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

I sent the last document on 02/14/2020 to verify account, support all time replies that I should wait, I read forums ang gambling sites and players have problems with verification in betmaster and now it seems to me that the account verification in this casino is impossible.

Dear Qwassyl,

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?

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

I only get inf verification in progress, you have to wait.

they write verification in betmaster it takes 5 days, for me it takes almost a month.

Thank you very much, Qwassyl, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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.  

Hello Qwassyl,

I looked at your complaint and will do my best to help you. I would like to invite Betmaster Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hello everyone,

I have checked it with the respective team and it seems the customer has not completed the last stage of the KYC process.

Dear customer, could you please upload the requested documents via verification section of your account. Once it has been done, the verification status will be changed and you will see the status change on your account.

We are sorry for the inconvenience caused,

Kind regards.

I did it, but I don't know if my account is verified

Hello,

I have received the update that your account was successfully verified, you may continue playing and request your withdrawals.

Thank you for your cooperation and please accept our apologies for any inconvenience caused.

Kind regards.

my account is verified and withdraw is working, i just can't understand why it took a month.

Hello,

I am sorry to hear about your negative experience. The standard KYC takes up to 5 business days and quite fast. However, there are cases when Security department needs more time to check the documents and gaming activity in case any suspicious patterns were detected (suspicious gaming activity, multiple accounts, fraudulent activity in conjunction with other players, etc). It is also indicated in the T&S that in some cases the verification can take more time for more detailed investigation.

I am glad that your account was successfully verified and you can continue playing with us.

Please let us know if you require any further assistance.

Kind regards.

Dear Qwassyl,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru