The player from Croatia had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The player had been asked to provide additional documents for verification, which extended the withdrawal process beyond the usual timeframe. After our intervention and communication with the casino, the player confirmed that the funds had been successfully withdrawn. The issue had been resolved and the complaint was marked as such in our system.
Betmaster Casino - Withdrawal of player's winnings has been delayed.
Amount: €1,000
Betmaster Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Hello
they say that i need to wait 5 days for verification and I am waiting for now about 9 days and they want always some nonsense documents i send them everything they need and want. I think that they dont want to withdraw money.
Can you please help me i am feeling desperate
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7 months ago
Dear Fico2751,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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7 months ago
I have been waiting 10 days to rewiev my document. They have asking me some similar documents few times.
and they say that will be resolved in 5 days it has passed 10 and still nothing.
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7 months ago
No i didn’t and i put crypto bitcoin. Now i am losing money Because of their Poor managment Because they dont wantto exchange me on another crypto.. i lost 100eu on today value
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7 months ago
Thank you for your reply, Fico2751. Have you made any successful withdrawals before? Could you please advise if you've received confirmation regarding successful verification yet?
Have you accumulated your winnings with or without an active bonus?
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7 months ago
I didn’t recived any withdrawal in past, dont have any bonus.
i am waiting for additional verification for withdrawal over of 15 days and they says that usually takes 5 days
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7 months ago
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? Please post a screenshot of your withdrawal history here in this thread, if possible.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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7 months ago
Dear Fico2751,
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,
Kristina
Casino.Guru
