Betmaster Casino - Player’s withdrawal has been delayed.

After the first withdrawal, I was asked to go through the verification process. I conducted the verification process and sent all the required documents, and for a month and 17 days I have been waiting without my problem being resolved Every time they ask me to wait

Hello Saber25,

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?

Looking forward to your answer.

Regards,

Nick

My account verifications started on May 10, 2024

I sent all the required documents, a Skrill account statement with the ID card, a photo with the ID card, a screenshot of my Skrill account, and a screenshot of the deposit process via USDT.

For a month and 17 days, I have been waiting without a solution to my problem. Every time I talk to support, they say we are waiting for a response from the competent authorities.

Thank you Saber25 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

ok thanks

Hi Saber25,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino and we'll see what can be done when they reply.

In the meantime, could you please specify what if you sent your Skrill statement in the correct format? In the screenshot you shared in your first message, the support requested an updated statement in the proper format - have you done it?

Dear Betmaster Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's KYC? Have you received all the necessary documents from the player?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Yes, I downloaded the account statement, sent it, and gave them my Skrill account information in order to log in and download the statement they wanted

Dear Saber25, I have received your emails with the attachments. Could you please specify if you used this Skrill wallet for deposits to the casino or withdrawal requests?

In the year 2023, I used Skrill to deposit only, then I lost my money and did not withdraw via Skrill Then I deposited the money via USDT Via my account binance All this two months ago The last withdrawal I requested was via USDT To my account binance I haven't used Skrill since December 2023

These are all my transactions on my Skrill account

For a month and 22 days, I have been receiving the same response from support. I think it is an automatic message. They do not provide any explanation and explain the problem to you, and this is my right

Please is there anything new in my case?

I received this email accusing me of having multiple accounts, and I am very confident in myself. I have one account and in my house I do not have internet and I only have internet on my phone In the first place, he accused me of modifying the Skrill account statement after sending everything and they did not find a problem. They went to find this problem. If what they say is true, provide evidence of this

As I told you in the beginning, they accused me of making some changes to the Skrill account statement After sending all the proof that I did not make any changes to my Skrill account statement After leaving me for two months while I was waiting, they only found this reason They accused me of having multiple accounts I am confident because I do not have internet at home and I live alone I use phone internet only I don't know anyone who has an account on this site They could tell I had multiple accounts in less than 30 minutes Why even two months later? This explains everything that this casino does not pay players and is only looking for reasons to close your account

I am waiting for the casino to respond and evaluate the evidence that I have multiple accounts Because this decision is incorrect, I know the casino rules well and read them before registering For this reason, I do not use the public Internet I do not connect to the Internet in restaurants and cafes, and I only use my phone’s Internet because I had a problem before with another casino due to using the Internet in cafes and public Internet. I do not open my account on two phones, only one phone and private internet I am waiting for proof from the casino

Everything is clear and I hope that all bettors will see the injustice they have been subjected to. If what the casino says is true and it accuses me of having multiple accounts, we hope it will provide evidence.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Saber25, we have been in contact with the casino representative regarding your case. We'll need some more time for a discussion, I'll update you about the outcome as soon as I have more information.

Thank you, and I am here to provide all the evidence and documents

There is no response from the casino because there is no evidence against me and it does not have any evidence for the accusations it made against me of having multiple accounts.

Natalia Is there any new news about my case?

Dear Saber25, we have thoroughly analyzed all the evidence from both you and Betmaster, and concluded that there are certain signs of fraudulent activity from your side, namely falsified documentation and suspicions of multiple accounting, therefore we cannot take your side in this dispute. Please, be advised that this represents a breach of the casino's terms and conditions - participation in forgery, collusion, or creating more than one account is strictly prohibited.

Due to the reasons mentioned above, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia