Betmaster Casino - yleistä keskustelua (sivu 9)

If you like to play at the Betmaster Casino, try to ask the live support to give you a hand with it. They should be able to guide you.

Hello. I won (without bonus, with normal deposit and bet on sports) the amount of 3200 euros and although I have made withdrawals, I haven't received my money and the withdrawals Dont proceed. The betmaster asked me for verification and I uploaded them clear photo of my identity card front and back and my driver's license card front and a selfie although I sent them what they wanted They didn't verify me and tell me to contact with their mail and that my account could not be verified. Please help me to get my money

Hello, as far as sports betting is concerned, we do not deal with this area, because we do not have experts and branch. 

However, I can see that the main problem is verification, which our team will certainly try to help with. When you said you sent them everything they needed, did they tell you the reason why your account might not be verified ? It would be best to know the specific reason and since you also have an open complaint we will see what can be done. 

I will wait for your answer.

They asked me new documents now in a new mail. I will send them and inform you. This email the sent me :

Hello.

According to our Security Department requirements, we kindly request you to verify your identity before the withdrawal can be processed.

The verification process is a standard procedure that may take up to 5 business days from the moment the requested documents of high quality were submitted. You can continue using your account for play during the verification.

Please find below the list of documents that you are required to submit:

1. A photo of the valid document to prove your identity. One of the following documents can be accepted:

- Passport (a page that clearly shows your personal information)

- National ID card (front and back page)

2. A photo of the document confirming your ownership of the bank cards (6945, 6364, 5158, and 0893) you used to deposit to your account. One of the following documents can be accepted:

- Front page of your bank card (the last 4 digits of the card number and the cardholder’s name should be visible)

- A bank statement

- A copy of the debit/credit card agreement

3. A screenshot of the document confirming your ownership with the Skrill account you used to deposit to your account + deposit confirmations (receipts) you made from your Skrill account to our website.

4. Selfie of you holding your Passport/ID card front page and a bank card. Photo must be taken on a background of this chat.

To ensure successful verification, we kindly request a selfie where you're holding your ID next to this chat. It's important to capture the conversation visible on your Smartphone, Laptop, or TV screen in the photo (see screenshot as an example).

Thank you for your understanding and cooperation

Kindly provide the documents to the following e-mail address: support@betmaster.help

In the subject line of the e-mail please specify your login of the account (phone number in the international format or e-mail address used for the account registration).

Please also make sure the documents you submit meet the following requirements:

The entirety of the document must be visible in the photograph.

All details on the document, including the series/number, background, edges, and photo, must be clearly visible and legible

You will be notified once the verification has been completed or if you need to submit additional information.

Please do not provide any details of the bank card except for the last 4 digits and name and surname of the card owner on the front side of the card.

We apologize for any inconvenience and thank you for your collaboration.

Thank you for the update. Always try to cooperate with the casino, especially when it comes to the verification process, which is very important. Come back with more news, please.

I already have sent them everything they asked for since yesterday 22/04/2024 with clear pictures and the right documents.They canceled all my withdrawals and they returned my money in the account. I hope they don't steal my money and give them to me. I hope for your help

Have they explained the reason for doing so, perhaps? It could be that the documents were in the wrong format, I could guess.🤷‍♀️

Our complaint team will surely do their best to help you out with your case, you just need to be a bit patient.

That's their answer:

Please note that your account is currently undergoing the verification process. It is important to note that without completing the verification, withdrawal attempts may fail.

Verification is an essential step in ensuring the security and integrity of your account. It helps us confirm your identity and comply with regulatory requirements. Our team is working diligently to review your documents and complete the verification process as soon as possible.

In the meantime, we recommend refraining from further withdrawal attempts until the verification process is complete. Once your account is verified, you should be able to withdraw funds without any issues.

how much of your amount stucked ?

At this time I have 3789 euros inside my account.And I wait for verification to complete to withdraw the money

The new answer from betmaster is this on 23/04/2024. I will send them the cards which I have in physical form with photos and selfie. The digital cards I can't send them because are only online.

Hello.

Dear customer, for the verification purpose kindly provide us with cards photos + selfies with them.

That is great, actually, that the casino informed you about everything. Let's see how everything goes now.🤞

Today 24/04/2024 we have a new round of asked documents. I sent them immediately the revolut statement. This is the conversation :

**Hello,

We would like to inform you that we require some additional documents to complete the verification process. Could you please send the following documents to our Support email address?

Please share your Revolut statement covering all the transactions done on our website.

Please remember to include your login information in the subject line of the email.

Thank you for your understanding and coop eration.**

hello. I cant connect to the site. Has anybody same problem?

why you cant connect the site

Please make sure that those documents are in the right format, usually they ask for a pdf.

Keep us updated, hope it'll go fast from now on and you will be able to get verified soon.

It works all right here, does the issue still persist?

I sent it pdf format. Hope for verification soon

Problem solved. Thanks everyone a lot

Great, I'm glad you got the money or will you have to wait for it ? I saw that you also updated the information in the complaint, for which I praise you. 

If you don't have the money yet, be sure to let me know how it goes.

However I am glad that the problem with the documents has been solved and hopefully nothing will stand in your way now. 🙂