Betmaster Casino MX - O jogador experimenta atraso na retirada devido ao processo de verificação estendido.

The casino requested a series of documents for my account verification, which I sent a week ago. Despite persistently following up and writing to them about my case, they tell me that the verification process is still underway. However, after over 100 hours of waiting, they have asked for a pdf of my bank transactions for a specific day. I've already sent them pdfs of my bank movements to confirm my account status. I kindly ask for your support because I feel they do not want to pay my winnings.

El casino me pidió una serie de documentos para la verificación de mi cuenta, misma que ya envié tiene una semana, a pesar que he estado al pendiente y escribiéndoles para saber el caso, me comentan que sigue el proceso de verificación, pero pasada mas de 100 hrs de espera me comentan que requieren un pdf con los movimientos del banco de un dia en específico, ya mande pdf de movimientos para comprobar mi cuenta, su apoyo por favor porque siento que no me quieren pagar mis ganancias

Dear Sarajaelto,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I have already sent the pdf that the casino requested, I am still waiting for verification, I will follow up

Ya envie el pdf que el casino solicito, sigo en espera de la verificación, daré seguimiento

They confirmed receipt, but I'm still waiting, how long can verification take? Your support please

confirmaron de recibido, pero aun sigo en espera, cuanto tiempo puede tardar una verificación? Su apoyo por favor

Good morning, the verification was successfully completed and I was able to withdraw, thank you

Buenos dias, ya se realizo con exito la verificación y pude retirar, gracias

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Sarajaelto, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru