Betmaster Casino - El jugador está luchando para completar la verificación de la cuenta.

Dear marcello.gnan,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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,

Petronela

What are the chances that they won't pay me? Do you have any other feedback on this mess?

Che probabilità ho che non mi paghino? Avete altri feedback su questo casino?

they asked me to deposit with a USDT-TRC20 crypto ... the address they provided was neither on coinbase nor on crypto.com.

I lost another 100 euros.

mi hanno chiesto di depositare con una cripto USDT-TRC20 ... l'indirizzo da loro fornito non andava nè su coinbase nè su crypto.com.

Ho perso altri 100 euro.

Do I understand correctly that your preferred payment method to withdraw your winnings isn't available?

Yesterday they asked me to make a deposit with another crypto to enable that crypto. They have just written to me that it is no longer available and now they want to make a bank transfer and turn over a copy of my credit card. In the meantime, the winnings have increased to € 35,000.00

Ieri mi hanno chiesto di fare un deposito con un altra cripto per abilitarmi quella cripto. Mi hanno appena scritto che non è più disponibile e adesso volgiono fare bonifico e volgiono la copia della mia carta di credito. Nel frattempo la vincita è aumentata a 35.000,00 euro

Thank you very much, marcello.gnan, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Now they told me that the card number is not needed and that they will make the transfer. I don't know how long, I don't know when, they don't answer.

Adesso mi hanno detto che il numero della carta non serve e che faranno bonifico. Non so di quanto, non so quando, non rispondono.

Hello Marcello!

From now on, I will take care of your complaint. I would like to invite representatives of Betmaster Casino into this complaint in order to help us sort out the withdrawal issues.

Do whatever you think is best for the resolution. tell me what to do

Fai tutto quello che ritieni migliore per la risoluzione. Dimmi cosa devo fare

Let me know? But is it normal that they do this? Why are they doing this? Are they scammers?

Mi fai sapere? Ma è normale che facciano così? Perché fanno così? Sono truffatori?

We would like to ask Betmaster Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Hello,

Please kindly be advised that the customer has already submitted the official complaint to our Regulator and the complaint is being handled there. The customer is sending us hundreds of messages, however his complain will be reviewed by the Gaming Commission according to the complaints handling procedure we are obliged to follow.

Anyways, I can reply to the questions below. The customer was asked to undergo the KYC procedure before withdrawing his winnings, which is a normal practice. He failed to complete it from the first time. When the KYC procedure was completed, the customer was offered to make a bank transfer to his bank account. Unfortunately, the first provided IBAN did not support SEPA bank transfers, we even provided the customer with the proof. Therefore, our payments team requested another IBAN, which was successfully provided. But as you understand it took some time to start paying out of the winnings due to the factors mentioned above.

Please kindly note that to the current date, the total deposited amount is 803.69 Eur, the total withdrawn amount is 15900 Eur. The support team suggested closing gaming sections in order not to spend funds. I have been informed that today the customer asked to close his gaming sections permanently.

Therefore, the customer should wait for the rest of the funds to be paid out via the bank transfer by the payment team.

Also, I would like to draw your attention to our T&Cs, according to which the funds can be withdrawn from the account up to 5 business days considering the specific terms are met. Additionally, the individual withdrawal limits may be applied at the discretion of the Company.

The customer has to understand that his multiple threatenings and demands to our support team will not help to speed up the process, since we are acting according to our Rules. 

As mentioned above, there is an official complaint submitted to our Gaming Commission, therefore, we will communicate to the customer involving the Regulator as the process requires.

Kind regards. 

Rovigo, November 19, 2021

Unfortunately, the delay with which the casino is paying is nothing short of respectful of my person and the contract.

On Friday 12.11.2021 I had asked VERY IN ADVANCE to load the cryptocurrencies for withdrawal.

6 days have passed and no response or feedback.

I ask more and more for the protection of my rights.

The Casino claims to respect the terms of the regulation and that the days of evasion from the request are 5. Here the request is Friday 12 and 6 days have elapsed.

As always, no respect for the customer.

I await feedback from the Casino.

Lawyer Marcello Gnan

Rovigo, lì 19 novembre 2021

Purtroppo il ritardo con il quale il casino sta pagando è a dir poco rispettoso della mia persona e del contratto.

Venerdì 12.11.2021 avevo chiesto con MOLTO ANTICIPO di caricare le cryptovalute per il prelievo.

Sono trascorsi 6 giorni e nessuna risposta o riscontro.

Chiedo sempre di più la tutela dei miei diritti.

Il Casino afferma di rispettare i termini del regolamento e che i giorni di evasione dalla richiesta sono 5. Ecco la richiesta è di venerdì 12 e di gironi ne sono trascorsi 6.

