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

I registered with Betmaster BC, replenished my bitcoin wallet, played - put mostly bigmarkets - played until 822 euros were on my balance. When requesting a payment, I was asked to send passport photos, a screenshot of the transactions, a photo with a document against the background of the correspondence, and a photo against the background of my crypto wallet - I sent all the necessary documents (this was the first photo request). Then the security service asked to take another photo with the document in the background of the correspondence in a higher resolution. Unfortunately, in the photo that you sent, the text cannot be read (although everything was clear and readable - the support service confirmed this) (this was the 2nd photo request). Then they asked me to send a photo with me and with a document in front of my crypto wallet - I sent it - (this was the third photo request). More than 10 days have passed since the moment I sent it, the money has not been withdrawn yet, technical support does not respond to my messages. For a whole month I cannot receive my money.

Dear Rashpel,

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.

If you have been asked for a selfie with ID documents, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

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

Hello, my documents and photographs have excellent clarity, I have provided all the required information and I am not going to hide from anyone. The money must be transferred to me personally and I have provided all the necessary documents and photographs.

Thank you very much, Rashpel, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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 Rashpel,

I looked at your complaint as well as the provided screenshots and I understand the situation. I will try my best to resolve the issue as soon as possible.

I would like to invite Betmaster Casino to participate in the resolution of this complaint.

On April 16, I went through a video call, showed my passport, answered all questions about the rates. I was asked questions about which I no longer remembered, since I made bets a month ago, this month I sent photos. I replied that I remember that I bet italy, poland volleyball, handball, I called that the last bets were handball. I didn't remember the command. In the end, they said that the account did not belong to me, they did not return the deposit, although I sent all the photos, I no longer know how to prove ... The deposit was not even returned to me.

Thank you, Rashpel, for the update. I’m sorry to hear that.

Dear Betmaster Casino,

Please provide a detailed explanation of your decision and forward the relevant evidence to my e-mail address andrej.p@casino.guru.

Hello,

I could identify your account by the provided phone number.

I will check the reason of the account suspension with the Security department and provide explanation to andrej.p@casino.guru.

Thank you.

We would like to ask Betmaster Casino to give us an update on the matter. We are extending the timer by 7 days. If the casino fails to respond or provide the requested information in the set time frame, we will close the complaint as ‘unresolved’.

Hello,

Unfortunately, the account in question was suspended after the thorough investigation conducted by the company's Security department and fraudulent activity detection. Additionally, there was made video-verification with the customer in order to clarify any doubts, but the customer failed to undergo it.

The reasons for account suspension were provided to Casino Guru representative and sent to andrej.p@casino.guru.

Could you please kindly check it out and let us know if any additional information is required.

Kind regards.

Thank you, Betmaster Casino representative, for providing the explanation.

Dear Rashpel,

After a closer investigation, we realized that the issue is exclusively related to sports betting. As you might know, our forum Casino.guru only deals with complaints regarding online casinos. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue in communication with the casino on your behalf and try to get more information, but at the same time, I’m forced to reject your complaint.

I recommend you submit a complaint to one of the ADRs that deal with sports betting-related complaints, such as Sportsbook Review (https://www.sportsbookreview.com/sportsbook-complaint/).

Hello Dear Andrey.

I inform you that I did not commit any fraudulent actions, I placed the bets that I wanted and how I wanted, and I am not obliged to know the rules of the sport. I went through video verification, answered the questions that I could. I will definitely file a complaint with SBR. But the betmaster are absolute scammers, they didn't even return the deposit to me, but took the money. I won them honestly.

Dear Rashpel,

I’m sorry to hear about your concerns and I’m sorry that I couldn’t be of more help.

Due to the reason specified earlier, we will now close your complaint as ‘rejected’. If our assistance is needed, feel free to contact me via e-mail (andrej.p@casino.guru).