Betmaster Casino - O levantamento dos prémios dos jogadores está atrasado.

While I have been playing at this casino for over 4-5 years without having encountered any problems, it is as if something has changed in the management. I had 1300 euros in my account and 6 days ago they asked me for too many documents for identification, supposedly. Since my account has been fully identified for years now. They even asked for a selfie with a card that I had been using for 2 years!!! SELFIE! Of course, playing I have already lost half of the money since I have nothing else to play elsewhere. I was waiting to get this. Too bad because they will lose me as a customer. I am reporting unacceptable and unfair treatment!

Ενώ παίζω πάνω από 4-5 χρόνια σ' αυτό το καζίνο χωρίς να έχω αντιμετωπίσει προβλήματα είναι σαν να άλλαξε κάτι στην διοίκηση.Ειχα μέσα 1300 ευρώ και 6 μέρες τώρα μου ζητήσανε υπερβολικά πολλά έγγραφα για ταυτοποίηση υποτίθεται.Αφου ο λογαριασμός μου είναι πλήρως ταυτοποιημενος χρόνια τώρα.Μεχρι σελφι ζήτησαν με κάρτα που είχα να χρησιμοποιήσω 2 χρόνια!!!ΣΕΛΦΙ! Φυσικά παίζοντας έχω χάσει ήδη τα μισά λεφτά αφού δεν έχω άλλα να παίξω αλλού.Περιμενα να πάρω αυτά.Κριμα γιατί θα με χάσουν από πελάτισσα.Καταγγελλω απαράδεκτη αντιμετώπιση και άδικη!

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Dear Litsa,

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

Dear Litsa,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

While the identification was completed successfully, the withdrawal has not yet progressed. They say they need more time without explaining to me what the problem is!

Ενω η ταυτοποιηση ολοκληρωθηκε επιτυχως,η αναληψη ακομη δεν εχει προχωρησει.Θελουν περισσοτερο χρονο λενε χωρις να μου εξηγουν ποιο ειναι το προβλημα!

Dear Litsa, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Litsa,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla