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

Good evening. I have been playing on Betmaster since 2021. On December 2, I won 700 euros and made a withdrawal, but it was returned to my account the next day. I contacted chat support for an explanation, and they told me they needed to verify my account. They asked for several documents plus two selfies, one of which had to include their open chat window on my computer monitor. I sent everything as requested. It's been 15 days, and they are still verifying my account (they initially said it would take a maximum of 5 business days). Every day I contact them, and their response is as follows:

Today, after yet another request for withdrawal and account verification, they responded with a veiled threat.

I read on your site that this type of behavior is unheard of.

I kindly ask for your help.

It's an unfortunate period as I have two withdrawals pending from two different casinos, and they are not paying me.

Dear Lucaluca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning on 4.12.2024 I provided identity card bank statement where my credit card used for deposits is evident credit card photo selfie with documents in hand and the credit card with the screen of their chat behind it as they asked me for the electricity bill for the residence. All documents were accepted because they were nep

required format.