Betmaster Casino - El jugador no puede acceder a su cuenta.

I requested a withdrawal on February 22, but until today, March 22, they won't let me withdraw. First they told me that it was a problem with the payment provider, then I had to go through a verification process, where they asked me for a series of documents and then they told me that it was approved, I wanted to withdraw and they didn't allow me either, I wrote to their support and they told me that I should be patient and wait for them to contact me and give me an answer. Today I tried to access the account and I am not allowed to access it. I send them email and they don't answer me either. I don't know how much longer to wait and who to turn to to solve this situation

Solicité un retiro el 22 de febrero pero hasta hoy 22 de marzo no me dejan retirar. Primero me indicaron que era un problema con el proveedor de pagos, luego que debía pasar por un proceso de verificación, dónde me pidieron una serie de documentos y luego me indicaron que estaba aprobado, quise retirar y tampoco me lo permitieron, escribí a su soporte y me indicaron que debía tener paciencia y esperar a que ellos se comunicaran conmigo y me dieran una respuesta. El día de hoy intenté ingresar a la cuenta y no se me permite acceder. Les mando correo y tampoco me responden. No sé cuánto tiempo más esperar y a quién acudir para dar solución a esta situación

Dear astrid11silva,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Yes, I had previously made a withdrawal, where I had played with the bonus, I made the withdrawal, days later I deposited approximately 1300 soles again to bet again, I won and when I wanted to withdraw I already had the problem that I mentioned above, despite the fact that this Once I was playing without an active bonus. Talking with support, they told me that I could continue betting without problems, which I did and I won again. But the withdrawal kept failing. I also asked if they could give me another payment method option, but they told me that I should wait for the response from their specialists.

Si, anteriormente había hecho un retiro, dónde había jugado con el bono, hice el retiro, días después volví a depositar 1300 soles aproximadamente para volver a apostar, gané y cuando quise retirar ya tuve el problema que anteriormente mencionaba, a pesar de que esta vez estuve jugando sin un bono activo. Conversando con soporte me indicaron que podía seguir apostando sin problemas, cosa que hice y volví a ganar. Pero el retiro seguía fallando. También solicité si me podían dar otra opción de método de pago, pero me indicaron que se debía esperar la respuesta de sus especialistas.

Thank you for your reply, astrid11silva. Could you please advise which games you focused on - slots, live casino, sports, etc.?

Are you still unable to access your account?

Sports betting: NBA, soccer, hockey, especially those sports. Yes, I still can't access my account to this day.

Apuestas deportivas: NBA, fútbol, hockey, sobre todo esos deportes. Sí, sigo sin poder acceder a mi cuenta hasta el día de hoy.

Thank you for your reply, astrid11silva. As you might know, our forum Casino.guru, deals with complaints regarding online casinos only and we are limited when it comes to helping players who focus on sports betting. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

It's a shame, but still, please share those websites with me.

Thank you

Es una pena, pero de igual forma, compartame esos sitios web por favor.

Gracias

Thank you for your understanding, I will get back to you via email after closing this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.