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

APPROXIMATELY 2 WEEKS AGO BETMASTER IS GIVING ME A LOT OF RETURNS REGARDING THE VERIFICATION OF MY ACCOUNT. THEY ASKED ME FOR EVERYTHING: SELF-PHOTOS WITH MY DOCUMENT, ACCOUNT STATEMENTS FROM THE BANKS THAT I RECHARGED IT, PHOTOS OF THE PROOFS, I COMPLIED WITH EVERYTHING AND UNTIL NOW I DO NOT RECEIVE A RESPONSE OTHER THAN, "WAIT, BE PATIENT" THE SAME THING EVERY TIME I ASK ABOUT THE VERIFICATION OF MY ACCOUNT, FOR THIS REASON I CANNOT WITHDRAW IT SHOULD BE EMPHASIZED THAT I HAVE ACTIVATED THE BONUS BUT I HAVE ALREADY COMPLETED THE ROLL OVER HE I MEET THE BETTING REQUIREMENTS I HAVE PLAYED IN OTHER HOUSES BUT NONE COMPARES TO THIS I DO NOT RECOMMEND IT FOR CUSTOMER SERVICE IT LEAVES A LOT TO BE DESIRED A TOTAL P0R9U3R1A THAT BETTING PLATFORM.

Dear Emmely,

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

My problem is not with the verification since I sent all the documents that were requested without problems.

My PROBLEM is that betmaster does not let me withdraw my funds, they give me many excuses such as that their payment systems are wrong, they are always under maintenance, but when you make the deposit there, it works normally without problems, but when you want to withdraw it does not happen, I have already tried withdraw by my VISA card and they tell me that they have problems they told me to try by another means to have my account created in skrill they told me that they never have problems there now I want to withdraw by skrill and it tells me that they have problems BETMASTER IS A SCAM. It doesn't let you withdraw the money, it only lets you deposit.

Thank you, Emmely, for the clarification. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear Emmely,

I am so sorry to hear you can't withdraw your funds. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Betmaster Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Betmaster Casino,

Could you please state why the player cannot request a withdrawal?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

Thank you for the request.

We are sorry to hear about your sad experience 🙁, thank you for sharing it with us.

We have checked the case and see that since the initial method of depositing (PagoEfectivo) didn't support payouts, that's why you were asked to attach an alternative payout method. Verification was requested for security reasons to make sure that both methods belong to the account owner.

We can see that you have successfully withdrawn your winnings. We are happy about this, and thank you for your patience!

Dear Betmaster Casino,

Thank you for the provided information.

Dear Emmely,

Could you please confirm you have received the payment?

Kind regards,

Stefan

I never received the payment

They are scammers when I saw that I could not withdraw my money I lost everything betting it

Dear Emmely,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan