Betmaster Casino - El jugador se enfrenta a un proceso de retiro demorado.

Hello, I've been trying to withdraw my funds from this casino for over a month. They ask for documents, which is fine, but two weeks have passed since the last document they requested, and I haven't received any response. They asked for bank statements from the previous five months, which I sent, but now they're asking for the same statements from a different bank. This makes no sense, since I've only ever deposited money into this casino using a virtual card, which is linked to a single bank. I've been waiting for two weeks for them to clarify exactly what they're asking for, but I haven't received a response. I've had no choice but to file a complaint.

Hola, llevo intentando retirar mis fondos de este casino más de un mes. Me piden documentos, hasta ahí todo correcto, pero desde el ´último documento que me pidieron, han pasado ya 2 semanas sin ningún tipo de respuesta. Me requirieron los extractos bancarios de mis 5 meses anteriores, se los envíe, pero lo último era que me pedían lo mismo, pero de otro banco que tuviera. Algo sin sentido, ya que a ese casino solo he ingresado a través de una tarjeta virtual, la cual pertenece a un solo banco. Llevo dos semanas a la espera de que me indiquen con exactitud a que se refieren, pero no tengo respuesta, no me ha quedado más remedio que abrir queja

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Dear caniche7, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Betmaster Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 
• Could you please clarify when exactly you requested the withdrawal? 

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, 

Katarina

Have you made any successful withdrawals before?

No

Can you confirm that you have passed the KYC verification?

No, they've asked me for uncertain documents, and when I asked for more information I haven't received a response for 2 weeks.

Have you accumulated your earnings with or without an active bonus?

No bonus

Could you clarify exactly when you requested the withdrawal?

I started the withdrawal and KYC process a month ago

¿Has realizado algún retiro exitoso anteriormente?

No

¿Podría confirmar que ha superado la verificación KYC?

No, me han pedido documentos inciertos, y al pedir más información llevo 2 semanas sin recibir respuesta

¿Has acumulado tus ganancias con o sin un bono activo?

Sin bono

¿Podría aclararnos exactamente cuándo solicitó la retirada?

Hace un mes empecé el proceso de retiro y kyc

I've received these messages. They're asking for bank statements from an account ending in 0596, even though it's not my account. It belongs to another casino, and I sent my money there to deposit funds into my account. It makes absolutely no sense.

He recibido estos mensajes. Me están pidiendo extractos bancarios de esa cuenta terminada es 0596, cuando es una cuenta que no es de mi propiedad. Es una cuenta de otro casino a la que yo envié mi dinero para ingresar a mi cuenta de ese casino. No tiene ningún tipo de sentido

Dear caniche7,

thank you for your reply.

What payment method have you used to make a deposit at this casino, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

What payment method did you use to make a deposit at this casino, please?

Card

I have mailed the recent communications

¿Qué método de pago ha utilizado para realizar un depósito en este casino, por favor?

Tarjeta

He enviado por correo las comunicaciones recientes

Dear caniche7,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betmaster Casino representative to join this conversation.

Dear Betmaster Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the 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 may negatively affect its rating.

Hello,

Thank you for your request.

We have checked the account and see that the payout was declined. We escalated this request to the payment provider we use for transactions, and they advised that the payout was declined due to an issue on the issuing bank’s side. Unfortunately, there could be different reasons for a card payout decline, which we cannot influence from our end. They recommended that the customer contact their bank for more details.

However, we have suggested alternative withdrawal options so the customer can still access their funds.

We sincerely apologise for the situation, and if there are any further questions, our support team will be happy to assist.

Kind regards,

Dear player,

Have you been able to agree upon a different withdrawal method with the casino?

I tried to withdraw using my virtual card, but according to them, my bank is rejecting the payment, which isn't true after contacting them. They asked me to deposit with another card, or use another method to withdraw using that method, but I don't currently have access to other methods like MiFinity or Jetonbank, and they won't let me deposit with another card either, so I'm seeing if I can...

Intenté retirar por mi tarjeta virtual, pero según ellos mi banco está rechazando el pago, cosa que no es cierta tras haber contactado con ellos. Me han pedido que ingrese con otra tarjeta, o mediante otro método para retirar por ese método, pero bueno de momento los otros métodos tales como mifinity o jetonbank no los tengo y tampoco me deja ingresar con otra tarjeta, así que estoy viendo a ver si puedo

Dear player,

Could you please send me explanation from your bank regarding the issue?

Please note, that in some cases, setting up of a new account or wallet is needed to be able to complete a withdrawal, if the previous methods fail.

Dear caniche7,

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.

Yes, I've already been paid.

si, ya me pagaron

Dear caniche7,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru