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

I've been asked to have my account verified a second time. They request documents, I send them, and they tell me it will take 5 days. I can't withdraw my winnings. When I ask about the verification status, they just put obstacles, saying their team is working on it, and days go by without being able to withdraw my winnings. There is no phone number to speak to someone; it's all just messaging through the app. I need to withdraw my winnings.

Dear Orlandodom,

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 did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Which of the documents that you already sent to the casino have been approved and verified?

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, 

Veronika

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.

I have already sent all the requested documents in the formats they asked for and as stipulated in their message, I sent the account statement showing my deposits to the app where everything is legitimate. The issue is that I cannot withdraw my earnings. They only tell me that their support team is reviewing it and I get no other response than that.

Thank you for your response. Could you please specify the exact dates when you provided your documents for verification?

Has the casino been in touch with you about any developments in your verification in the meantime?

Dear Orlandodom,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.