Casino Masters - Player’s experiencing difficulties withdrawing his winnings.

I ask withdrawal 3 days ago. Ok its not long time ago but, i see withhdrawal is still pending and i try ask if they need some documents etc.

Problem is its impossible to contact casino support any way. There is some helpless chat bot and no email address. I fill some form 3 times but no on answer.

Dear JarmoM,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account? Could you please advise if you have accumulated your winnings with or without an active bonus? Was this your first attempt for a withdrawal in this casino?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi.

I dont play any bonus, just cashmoney.

I make withdrawal now 4 days ago. I try to contact them by chatbot or email and ask if they need some kyc documents.

Chatbot dont understand words "withdrawal" or "cashout"

They have also some customer support form. I try ask by that 3 times, no answer yet.

Today i check is my cashout still pending on casino but my deposit and cashout dissappear on transaction history page totally.

I fully understand your frustration, JarmoM. However, I will set the timer for additional 4 days and if there’s no development by Friday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello, JarmoM,

Have there been any developments since our last conversation?

Not really. I get one email from support where they say withdrawal is paid 6th june. I answer right away and ask which account they paid it. No answer and no withdrawal yet.

Thank you, JarmoM, for your reply. Could you please advise which payment method you have opted for?

Hi.

I am not sure, because cannot even check on transaction history anymore. Its Trustly or Credit card what i normally use.

Thank you very much, JarmoM, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

Hello JarmoM,

I'm Nick and I'll be assisting you in your case from now on. I would like to ask Casino Masters to join us and help us resolve the player's issue.

Dear JarmoM,

We have looked into your account and can confirm that your withdrawal was paid out successfully on the 6th of June 2021 to the same payment method you used to place your deposit, your bank.

Generally transactions can take 3-5 working days to clear from your bank's side. If you did not receive these funds yet we would require a copy of your bank statement from the 6th June up until today's date in order for our department to look into this for you.

Bank statement must also have your account number and full name visible on it. Please send this over to support@casinomasters.com

Should you require anything else, please let us know.

Regards,

Casino Masters Team

Dear JarmoM,

I would like to ask you to send the same proof to nikolas.b@casino.guru aswell. If the payment already arrived please just let us know so we will be able to close the complaint. Looking forward to your answer.

I can check but i need to know what account casino pay it. I have many bank account and 5 credit card what i normally use when i deposit. I dont remember what i use 3 week ago with this casino when i deposit.

I already try to check on casino "my account" section. There is "Transaction history" but its blank! Absolutelly nothing information there!

You dont want i send bank statement from EVERY bank and credit card, right?

Dear JarmoM,

The money should arrive on the same card you used to deposit. If you don't remember which one, you can most likely check it in your account in the casino. In case you won't find it, I would like to ask the casino to specify where was the money sent.

Hi Everyone,

The funds were sent to the payment method that was used on the account which was bank account ending **815415.

Regards,

Casino Masters Team

Dear JarmoM,

Did you check the specified account? Did the money arrive? Please note that if we won't hear from you within the next 7 days, the complaint will be rejected.

Dear JarmoM,

As we haven't hear from you within the given time, the complaint will be now rejected. Please do not hesitate to contact us if you will come accros any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru