Betmaster Casino - Player’s verifications hasn’t been completed.

Hello, I have done my registration 26-8-21 on Betmaster which they accept it. Then I total deposit 1000€ and immediately accept all my deposit.then on 27-8-21 I send all the documents they ask for verification. I have total 2000€ on my account. I wait for verification since then. I play in other online casino and usually in 24 Hours I have already withdraw. I am afraid of loosing my money.thank you.

Dear George1990,

Thank you very much for submitting your complaint. I’m very 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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.

If all the data is correct, there should be no reason for the casino to delay your withdrawal. Since it may take some time to fully review all documents, I would recommend you waiting for a little bit more.

I will set the timer for additional 7 days, and if there is no development, we will intervene. In the meantime, please keep us updated and let us know if there is anything new.

Best regards,

Kristina

Hello, sorry for the upset. The reason that I make the complain is because of some statements that I read about Betmaster casino of verification delay and I am afraid of loosing my money. Ok I wait and see what happens. Thank you.

Good morning, my account verification has complete. But now I tried to withdraw my money via Visa and they say that they have some problems, they say to me that I have to choose other method like Mastercard scrill or Neteller. I create a Mastercard and deposit minimum, 20€ so to add the Mastercard. I inform them as they told me to do and now they say to me that I have to wait to transfer money to Mastercard so I can withdraw. But still nothing.

Thank you for the update, George1990. Have you tried discussing this issue with the casino? Could you please forward me the communication between you and the casino? My email address is kristina.s@casino.guru.

It's been now 11 days. I sent everything. Again wait, wait wait wait wait

They have transfer my money to my Mastercard. Now I have done a withdraw and wait if they send me my money.

Please note, it’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please, keep us updated in the meantime.

Hello, the first withdraw complete, everything ok . I think the other withdraws will get to my account in the meanwhile. Thank you for your support and guidance. I think the case has complete. Thank you very much for your time.

Thank you for the update, George1990. I personally would recommend keeping the complaint opened until you receive everything. However, we cannot force you, and if you still wish to close the complaint immediatelly, just let us know.

Hello George1990,

Has there been any news? Have you received all your winnings? Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.