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I have a problem with my funds currently 10,000 soles. I have been trying to withdraw my funds for several months now but there is always one problem after another.

First of all, as soon as I opened my account, I verified it myself. After a month of playing is when I decide to withdraw and to my surprise the withdrawal button was disabled, when I realized this I contact customer service and they inform me that I must manually verify my account to be able to withdraw, then I proceed to send the documents that request a selfie bank statement and others. Approximately 2 weeks have passed and they answer me that I must send confirmation of the deposits made with my accounts. At that time, I had to wait about a month to be able to obtain those documents that my bank provides me. From time to time I proceed to send the documents when I already had them, and again they make me wait about 10 more days. After that, another problem, they tell me that they do not work with Mastercard and I have to change my withdrawal account to a visa, it takes 10 more days and then they tell me that I can withdraw my funds, I quickly proceed to withdraw them but only They let me make 2 withdrawals and everything is blocked again. I contact customer service again and they tell me that they are maintaining their payment system and to wait. They were like this for 2 weeks just saying to wait and wait and be patient. Then they tell me that if I can make a deposit with an electronic wallet so that this is my new means of withdrawal, I proceed to make the deposit and send my supposed new withdrawal method, and to date they have me waiting another 10 days have passed in those who never give me a solution and only know how to say to wait and wait. From everything I have been able to read in this place from other players it seems that this practice of not allowing their players to withdraw their funds is very common with this bookmaker. It is exasperating to be waiting several months, weeks and only to be told to wait and be patient. I DO NOT RECOMMEND playing at this bookmaker at all because they put a lot of buts on you to be able to withdraw your money and nobody knows how to give you a real answer to what is happening. I hope help please.

Tengo un problema con mis fondos actualmente 10000 soles. Llevo ya varios meses tratando de retirar mis fondos pero siempre existe un problema tras otro.

En primer lugar ni bien abrí mi cuenta la verifiqué yo mismo. Luego de un mes de jugar es cuando decido retirar y para mi sorpresa el botón de retirada estaba desactivado, al darme cuenta de ello me comunico con el servicio al cliente y me informan que debo verificar mi cuenta manualmente para poder retirar, ahí procedo a enviar lo documentos que me solicitan extracto del banco selfie y demás. Pasaron 2 semanas aproximadamente y me responden que debo enviar la confirmación de los depósitos hechos con mis cuentas. En ese momento tuve que esperar como un mes para poder obtener esos documentos que me brinda mi banco. Desde del tiempo procedo a enviar lo documentos cuando ya los tenia , y otra vez me hacen esperar como 10 días más. Luego de ello otro problema, me indican que no trabajan con Mastercard y tengo que cambiar mi cuenta de retiros a una visa, demoran 10 días más y luego me indican que ya puedo retirar mis fondos, rápidamente procedo a hacer el retiro de ellos pero solo me dejan hacer 2 retiros y se vuelve a bloquear todo de nuevo. Vuelvo a comunicarme con atención al cliente y me indican que están dándole mantenimiento a su sistema de pagos y que espere. Así estuvieron por 2 semanas solo diciendo que espere y espere y que tenga paciencia. Luego me dicen que si puedo hacer un depósito con una billetera electrónica para que ese sea mi nuevo medio de retiros, procedo a hacer el depósito y Envio mi supuesto nuevo método de retiro, y hasta la fecha me tienen esperando ya pasaron otros 10 días en los que nunca me dan solución y solo saben decir que espere y espere. Por todo lo que he podido leer en este lugar de otros jugadores parece que esta práctica de no permitir a sus jugadores que retiren sus fondos en muy común con esta casa de apuestas. Es desesperante estar esperando varios meses, semanas y que solo te digan que esperes y que tengas paciencia. NO RECOMIENDO en absoluto jugar en esta casa de apuestas pues te ponen muchas peros para poder retirar tu dinero y nadie sabe darte una respuesta real de lo que sucedes. Espero la ayuda por favor.

