HomeComplaintsBetmaster Casino - Player cannot withdraw his winnings.

Betmaster Casino - Player cannot withdraw his winnings.

Amount: 25,000 kr

Betmaster Casino
Safety Index:High
Submitted: 08 Oct 2020 | Case closed : 26 Nov 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Sweden is struggling to receive his winnings due to the unfinished verification process. The casino allowed him to withdraw a small part of the winnings and then asked the player to verify his account. Player stopped responding.

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3 years ago
Translation

I deposited SEK 20,000 on Betmaster. I won within 2v about SEK 15,000. When I try to withdraw money, I get stopped. In the end, I manage to withdraw SEK 10,000, but I still have SEK 25,000 in my account that I do not manage to withdraw. They're just referring to verifying my account. They have also limited my gambling to about SEK 50 / bet.

Automatic translation:
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3 years ago

Dear Ali,

Thank you for submitting your complaint. I’m very 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. Every casino is unique and requires different documents from the player. I checked the casino’s T&Cs (https://betmaster.io/agreement?lang=en) and I found this:

"Moreover, the Company shall:

not make a payment in excess of two thousand Euro (€ 2,000) out of a User Account to a Client until the Client’s identity, age and place of residence have been verified."

Which means, that in order to withdraw the rest of your winnings you have to verify your account. I would recommend you to fully cooperate with the casino and provide all the necessary documents and in a sufficient quality as soon as possible.

Looking forward to hearing from you.

Best regards,

Kristina

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3 years ago
Translation

Hello

thanks for your reply. I have sent in all the information and am waiting.

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3 years ago

Thank you for a quick reply! We will leave this complaint opened, so please keep us informed in case there is anything new. Thank you very much.

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3 years ago
Translation

I have now received SEK 10,000 back but my entire profit of SEK 15,000 has taken them and zeroed my account. So bad after all the time I put on this in the belief I can play and win. They really fooled me!

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3 years ago

Thank you for the update Ali. Could you, please, specify wether you claimed any bonuses? If yes, which one did you redeem?

Have you tried contacting the casino regarding those confiscated funds? Did the casino provide any explanation? Please forward any relevant communication to kristina.s@casino.guru.

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3 years ago
Translation

I did not use any bonuses.

They have now shut me down from their website. So I was not allowed to take part of my profit which was SEK 15,000. They blew me away!

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3 years ago

Thank you very much Ali for your cooperation so far. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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3 years ago

Hello Ali,

I looked at your complaint and will do my best to help you. I would like to invite Betmaster Casino into this conversation. Can you please specify what is the problem with player’s withdrawal and what is wrong with player's account?

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3 years ago

Hello,


I have sent the request to the respective department related to the complaint in question in order to provide you with more details on this.


I will come back to you as soon as I have more details.


Thank you!

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3 years ago

We would like to ask the Betmaster Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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3 years ago

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

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3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

Dear Ali,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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