Betmaster Casino - El retiro del jugador se retrasa debido a la verificación de la cuenta.

Good evening. I have been playing on Betmaster since 2021. On December 2, I won 700 euros and made a withdrawal, but it was returned to my account the next day. I contacted chat support for an explanation, and they told me they needed to verify my account. They asked for several documents plus two selfies, one of which had to include their open chat window on my computer monitor. I sent everything as requested. It's been 15 days, and they are still verifying my account (they initially said it would take a maximum of 5 business days). Every day I contact them, and their response is as follows:

Today, after yet another request for withdrawal and account verification, they responded with a veiled threat.

I read on your site that this type of behavior is unheard of.

I kindly ask for your help.

It's an unfortunate period as I have two withdrawals pending from two different casinos, and they are not paying me.

Buonasera gioco su betmaster dal 2021, il 2 dicembre ho fatto una vincita di 700 euro ho fatto un prelievo ma e tornato sul mio conto gioco il giorno dopo, ho contattato la chat per le spiegazione e mi hanno detto che dovevano verificare il mio conto, mi hanno chiesto una serie di documenti più 2 selfie uno dei quali con monitor pc che dove era aperta la loro chat, comunque ho mandato tutto, sono 15 giorni che stanno verificando ( avevano detto in chat massimo 5 giorni lavorativi ), comunque ogni giorno li contatto e la loro risposta è la seguente:

oggi dopo la mia ennesima richiesta di prelievo e di verifica del conto mi hanno risposto con una velata minaccia

ho letto nel vostro sito che sono lolita avere questo tipo di comportamento

vi chiedo cortesemente di aiutarmi .

periofo sfortunato ho 2 prelievi su due diversi casinò e non mi pagano

Dear Lucaluca,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning on 4.12.2024 I provided identity card bank statement where my credit card used for deposits is evident credit card photo selfie with documents in hand and the credit card with the screen of their chat behind it as they asked me for the electricity bill for the residence. All documents were accepted because they were nep

required format.

Buongiorno il giorno 4.12.2024 ho fornito carta identità estratto conto bancario dove si evince la mia carta di credito usata x depositi foto carta di credito selfi con i documenti in mano e la carta di credito con dietro la schermata della loro chat così come mi hanno richiesto bolletta luce per la residenza .tutti i documenti sono stati accettati perché erano nep

formato richiesto.

Good morning, the situation is always the same, exactly 18 days have passed since the documents were sent.

Buongiorno la situazione è sempre uguale sono passati esattamente 18 giorni dall’’invio Dei documenti

Can you please intervene. Thank you

Potete intervenire per favore. Grazie

Kristina good evening I wanted to inform you that after 20 days they paid me all my winnings. Thanks for the support.

Kristina buonasera volevo informarti che dopo 20 giorni mi hanno pagato tutte le mie vincite . Grazie del supporto.

No sorry kristina .. it was referring to the problem I had with RoyalGame .. with betmaster still nothing 18 days that I sent the documents and they tell me that I have to. Be patient and in the meantime I can't withdraw 700 euros

No scusa kristina .. era riferito al problema che avevo con RoyalGame .. con betmaster ancora nulla 18 giorni che ho mandato i documenti e mi ripetono che devo. Avere pazienza e intanto non posso prelevare 700 euro

Thank you very much for your reply, Lucaluca. Has there been any further communication between you and the casino aside from the one you shared in your initial message? If you have been in contact with the casino, please forward all the messages to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good morning, obviously I write every day in chat to get news, here are the answers always the same

Buongiorno chiaramente scrivo tutti i giorni in chat per avere notizie ecco le risposte sempre uguali

I read on your site that betmaster often applies this method, that is, the document check with very long times and then close the account without real reasons... clearly to avoid paying the winnings. I hope this is not my case and that is why I kindly ask you to intervene to prevent this. Thank you

Ho letto nel vostro sito che betmaster molte volte applica questo metodo cioè quello del controllo documentale con tempi lunghissimi per poi chiudere il conto senza motivi reali .. chiaramente per non pagare le vincite. Spero non sia il mio caso ed è per questo che chiedo gentilmente di intervenire per prevenire questa cosa . Grazie

The usual answer today

Oggi la solita risposta

good morning can you help me .. the situation is always the same

buongiorno mi potete aiutare .. la situazione è sempre uguale

Kristina I am at the mercy of this site, I am tempted to file a complaint with the competent authorities because I can't find a solution

Kristina sono in balia di questo sito, sono tentato di fare una denuncia all’autorita competenti perché non trovo soluzione

Thank you very much, Lucaluca, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Good morning even today the usual answers that I attach have passed 25 days while you help please?

Buongiorno anche oggi le solite risposte che allego sono passati 25 giorni mentre aiutate per favore?

Dear Lucaluca, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Betmaster Casino representative to join this conversation. 