Dear Lramos26,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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

Hello, yes, other options are supposedly being executed, but as I said, there is always something suspicious that prevents me from releasing my funds. First they say that you have problems with Mastercard and that you change to a visa, change to a visa and I was able to make 2 withdrawals of 2500 soles each and at the same time

Instantly it was blocked again, they said that there was maintenance and it would be fixed in hours but it has been weeks and it still hasn't been fixed and according to them they are still looking for a solution. This is when they suggest I change my method again by making another deposit, which also seems absurd and inappropriate on their part to ask for deposits to be able to withdraw the winnings. Well, I make a minimum deposit with an electronic wallet, Skrill to be more specific, and to date they have me waiting and the only answer they give me is to be patient and nothing more.

My account was verified the first days I opened it, weeks later to be able to withdraw at their request I had to verify it again with more documents and as usual they also took a long time but my account was verified correctly.

Hola si efectivamente se están supuestamente ejecutando otras opciones pero como conté, sospechosamente siempre existe algo que impide que pueda liberar mis fondos. Primero dicen que tiene problemas con Mastercard y que cambie a visa, cambie a visa y pude hacer 2 retiros de 2500 soles cada uno y al

instante se volvió a bloquear, ellos dijeron que había mantenimiento y se arreglaría en horas pero ya llevan semanas y aun no se arregla y según ellos siguen buscando solucion. Aquí es cuando me sugieren volver a cambiar mi método haciendo otro depósito lo cuando me parece también absurdo y desubicado de su parte pedir que se hagan depósitos para poder retirar las ganancias. Bueno hago un depósito mínimo con una billetera electrónica, Skrill para ser más específicos y a la fecha me tienen esperando y la única respuesta que me dan es que tenga paciencia y nada más.

Mi cuenta fue verificada los primeros días que la abrí, semanas después para poder retirar por solicitud de ellos tuve que volverla a verificar con mas documentos y como es costumbre se demoraron mucho también pero si se verifico mi cuenta correctamente.

Updating my problem, yesterday, January 8, I received a message saying that the withdrawals were already available for my account. Today, January 9, I tried to withdraw and nothing could be withdrawn. I write again and I tell them that it could not be withdrawn and they tell me the same old story "that there is a problem with the payment provider". In other words, the same in 18 days they did not solve anything.

And finally, on December 30, I added an electronic wallet as an alternative withdrawal method and they told me that I had to go through a process and all that. Well, today, January 9, they also inform me that they did not do it because they needed confirmation when I clearly told them to do it, that is, in 18 days they did absolutely nothing at all. They just told me to wait 24 more hours and they told me again to wait and be patient. It's terrible how this company does what it wants with its players.

Actualizando mi problema, el día de ayer 8 de enero me llegó un mensaje diciendo que los retiros ya estaban disponibles para mi cuenta. Hoy día 9 de enero intente retirar y no se podía retirar nada. Vuelvo a escribir y les comento que no se podía retirar y me vuelven a decir el mismo cuento de siempre "que hay un problema con el proveedor de pagos". Ósea lo mismo en 18 días no solucionaron nada.

Y para terminar, el día 30 de diciembre agrege una billetera electrónica como método de retiro alternativo y me dijeron que tenía que pasar por un proceso y todo eso. Bueno hoy 9 de enero también me informan que no lo hicieron porque necesitaban una confirmación cuando yo claramente les indique que lo hicieran ósea en 18 días no hicieron absolutamente nada de nada. Me acaban de decir que espere 24 horas más y me volvieron a decir que espere y que tenga paciencia. Es terrible cómo está empresa hace lo que quiere con sus jugadores.

Thank you very much, Lramos26, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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.  

Dear Lramos26,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Betmaster Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Betmaster Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

We would like to assist the customer the best to resolve this issue, however we could not find any account registered with the specified email address.

Dear customer, could you please provide us with your login details (email or phone number with a country code), so we could identify your account and help with the complaint resolution the best way.

We look forward to your reply,

Regards.

Dear Lramos26,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.