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

My problem is the following:

I register and make a deposit of 135 usd in betmaster and they give me a 100% welcome bonus.

after a week and meeting the requirements the total balance in my account is around 130 usd and I request a withdrawal.

A day later I get a message that says "my withdrawal has failed"

I contacted support and they told me "it may be a technical problem"

The next day I get an email that says "my withdrawal has failed"

I contact support and they tell me again that it must be a "technical problem" but that they can't do anything because it's the weekend and "specialists don't work on weekends"

After waiting a few more days for it to be Monday, I request a withdrawal again and they tell me that I must verify my account on the web platform, which I verify at that very moment, the next day I receive an email asking me "another type check"

They tell me that I should send photos of my documents and other types of very strange selfies, despite seeming very strange to me, I sent them at that very moment, the next day they ask me for other types of even more strange selfies but since I want to finish with the process I send them everything they ask for and they tell me that the review "takes up to 5 days" and I wait for a week and they don't give me any response.

when I contact support they tell me that "they will consult with the specialists" and several hours later I receive an email that says that I have to send another selfie, and when I send it, they tell me that I have to wait another 5 days because "the process takes up to 5 days"

I have been waiting for almost 2 weeks for a process that according to them only takes 5 days.

According to what it seems to me, they are simply looking for an excuse not to pay.

and that the amount is low, I don't want to imagine what would have happened if I had done better and won a lot

Dear alisabvara,

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 made any successful withdrawals before? Do I understand correctly that you provided all the required documents?

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

hello, thank you for your attention, I understand the KYC process that different bookmakers and casinos need, but in this particular case it seemed quite strange to me because they asked me for very strange selfies like with a chat in the background and then they also asked me for a selfie with a screen to the side and the deposit transaction on the screen, and about your questions:

1 .- In betmaster I still could not complete any withdrawal (in other casinos and bookmakers such as williamhill, betfair, bet365, etc. I never had any problem, the verification takes only a couple of hours and I can withdraw without problems in minutes)

2.- Yes, I am sure that I sent all the documents as they asked me, but despite this, a week after sending them they told me to send another selfie again, I want to clarify that they asked me for a new selfie only when I contacted a week after sending the documents, and I contacted them because they did not give me a response after 5 days as they told me, because they told me that the verification ""takes up to 5 days" but after that time nobody said nothing about my account and I did not receive any news.

My annoyance is mainly because when I sent the other selfie again they told me that I should wait another 5 days, what happens if according to them there is another photo or document that "doesn't look good"??

If I have to wait 5 days every time they ask me for something, I have no idea how many weeks I will have to wait to make a withdrawal.

For now, 2 weeks have passed since I requested my first withdrawal and about 10 days since I verified my account for the first time on the betmaster platform.

Thank you very much for your reply, alisabvara. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

I can confirm that a few hours after my claim was accepted the problem was solved.

My account was verified and my withdrawal was processed.

the case can be considered closed

Thank you very much for the service to the page.

Awesome news, alisabvara. 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.