Betmaster Casino MX - Player’s withdrawal is delayed due to verification issues.

Hello, it's asking me to verify my account. After I logged in, they asked me to grant access to my email to speed things up, claiming I was already verified on another account. I granted access, the screen went white and then black with the message that's in the .csogurs screenshot file I just attached here. I don't understand why they're asking for access to my email to verify my identity. The process is supposed to be quick, but I've been waiting for a while now; they just keep giving me the runaround. I'm very frustrated.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing and I understand how concerning this situation can be.

To clarify your case, I would like to ask you a few additional questions.

• You mentioned that you attached screenshots; however, we have not received any with your complaint. Could you please upload them directly to the complaint thread so we can review them?
• Could you also explain the issue with accessing your email in more detail? Are you currently unable to log in, or do you believe someone else may have had access to it? Have you ever shared your login details with a third party?
• Additionally, have you contacted the casino’s customer support via email or live chat regarding the verification issues? If yes, please share their responses with us, ideally in the form of screenshots or full email transcripts.

Your clarification will help us understand the situation better and determine the next steps.

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

Best regards

Veronika

Veronics, I'm sending you the screenshots and everything through your email, don't give it a second glance.

I sent you the screenshots via email

Thank you for your emails.

• Could you please specify if you were able to upload your identity documents to your casino profile for verification?
• Have any of your documents been reviewed by the relevant department in the meantime?
• Are there any pending withdrawal requests currently in your account?

Dear Lujurialuminosa,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru