The player from Greece had won a sum of 3200 euros on sports betting but was unable to proceed with the withdrawal. Despite having submitted all requested verification documents to Betmaster, his account had remained unverified and he was unable to access his winnings. The player had been with the casino for three months and had successful withdrawals in the past. His recent withdrawal request made on 20/04/2024 had been cancelled by the casino and the funds were returned to his account. However, after having communicated with the casino and submitting additional documents as requested, the player's issue had been resolved and he was able to access his winnings.
Betmaster Casino - Player's withdrawal is delayed due to unverified account.
Amount: €3,300
Betmaster Casino
Safety Index:HighSafety Index
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8.6
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RESOLVED
Case summary
7 months ago
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8 months ago
Hello. I won (without bonus, with normal deposit and bet on sports) the amount of 3200 euros and although I have made withdrawals, I haven't received my money and the withdrawals Dont proceed. The betmaster asked me for verification and I uploaded them clear photo of my identity card front and back and my driver's license card front and a selfie although I sent them what they wanted They didn't verify me and tell me to contact with their mail and that my account could not be verified. Please help me to get my money
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8 months ago
Dear kkostas1991tur,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betmaster Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino when did you request the withdrawal?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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8 months ago
I am 3 months player with withdraws in the past. Betmaster verified my account but don't proceed my withdrawals. I asked
em why don't the give me my money and no answer
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7 months ago
The new answer from betmaster is this on 23/04/2024. I sent them immediately the cards which I have in physical form with photos and selfie. The digital cards I can't send them because are only online. Is sent them online proof of owning them from the bank apps (ALPHA BANK and REVOLUT)
**Hello.
Dear customer, for the verification purpose kindly provide us with cards photos + selfies with them.**
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7 months ago
Could you please share details on when you requested a withdrawal of your winnings? Is the request still pending in your account?
Have you submitted the documents the casino requested from you for additional verification this time?
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7 months ago
I have submitted everything they asked. And the additional documents. They have canceled all the withdrawals I made and returned in my account 3.782 euros. I requested withdrawal on 20/04/2024
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7 months ago
Dear kkostas1991tur,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