Dear Betmaster Casino, could you please provide more information about this case? 

Looking forward to your reply.

Thanks, let's hope it goes well!!

Grazie speriamo bene !!

Good morning Katarina I wanted to know why the Betmaster representative has not yet shown up, it's been almost 30 days and they still haven't checked my account and I can't withdraw my 700 euros I'm attaching today's response, December 30th from. Part of their chat

Buongiorno Katarina volevo sapere perché il rappresentante di betmaster ancora non si è presentato, sono passati quasi 30 giorni e loro ancora non hanno controllato il mio account ed io non posso ritirare i miei 700 euro ti allego la risposta di oggi 30 dicembre da. Parte della loro chat

But what are they saying?

Ma che stanno dicendo

I'm sending you the proof now

Adesso vi mando la prova

here is my balance that they won't let me withdraw

ecco qui si evince il mio saldo che non mi fanno ritirare

Hello,

Thank you for providing the clarified details.

If you have submitted all the necessary documentation requested, the verification process will be successfully completed.

However, we will investigate the reason for the delay and notify you as soon as we receive a response from the Security department.

Thank you for your patience and cooperation.

Regards.

There

my complete documentation was sent on 12/4/2024 and since then I'm still waiting, I've always played with you and withdrawn without problems so all this seems strange to me, I've been registered with you for more than three years. I hope for a quick conclusion and I thank you in advance

La

mia documentazione completa e’ stata mandata il giorno 4.12.2024 e da allora sto ancora aspettando, ho sempre giocato con voi e prelevato senza problemi quindi mi pare strano tutto questo, sono iscritto con voi da più di tre anni . Spero in una rapida conclusione e anticipatamente ringrazio

Good morning, even today 31.12.2024, no news from betmaster, to check an account and the documentation they want you as they say 5 working days in my case 30 have passed... truly inexplicable... I have the feeling and fear that it is a strategy to prevent players from withdrawing, I sent all the complete documentation on December 3 and since then no one has come forward. Tell me what should I do?

Buongiorno anche oggi 31.12 2024 nessuna novità da betmaster, per controllare un account e la documentazione vi vogliono come dicono loro 5 giorni lavorativi nel mio caso ne sono passati 30 .. veramente inspiegabile.. ho la sensazione e il timore che è una strategia per non far prelevare i giocatori , ho mandato tutta la documentazione completa il 3 dicembre e da allora nessuno si è fatto vivo . Ditemi che devo fare?

Here is your intimidating response that your chat sent me I reiterate that I have never violated any rules

Ecco la vostra risposta intimidatoria che mi ha mandato la vostra chat ribadisco che non ho mai violato nessuna regola

Dear Lucaluca, 

thanks for all your messages.

Dear Betmaster Casino,

we take all allegations with the utmost seriousness. Could you please provide evidence of the breach of our terms and conditions? You may send the necessary documentation to my email at katarina.d@casino.guru.

Looking forward to your reply.

Good morning, it's been 32 days since I sent the documents for the verification of my account and still no one has given me news, so I can't withdraw my money. It doesn't seem like honest behavior to me.

Buongiorno sono passatoi 32 giorni dall’invio dei documenti per il controllo del mio account e ancora nessuno mi da notizie così facendo non posso prelevarli i miei soldi . Non mi sembra un comportamento onesto

katarina good evening they still haven't given me any kind of response after 32 days... if there had been problems they probably would have already communicated it probably and a way

to prevent me from withdrawing my money, there are no other explanations also because by regulation they have 5 working days to check an account and 30 in exceptional cases and they have exceeded both terms

katarina buonasera loro ancora non mi hanno dato nessun tipo di risposta dopo 32 giorni .. se ci fossero stati dei problemi probabilmente già lo avrebbero comunicato probabilmente e un modo

per non farmi prelevare i miei soldi, non ci sono altre spiegazioni anche perché per regolamento hanno 5 giorni lavorativi per controllare un account e ben 30 in casi eccezionali e loro hanno superato tutte e due i termini

Good morning, today I received confirmation from the Betmaster chat that the

my account has been verified i have withdrawn and i am waiting for the outcome. i will update you as soon as the transaction is made.

Buongiorno oggi mi è arrivata dalla chat di betmaster la conferma che il

mio account è stato verificato ho prelevato e aspetto l’esito . Vi aggiorno appena sarà effettuata la transazione .

Dear Lucaluca, 

thank you for the updates. It appears that progress is gradually being made in the right direction. Have you received your funds yet?

Good morning, I finally received the funds.. first of all I would like to thank you for the help received and precise and I advise everyone against playing on betmaster. Have a nice day!

Buongiorno finalmente ho ricevuto i fondi .. intanto vorrei ringraziarvi per l’aiuto ricevuto e preciso e sconsiglio a tutti di giocare su betmaster . Buona giornata !

Hello Lucaluca,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Lucaluca,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru