Betmaster Casino - Player’s struggling to complete account verification.

Dear marcello.gnan,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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,

Petronela

What are the chances that they won't pay me? Do you have any other feedback on this mess?

they asked me to deposit with a USDT-TRC20 crypto ... the address they provided was neither on coinbase nor on crypto.com.

I lost another 100 euros.

Do I understand correctly that your preferred payment method to withdraw your winnings isn't available?

Yesterday they asked me to make a deposit with another crypto to enable that crypto. They have just written to me that it is no longer available and now they want to make a bank transfer and turn over a copy of my credit card. In the meantime, the winnings have increased to € 35,000.00

Thank you very much, marcello.gnan, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Now they told me that the card number is not needed and that they will make the transfer. I don't know how long, I don't know when, they don't answer.

Hello Marcello!

From now on, I will take care of your complaint. I would like to invite representatives of Betmaster Casino into this complaint in order to help us sort out the withdrawal issues.

Do whatever you think is best for the resolution. tell me what to do

Let me know? But is it normal that they do this? Why are they doing this? Are they scammers?

We would like to ask 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’, which will have negative impact on the casino's rating.

Hello,

Please kindly be advised that the customer has already submitted the official complaint to our Regulator and the complaint is being handled there. The customer is sending us hundreds of messages, however his complain will be reviewed by the Gaming Commission according to the complaints handling procedure we are obliged to follow.

Anyways, I can reply to the questions below. The customer was asked to undergo the KYC procedure before withdrawing his winnings, which is a normal practice. He failed to complete it from the first time. When the KYC procedure was completed, the customer was offered to make a bank transfer to his bank account. Unfortunately, the first provided IBAN did not support SEPA bank transfers, we even provided the customer with the proof. Therefore, our payments team requested another IBAN, which was successfully provided. But as you understand it took some time to start paying out of the winnings due to the factors mentioned above.

Please kindly note that to the current date, the total deposited amount is 803.69 Eur, the total withdrawn amount is 15900 Eur. The support team suggested closing gaming sections in order not to spend funds. I have been informed that today the customer asked to close his gaming sections permanently.

Therefore, the customer should wait for the rest of the funds to be paid out via the bank transfer by the payment team.

Also, I would like to draw your attention to our T&Cs, according to which the funds can be withdrawn from the account up to 5 business days considering the specific terms are met. Additionally, the individual withdrawal limits may be applied at the discretion of the Company.

The customer has to understand that his multiple threatenings and demands to our support team will not help to speed up the process, since we are acting according to our Rules. 

As mentioned above, there is an official complaint submitted to our Gaming Commission, therefore, we will communicate to the customer involving the Regulator as the process requires.

Kind regards. 

Rovigo, November 19, 2021

Unfortunately, the delay with which the casino is paying is nothing short of respectful of my person and the contract.

On Friday 12.11.2021 I had asked VERY IN ADVANCE to load the cryptocurrencies for withdrawal.

6 days have passed and no response or feedback.

I ask more and more for the protection of my rights.

The Casino claims to respect the terms of the regulation and that the days of evasion from the request are 5. Here the request is Friday 12 and 6 days have elapsed.

As always, no respect for the customer.

I await feedback from the Casino.

Lawyer Marcello Gnan

What is happening with the site is to get casino guru to report that it is a scam.

They are scammers.

They close accounts for no reason with money in it and there is NO reason.

It is a scam.

It's a shame.

Rovigo, 11.22.2021.

Account closed again without notice and without having written a single sms in the chat.

an inexplicable behavior towards me.

The account contained € 15,000.39 (11,000.39 on Friday but the bank transfer of 4,000.00 had not yet arrived).

This morning I received two wire transfers of € 4,000.00 so the casino still has to pay me € 7,000.39.

I ask for the account to be reopened because the excuse that the account has been closed due to the site's policies does not hold. With slots closed and chat closed there is no reason not to show me your balance.

I ask for the account reopening and the bank transfer of Euro 7,000.39 which is missing.

Lawyer Marcello Gnan

Dear Betmaster representatives,

Could you please provide us with more information on why it was necessary to close the player's account?

There is no reason. Only harassing behavior towards me.

I have never offended anyone, I only asked for the payment of the winnings and to know when they pay.

From the last email I don't understand why we closed my account but they seem to be saying to pay the last 7,000.39 euros in the week. Obviously they do not specify the date.

In my opinion they want to cheat me having closed the account. 7,000.39 euros are missing.

The payment of Euro 7,000.39 is missing. By blocking access to my account, I cannot verify the funds.

It is a violation of my rights

As you can see not only have they not paid me yet (we will pay this week) but they don't tell you when and they don't unlock my account (blocked for no reason). I am very disheartened

They didn't pay today. And they promised it.

Dear Marcello,

I am very sorry to hear, that you did not receive your last withdrawal, but please note that we are still waiting for the response of Betmaster Casino. I am pretty sure, they will be able to come back with an explanation, of what is the reason.

They closed my account for no reason, today they promised payment and I didn't get one euro. they are scamming me. It's not like that.

what drives you to behave so deplorable? what prompts you to write that you will pay and then not pay? why do you behave like this?

License revoked. Here's how they behave

We would like to ask 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’, which will have negative impact on the casino's rating.

They have paid. The methods are barbaric but they paid off

Dear Marcello,

I am glad to see that you received your funds. Do you consider your issue to be resolved as of now?

Yes, but the experience was deleterious

As the complaint has been resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.