Betmaster Casino MX - Player's account verification is delayed.

Good evening. It's been about a month since I tried to verify my account, and I encountered an error. I sent a message to support, and it took about 3 days to respond. They told me to try again. I attempted it, and the error appeared again. They couldn't verify my account, and I was informed that my complaint was sent to the appropriate department. However, nothing has changed, and they just keep telling me there's no update on my situation. Please help me.

Dear ricardooo01q,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise if you are trying to submit documents via your player profile?
• Which documents have you tried to upload?
• Have you provided all the required documents in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

They have already contacted me, they have asked me for photos and all that to verify my account, I have already sent them via Gmail, let's see what they tell me, the truth is that you have facilitated your response, thank you very much, the truth is that I only have to wait, the time they say is 5 business days, but thank you, I will let you know what they say, thank you very much.

Thank you for your reply, ricardooo01q. Alright, let's give it a few more days. I will leave this complaint open so you can keep me updated via this thread.

Ok thank you very much, the 5 business days are necessary, right? After the month it took

The truth is, they only left me this message after I delivered what they asked for.

Hello,

We are currently experiencing a high volume of requests, and our Customer Care team is working hard to assist you as quickly as possible. We are very sorry for the delay in responding to your query and apologize for any inconvenience caused.

In order to handle your query as efficiently as possible, we ask that you provide us with as many details as possible about your problem or question. This will help us provide you with a more accurate and faster solution.

We greatly appreciate your patience and understanding during this time. Please be assured that your request is important to us and will be attended to as soon as possible.

Thank you again for your trust

and patience.

Good afternoon, I have already sent everything but they asked me for the transfer receipts from my accounts where I deposited in PDF but it won't let me download so I sent them a screenshot and they say that I did not send them the ELECTRONIC PAYMENT RECEIPT (CEP) in PDF. CONSULTATION

And you don't want a statement of account but if it still doesn't let me download it until next month, I've already read everything that they asked me for photos of even my card and so on and they don't continue that a statement of account how do I do it, they've already made me angry, help me

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

There is a problem there, my wife put money into it from her account but I don't earn or withdraw money and they ask me for a statement from her bank if I have it but it gives me the impression that because of that error they don't want to give me my earnings.

Please understand that depositing with someone else's payment method is prohibited by the vast majority of online casinos. I have checked the T&Cs, and this is what I found:

5.10. If the Client is not account holder in payment method used by You for making payment at the Company Website, we reserve the right to treat any deposit into your Client account as being invalid (an any winnings arising from such deposit as void) pending the satisfactory completion of all relevant checks.

Furthermore, please check our Fair Gambling Codex for Players:

Payments For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. At this point, I can only recommend you always use payment methods issued in your own name to avoid similar situations in the future.

I am afraid that I am forced to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.