Betmaster Casino - Player’s withdrawal has been delayed.

I made four withdrawals on 14/08 1030€ total.According to the instructions of help desk of the company,needed 3 business days to see the money in my account.Now after four business days the money still didn’t appear in my account.The reason i am making the complain and i kindly ask for your help is that all my previous withdrawals operated properly according with the terms without delays but now except the delay i think that the help desk of the company telling lies to me because in my first communication they told me that they made the withdrawals and they would send me the arn codes after they told me that there was a technical problem also with other accounts and the last two days they are telling me that the specialists technicians they investigate what happened but they don’t provide me a proof of the transaction they made as they told me the first day of our communication and they don’t telling me the last two days something different except that they are try to discover what happened with the provider of the payments.When I deposit and believe me I was depositing almost every day there was not problem with the provider but now with the withdrawals there is.I really feel disappointed and cheated.Please try to help me.Thank you in advance.

Dear ama1927,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Kristina

Thank you so much for your very very quick answer.

Could you please advise me from your experience as my account is verified and I made some successful withdrawals at the previous days what maybe happened but mainly why the help desk of the company doesn’t provide me a professional and serious answer?I can also forward to you print screens of my communication with the help desk

Thank you

Hello,

We are sincerely sorry for any inconvenience you’ve experienced.

Unfortunately, our card payment provider is experiencing a technical outage due to which the card transactions were not processed correctly and have actually failed status. According to the latest information received, the funds that were not credited to players’ bank accounts will be returned to the accounts in our system within 7 business days. Once the funds are received back, you will be able to request a new payout using an alternative method after that.

Please reach out to the customer support, so they could provide you with the alternative payout options and credit a bonus as an apology for the inconvenience caused.

Please be assured that our technical team is working closely with the payment processor, and we are committed to resolving it as soon as possible. 

We appreciate your patience and apologise for the inconvenience caused.

Kind regards,

Betmaster

Dear ama1927,

Have you received your withdrawal from the casino yet?

Hello,

Could you please specify your account login details, since there are no accounts registered with the email kk***vas@yahoo.gr in our system, so we could check the current status of your payout.

The card payouts are expected to be fully recovered by the 10th of September, our specialists are working closely with the card payment provider to fix the bug which led to our customers having trouble receiving payouts.

Once again, we are sincerely sorry you had this experience and appreciate your collaboration.

Please reach out to our customer support team if you need any additional help.

Kind regards.

Dear ama1927,

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, we’re forced to close 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.