The player from Greece has been attempting to verify their account since August 22 and provided all requested documents. After submitting a passport, the casino requests an additional ID, which the player does not currently possess, creating confusion about the necessity of both documents. The player seeks assistance to complete verification and withdraw funds.
Betmaster Casino - Player’s verification process is delayed.
Amount: €1,019
Betmaster Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
0d 18h 24m 13s
Case summary
1 week ago
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3 weeks ago
Hello Casino guru, from the 22/8 I am trying to do my verification of the account. I am also putting some screenshots from my chat with the casino team. They asked me for some documents which I provided them all instantly. As you can see in the screenshots they ask for passport or id, I submitted my passport and after they accepted it they ask for my id also, which I don’t have now with me. I don’t understand why they need them both I think my passport is valid and good enough. I need your assistance please to complete my verification and withdraw my funds. Waiting for your reply
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3 weeks ago
Hello Alihasnain,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betmaster Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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3 weeks ago
Translation
As of 22/8 the verification process has started, I have provided my passport and the card I deposited as requested. As well as some selfies with these documents. And they additionally ask me for my ID while they were asking for my passport or ID
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2 weeks ago
Hello Alihasnain,
As stated above, verification takes up to 14 days. Please let us know in case it would take longer.
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2 weeks ago
Translation
Dear Nick,
no news from bedmates they keep insisting they need my ID in addition to my passport which I forwarded to them and they accepted
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1 week ago
Dear Alihasnain,
Thank you for providing all the necessary information. I will now be forwarding your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be taking over and assisting you from this point forward. I wish you the best of luck in resolving the matter.
Kind regards,
Nick
Casino Guru is examining the case
Branislav is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
