Betmaster Casino - Player's withdrawal is delayed due to unverified account.

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

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.

I am 3 months player with withdraws in the past. Betmaster verified my account but don't proceed my withdrawals. I asked

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.**

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?

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

Problem solved. Thanks everyone a lot

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