The player from Italy had his withdrawal rejected without further explanation.
Betmaster Casino - Player’s withdrawal has been rejected.
Amount: €5,000
Betmaster Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I signed up, won 5,000 euros and Betmaster blocked my withdrawal. I have sent the documents but they are making me wait without giving me an answer. I'm terrible, for once I've won they don't pay me
Automatic translation:
Public
Public
3 years ago
Dear Marcello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without active bonus? Did you receive any confirmation from the casino that your account has been verified successfully in the past? If yes, forward it along with any relevant communication to petronela.k@casino.guru. How many days ago you have requested your withdrawal?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Hi,
1) I have accumulated my winnings WITHOUT any active bonus. I have NEVER activated or used BONUS on my account.
You can peacefully verify it from the screenshots I send you from which you see that it is entirely PERSONAL payments (1 page of the attachment).
2) NO, in the past my account has never been verified as I had opened it that evening there.
3) I have never requested the WITHDRAWAL because they disabled it IMMEDIATELY. In the first 24 hours you can't really withdraw by setting the site, and after the first 24 hours I went to withdraw but everything was blocked. I asked for an explanation. Nobody understood why. After many hours (and many reminders of mine) they asked me to verify my account. Immediately, on 02.12.2020, I sent ALL the documentation (credit card, document, selfie, photo with the chat, etc.). No reply. The regulation says they have 3 to 14 days to check but that's crazy. I begged them, pleaded with them, sent emails, attachments, retransmitted attachments but nothing.
Nobody minds me.
They have to check 4 attachments, ie 4 PDF files and they take 14 days. It is shameful. It's just a way to not pay.
Automatic translation:
Public
Public
3 years ago
Thank you very much, Marcello, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.
Public
Public
3 years ago
Hello Marcello.
In this situation, I would like to invite the casino representative into the discussion. Maybe he can explain why you have such trouble to withdraw your winnings.
Public
Public
3 years ago
Hello,
First of all, I apologize that you feel this way, however please kindly note that you yourself agreed to the Terms&Conditions of the company, where indeed the KYC can take from 3 to 14 business days. This information is public. In your particular case the verification was requested on the 2nd of December and completed on the 7th of December.
As I can see you have successfully withdrawn all your winnings on 08.12.2020.
I am very sorry for your negative experience with KYC, please let me know if you need any further assistance from our side.
