The player from Germany has been asked to provide documents for additional verification. The player confirmed he received his winnings, therefore we marked the complaint as resolved.
Betmaster Casino - Player has been asked to provide documents for additional verification.
Amount: €400
Betmaster Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I've been trying to withdraw my money on the site for 2 weeks but they always come up with a new problem. I've played there before and paid out before, but now they want me to verify myself again and constantly want some documents from me. I've been waiting for my payout for 2 weeks and I'm in contact with support every day and every day they want some documents that I've sent several times, the excuses are always that you couldn't recognize the things and had to send them in better quality become, the site is now just a cheek I need quick help!
Automatic translation:
Public
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2 years ago
Dear backage,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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. It isn’t anything unusual, that the casino requires additional identity verification.
Would you be so kind as to confirm you provided all the required documents?
Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
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2 years ago
Translation
Hello, the case has been solved finally got my money. Thanks anyway for wanting to help so quickly 🙂
Automatic translation:
Public
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2 years ago
Awesome news, backage. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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