Betmaster Casino MX - Player’s withdrawal is delayed after account review.

Hello, good afternoon. I'm from Mexicali and I'm complaining because I've been playing online for quite some time and the truth is, it's somewhat unfair not to be able to withdraw my money after winning a game that paid me $34,000.

Then I wanted to withdraw, maybe the amount was too high and they sent my account for review, they asked me A FACIAL PHOTO WHY DO THEY WANT MY FACE THEN only, that the support team would send my documentation for review and as soon as they have an answer they will let me know some news. I have had the problem for 3 weeks. The joke is that I have almost finished what I earned and still there is no answer. I would like to ask for help!

Because I always play it and it wasn't the first time I withdraw. I had previously withdrawn from my bank accounts that I have registered. They asked me for account statements, I sent them and confirmed that I am the owner of the card and I still have no response and I have 100s of messages by email where they tell me that they are sorry and if there is any news they will let me know.

And many more jackets but it doesn't allow me to upload more. I have more evidence but I can't send more, thank you.

Dear FARZ31,

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 clarify which documents you have recently provided and when exactly you sent 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,

Kristina

Dear FARZ31,

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,
Kristina
Casino.Guru