Come sempre nessun rispetto per il cliente.

Attendo riscontro dal Casino.

Avv. Marcello Gnan

What is happening with the site is to get casino guru to report that it is a scam.

They are scammers.

They close accounts for no reason with money in it and there is NO reason.

It is a scam.

It's a shame.

Quello che sta accadendo con il sito deve fare in modo che casino guru segnali che si tratta di una truffa.

Sono dei truffatori.

Chiudono gli account senza motivo con i soldi dentro e NON C'E' motivo.

E' una truffa.

E' una vergogna.

Rovigo, 11.22.2021.

Account closed again without notice and without having written a single sms in the chat.

an inexplicable behavior towards me.

The account contained € 15,000.39 (11,000.39 on Friday but the bank transfer of 4,000.00 had not yet arrived).

This morning I received two wire transfers of € 4,000.00 so the casino still has to pay me € 7,000.39.

I ask for the account to be reopened because the excuse that the account has been closed due to the site's policies does not hold. With slots closed and chat closed there is no reason not to show me your balance.

I ask for the account reopening and the bank transfer of Euro 7,000.39 which is missing.

Lawyer Marcello Gnan

Rovigo, lì 22.11.2021.

Account nuovamente chiuso senza preavviso e senza che io abbia scritto un solo sms nella chat.

un comportamento inspiegabile nei miei confronti.

Nel conto erano presenti €15.000,39 (11.000,39 venerdì ma il bonifico di 4.000,00 non era ancora arrivato).

Questa mattina ho ricevuto due bonifici di euro 4.000,00 quindi il casino mi deve ancora versare Euro 7.000,39.

Chiedo la riapertura del conto perchè la scusa che il conto è stato chiuso per le politiche del sito non regge. Con le slot chiuse e con la chat chiusa non c'è motivo di non mostrami il saldo.

Chiedo riapertura dell'account e il bonifico di Euro 7.000,39 che mancano.

Avv. Marcello Gnan

Dear Betmaster representatives,

Could you please provide us with more information on why it was necessary to close the player's account?

There is no reason. Only harassing behavior towards me.

I have never offended anyone, I only asked for the payment of the winnings and to know when they pay.

From the last email I don't understand why we closed my account but they seem to be saying to pay the last 7,000.39 euros in the week. Obviously they do not specify the date.

In my opinion they want to cheat me having closed the account. 7,000.39 euros are missing.

Non c'è un motivo. Solo comportamenti vessatori nei miei confronti.

Io non ho mai offeso nessuno ho solo chiesto il pagamento della vincita e di sapere quando pagano.

Dall'ultima mail non capisco perché abbiamo chiuso il mio account ma sembra dicano di pagare gli ultimi 7.000,39 euro in settimana. Ovviamente non specificano la data.

Secondo me volgiono fregarmi avendo chiuso l'account. Mancano 7.000,39 euro.

The payment of Euro 7,000.39 is missing. By blocking access to my account, I cannot verify the funds.

It is a violation of my rights

Manca il pagamento di Euro 7.000,39. Bloccandomi l'accesso al conto non posso verificare i fondi.

È una violazione dei miei diritti

As you can see not only have they not paid me yet (we will pay this week) but they don't tell you when and they don't unlock my account (blocked for no reason). I am very disheartened

Come vedi non solo non mi hanno ancora pagato (pagheremo questa settimana) ma non ti dicono quando e non mi sbloccano l'account (bloccato senza motivo). Io sono molto avvilito

They didn't pay today. And they promised it.

Oggi non hanno pagato. E lo avevano promesso.

Dear Marcello,

I am very sorry to hear, that you did not receive your last withdrawal, but please note that we are still waiting for the response of Betmaster Casino. I am pretty sure, they will be able to come back with an explanation, of what is the reason.

They closed my account for no reason, today they promised payment and I didn't get one euro. they are scamming me. It's not like that.

Mi hanno chiuso l'account senza motivo, oggi avevano promesso il pagamento e non mi è arrivato un euro. mi stanno truffando. Non si fa così.

what drives you to behave so deplorable? what prompts you to write that you will pay and then not pay? why do you behave like this?

cosa vi spinge a tenere un comportamento così deplorevole? cosa vi spinge a scrivere che pagherete e poi non pagate? perché vi comportate così?

License revoked. Here's how they behave

Licenza revocata. Ecco come si comportano

We would like to ask Betmaster Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

They have paid. The methods are barbaric but they paid off

Hanno pagato. I metodi sono barbari ma hanno pagato

Dear Marcello,

I am glad to see that you received your funds. Do you consider your issue to be resolved as of now?

Yes, but the experience was deleterious

Si ma l'esperienza è stata deleteria

As the complaint has been resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.