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I already sent them everything they asked me for and they just make fools of themselves until I send them a screenshot of all the transactions I send them and the account where I ask them to withdraw is the same one from which I deposited but they only know how to say wait they don't even have a number to dial and the emails do not arrive horrible

ya les mande todo lo que me pidieron y se hacen tontos nadamas hasta les mande captura de todas las transaciones que les mande y la cuenta a donde solicito me retiren es la misma de la cual deposite pero solo saben decir que espere no tienen ni numero para marcar y los correos no les llegan horrible

Dear Natalia,

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

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

It took about 2 weeks since I tried to make my withdrawal for the first time. They rejected it and asked me to send a photo of all the deposits that I had made, which were 5, I sent them all and it is the date that they do not give me any response, but wait already 7 times and tried to withdraw and they return the money to the casino

llevo aproximadamente 2 semanas que intente la primera vez hacer mi retiro .. me lo rechazaron y me pidieron mandar foto de todos los depositos que habia echo que eran 5, se los mande todos y es la fecha que no me dan respuesta alguna mas que espere ya 7 veces e intendado retirar y me regresan el dinero al casino

Thank you very much, Natalia, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.  

Hello Natalia,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you.

I would like to ask representatives of Betmaster Casino to join the discussion in order to help us resolve the issue.

Betmaster Casino, were the documents Natalia provided to your satisfaction? Do you require any more documents to complete the verification procedure? When can we expect the verification procedure to be finished and withdrawals to be enabled?

Hello,

Could you please provide me with the correct login details so I could check it with the KYC Team. Unfortunately, the provided email is not identified in our system.

I look forward to your reply,

Best regards.

Thank you Natalia, I will contact the Security Team to get all the details and come back to you shortly.

Kind regards.

BM Team

Hi again,

I have checked this case with the relevant department.

Please be advised that the automatic KYC failed because the data entered upon registration did not match with the provided documents. Therefore, this case was escalated further to the Security team and deposits confirmation was requested. At the moment the case is under review and the withdrawals will be processed once the KYC has been successfully completed.

The CS team will communicate the customer about further steps.

Please accept our apologies for the inconvenience this may have caused you.

Regards.

You already have a week to send all the screenshots of each deposit

ya tiene una semana que mande todos los screnshot de cada deposito

Hello Natalia,

Could you please rephrase your question?

As per the Security team, the deposits confirmation also included the third party name but not the account owner name. Therefore, there was sent a request to you about provided documents to verify the real owner of the account, could you please reach out to the Support Team if haven't done yet.

I would like to draw your attention to the following T&Cs clauses:

11. For purposes of fraud prevention and restricting underaged gambling when making payments, including by bank cards or by other payment means, disputing on payments by third parties and investigating such cases, the Company can verify all payments. In such case the Client must provide upon request the following documents:

● for establishing your identity and/or verification of your age, your identification documents: ID card, driving license, passport, etc

● for verification of your address: a bank statement, utility bill, or other documents;

● for the validation of a payment transaction or a withdrawal of funds: the documents requested by our partners - payment systems or agents, in accordance with the professional requirements for combating money laundering and illegal financial transactions;

Kind regards.

Hello Natalia,

Are you aware of any issue with the third party name, different than yours, on the documents provided to the casino? Can you explain your point of view?

No, maybe I got the date wrong or something, the truth is that I can't even see the data, they ask me to correct it, but it doesn't allow it.

no de talvez me confundí en la fecha o algo la verfad es que ni siquiera puedo ver los datos piden qur los corrija pero no lo permite

I only get this but I can't do anything

solo esto me sale pero no puedo hacer nada

Hello Natalia,

Please be advised that you need to solve this directly with the support team since they will advise you on how to proceed further in such cases.

Tomas, if you need any proof, please let us know and we will send it to your email. However the customer should reach out to the support team directly as withdrawals will be only available after successful KYC and when we make sure that this is indeed the customer's account and funds are legitimate.

I hope for your understanding.

Thank you

I already sent you all the deposits, I did not even make them with a card, I did it from SPEI, interbank transfer, and I am requesting the withdrawal to the same account from which I sent the deposits, it is impossible that it could be fraud since the account is the same and much more It's impossible for me to be a minor, I've been communicating with support for weeks and I sent them each one of the receipts for each deposit with the date and time. They made me look for all of them, even the old mad ones, and I sent them all to them, and according to that, it was what they needed so that they could My withdrawal will remain but every time I ask they just tell me that they are verifying even though the department in charge of that is already delayed... I asked for a number to dial and they told me that they don't have a phone number and in the live chat I think they just copy and paste the same answer

ya les mande todos los depositos ni siquiera los realize con tarjeta lo hize desde SPEI transferencia interbancaria y el retiro lo estoy solicitando a la misma cuenta de donde les mande los depositos es imposible que pudiera ser fraude ya que la cuenta es la misma y mucho mas imposible que sea menor de edad ya llevo semanas comunicandome com soporte ya les mande cada uno de los comprobantes de cada deposito com fecha y hora me hizieron buscarlos todos hasta los mad antiguos y se los mande todos y segun eso era lo que necesitaban para que ya quedara mi retiro pero cada que pregunto solo me dicen que estan verificando aun que ya se retraso el departamento encargado de eso.. pedi numero para marcar y me dijeron qur no cuentan con numero telefonico y en el chat en vivo creo que solo copian y pegan la misma respuesta

Thank you for the explanation.

Unfortunately, I have another information from the Security department and the support team. They requested additional explanation from you which was not provided so far.

Hello Natalia,

Is there any news? I've sent you an email on Friday last week with additional questions. Please check your inbox and reply to my email at tomas@casino.guru

Much appreciated!

Dear Natalia ,

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 rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.