Betmaster Casino - Гравець чекає підтвердження його рахунку.

Hello,

i hope that you can help me . I opened account with betmaster back in 2020 and deposited money and lost. At 07.07.2012 i deposited 100 and then 300 Euro and then my balance is around 1070 Euro (real money ) . All my deposits was made via Visacard Then betmaster sent me an Email about 100% up to 500 Euro deposit Bonus. So i deposited 500 and get 500 . I did all the Rollover requirements as you see in the images. Then when i tried to withdraw the money they always cancel the withdraw (without any reason) . When i contacted the customers support they told me that they have technical issue with all of the payments methode ( which is a big Lie) because i read already a lot of complaints from customers which they told them the same thing) . So they want me to withdraw via crypto which i dont know much about and the Prices are crazy ( month ago bitcoin lost around 50 percent in one day maybe) . Then i accept to withdraw the money via bitcoin . They asked me for a lot of documents which i immediately sent. around 10 Documents ( ID, visacard, bank statement, 3 Selfies with my face, id an live Chat behind ….. etc) . All the documents was sent with high quality. Until now im waiting since 6 days. There is nothing. They always told me to wait and threaten me to maybe wait for months !!!! .

im student and i dont have a lot of money . I swear this was everything that i had .

please help me i didn’t do anything wrong and am afraid because i read a lot of bad reviews (same story as mine) .

thanks alot for your Help.

Dear Khalaf7,

Thank you very much for submitting your complaint. I’m very 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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.

If all the data is correct, there should be no reason for the casino to delay your withdrawal. Since it may take some time to fully review all documents, I would recommend you waiting for a little bit more.

I will set the timer for additional 7 days, and if there is no development, we will intervene. In the meantime, would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru?

Lastly, please keep us updated and let us know if there is anything new.

Best regards,

Kristina

Hello kristina,

thank you very much for the quickly Answer. Ok i will wait for another couple of days.

i sent you an Email.

Best regards

Abd

Hallo again,

as i wrote its not about the verification . My account is now successfuly verfied after i sent tons of documents (more than 11 selfies) . Now they still tell me that i should wait to withdraw. When i try to withdraw money (this problem is since 9 days). They still tell me to wait i dont know why!!! What i know that my story is exactly like other stories of customers with betmaster which they didnt see thier money again. I told them this is all the money left to me i have 0 Euro on my bank account . This is all the Money that i have .

please help. Thanks alot again

Best regards

Abd K***

Do I understand correctly, that you aren't able to request the withdrawal? Are you receiving any messages when you try to do that? Is the casino asking you to wait and request the withdrawal later?

Please, forward all the relevant communication between you and the casino regarding this issue to kristina.s@casino.guru.

Dear Khalaf7,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.