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

Good afternoon, for a few days now I have been having problems with withdrawing my money from Betmaster. First it didn't allow me because between deposits and withdrawals I had reached the limit of 25,000, so they asked me to verify the account. Now that I have sent you all the information and photos requested for the validation of the account, they do not validate it for me. In the last five opportunities that I contacted them, they only know how to tell me that "wait for the specialized area to take care of it". And I've been like this for days.

Please, I need a solution. I'm already starting to get desperate because I need money. Had I known that validation was that cumbersome, I wouldn't have gotten into playing.

My username is with my phone number

Dear FacuMaximo,

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.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Hi Christina, good afternoon.

1) I have already provided INE, selfie and proof of address in which the name of the INE coincides with the holder of the service.

They have also requested the front and back ID of a friend I played with at Betmaster (I don't know why but I gave it to them) and a selfie of my friend showing his ID.

I sent the last document to him on Tuesday morning (two days ago and I get no response).

2) Yes, I have provided everything that was requested instantly and in the correct format because I urgently need to withdraw the money from the platform. What's more, every five hours I write to them again to make myself available and find out if there is anything I can do to get this problem resolved as soon as possible. And the only answer that everyone gives in the chat is "wait for the specialized area to contact you", I don't even know if there is such a specialized area, nor do I know how long it can take to validate an account when all the information has already been sent. requested and more.

This kind of answers with no solution is all I get from these people.

Thank you very much for your reply, FacuMaximo. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear FacuMaximo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.