Betmaster Casino - アカウントの確認のため、プレイヤーの引き出しが遅れています。

Good evening. I have been playing on Betmaster since 2021. On December 2, I won 700 euros and made a withdrawal, but it was returned to my account the next day. I contacted chat support for an explanation, and they told me they needed to verify my account. They asked for several documents plus two selfies, one of which had to include their open chat window on my computer monitor. I sent everything as requested. It's been 15 days, and they are still verifying my account (they initially said it would take a maximum of 5 business days). Every day I contact them, and their response is as follows:

Today, after yet another request for withdrawal and account verification, they responded with a veiled threat.

I read on your site that this type of behavior is unheard of.

I kindly ask for your help.

It's an unfortunate period as I have two withdrawals pending from two different casinos, and they are not paying me.

Buonasera gioco su betmaster dal 2021, il 2 dicembre ho fatto una vincita di 700 euro ho fatto un prelievo ma e tornato sul mio conto gioco il giorno dopo, ho contattato la chat per le spiegazione e mi hanno detto che dovevano verificare il mio conto, mi hanno chiesto una serie di documenti più 2 selfie uno dei quali con monitor pc che dove era aperta la loro chat, comunque ho mandato tutto, sono 15 giorni che stanno verificando ( avevano detto in chat massimo 5 giorni lavorativi ), comunque ogni giorno li contatto e la loro risposta è la seguente:

oggi dopo la mia ennesima richiesta di prelievo e di verifica del conto mi hanno risposto con una velata minaccia

ho letto nel vostro sito che sono lolita avere questo tipo di comportamento

vi chiedo cortesemente di aiutarmi .

periofo sfortunato ho 2 prelievi su due diversi casinò e non mi pagano

Dear Lucaluca,

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.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning on 4.12.2024 I provided identity card bank statement where my credit card used for deposits is evident credit card photo selfie with documents in hand and the credit card with the screen of their chat behind it as they asked me for the electricity bill for the residence. All documents were accepted because they were nep

required format.

Buongiorno il giorno 4.12.2024 ho fornito carta identità estratto conto bancario dove si evince la mia carta di credito usata x depositi foto carta di credito selfi con i documenti in mano e la carta di credito con dietro la schermata della loro chat così come mi hanno richiesto bolletta luce per la residenza .tutti i documenti sono stati accettati perché erano nep

formato richiesto.