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Buenas tardes

I want to withdraw money, and when requesting the necessary information, I send everything they ask for.

and now they are requesting movements from my bank, is this legal?

What is the use of knowing who else I transfer money to? Isn't it enough just to ask me for a screenshot with the money deposited in your account?

Cheers

Buenas tardes

quiero retirar dinero , y al solicitarme la información necesaria , envío todo lo que me piden.

y ahora me están solicitando movimientos de mi banco , es legal esto ?

de que les sirve saber a quien mas le transfiero dinero ? No bastará solo con que me pidan pantallazo con el dinero depositado a su cuenta ?

saludos

Dear Rmoragaa,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Buenas tardes

They tell me that the account is already verified and I can make withdrawals, but when I make them they are rejected.

They are reviewing but still not fixed.

Buenas tardes

me dicen que la cuenta ya se encuentra verificada y puedo hacer retiros , pero al realizarlos salen rechazados.

están revisando pero aún no se soluciona.

Thank you for your reply, Rmoragaa. Have you made any successful withdrawals before?

Have you tried contacting the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Buenas tardes

I have never been able to withdraw money from the account, they tell me now that it may be due to a problem with NETELLER, which is where I am making the withdrawal, but there I have the active and verified account as well.

So I don't understand why so much trouble to be able to withdraw money.

out of exhaustion I bet part of what I wanted to withdraw and I lost it.

Is it a strategy to not be able to withdraw? This has me upset enough.

Buenas tardes

nunca e podido retirar dinero de la cuenta , me dicen ahora que se puede deber a un problema de NETELLER que es donde estoy haciendo el retiro pero allí tengo la cuenta activa y verificada también.

entonces no entiendo porque tanto problema para poder retirar dinero.

de cansancio aposté Parte de lo que quería retirar y lo perdí.

Será una estrategia para no poder retirar ? Esto ya me tiene bastante molesto.

Buenas tardes

I have never withdrawn money,

send the request to the mail.

if I got in touch and they tell me that they already escalated the problem,

I am waiting for a solution.

Buenas tardes

nunca e retirado dinero ,

envie lo solicitado al correo.

si me puse en contacto y me dicen que ya escalaron el problema ,

estoy esperando que me den una solución.

Rmoragaa, could you please clarify how much money is currently in your account?

I currently have $372,000 Chilean pesos.

Actualmente tengo $372.000 pesos chilenos.

Thank you very much Rmoragaa for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Rmoragaa,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Betmaster Casino to join the conversation and participate in the resolution of this complaint.

Dear Betmaster Casino,

Can you please provide an update on the status of the player's verification/withdrawal?

Kind regards,

Adam

Hello,

We have checked the account of the customer in question.

Initially, the customer could not withdraw because he had to undergo KYC procedure for security reasons.

Once the verification was completed, an error occurred and our specialists were investigating the issue with the Neteller payment system. Neteller representatives asked the customer to check the status of his account with Neteller directly, since this could have been the reason for payouts rejection (we can provide communication with the partner).

We see that the customer did not want to wait and spent all the available funds for sports betting.

We would like to recommend reaching out to the Support immediately if such situations occur, so the support team could escalate such issues to the technical team for further investigation.

Dear customer, please contact our support team, so they could issue you the compensation bonus for the troubles with payouts.

We sincerely apologise for the inconvenience caused.

Best regards.

Thanks, I'll get in touch

Gracias, me comunicare

Thank you for clarifying the situation, Betmaster Casino.

Dear Rmoragaa,

Can I ask you to confirm that you now consider the matter to be resolved?

Kind regards,

Adam

Dear Rmoragaa,

Please confirm the matter has now been resolved. Have you received the aforementioned bonus? I will extend the timer for 7 days. If we do not hear from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear Rmoragaa,

It seems that this issue may have been resolved, but without confirmation from you, the complaint will now be rejected. It can be reopened at any time.

Kind regards,

Adam