Betmaster Casino - Pelaajan kotiuttaminen on viivästynyt dokumenttiongelmien vuoksi.

On August 8, I deposited money through machpay, played a little and earned money when I withdrew it, it did not allow me to do so, I contacted support and they gave me steps to follow to withdraw it when I carried out all its steps, they told me that I needed to show a bank statement from March, I did it but they told me that it could not be done since an extract for this month is missing, I have waited for 4 days but apparently they will not let me because I do not have an old bank statement that has nothing to do with it Currently, it means that they will not let me withdraw my money just for that, please help me so that they let me withdraw my money properly, in which case I will have to go through the legal process to be able to recover my money

User name: davo***10@gmail.com

Dear davorbristilo10,

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.

Do I understand correctly that this seems to be the only missing document? Has the casino requested any other documents to verify your account?

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 davorbristilo10,

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.