The player from Mexico faces withdrawal issues after several attempts to access his winnings. After winning 40,000, he is requested to provide a bank statement and selfie, only to be informed that his account will be closed. He has emailed for clarification but has not received a response.
Betmaster Casino MX - Player's account is about to be closed.
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Current status
Waiting for Casino Guru to reply
6d 15h 33m 35s
Betmaster Casino MX
Safety Index:HighCase summary
Discussion
Public
Public
yesterday
Translation
I'd been having trouble withdrawing money for days. They kept asking for my information, which I sent, but I always ended up losing everything. After this happened several times, one day I decided to ask if I would finally be able to make withdrawals and deposit money. They said yes, so I deposited and won 40,000. But when I tried to withdraw, the same thing happened. They asked for a photo of my bank statement and a selfie, and then suddenly they told me they were going to close my account. So I sent an email complaining, but they haven't given me any answers.
Automatic translation:
Public
Public
9 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
9 hours ago
Hello,
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 takes 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 did you send 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,
Attila
