Betmaster Casino - プレイヤーが賞金を受け取れずにいます。

Hello!

So on the 3rd of december 2024 i requested a withdraw, two days later i went to check the transactions and there was no sign of "failed" withdrawal as my withdrawal did not exist. The money hadnt arrived yet. (Did not have any problems with previous withdrawal). I contacted support and they said that they are investigating the issue. For next 4 days i heard the same excuses. On the 7th of december they said that i need to verify myself with KYC (Although i logged in to site using my estonian national ID-code, and casino is also licensed in Estonia). I was asked to provide my bank statement (that consisted payments to their site since september) and picture of bankcard that was used for payments. For the next 7 days i was told that "A request was escalated for further assistance, but unfortunately there is no update yet." On the 14th i contacted support again and they told me that they require bank statement that consist of ALL payments since september. And now i hear the same excuses. I think that casino is just stalling my payments.

Dear Kuub1k,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Yes, but they are stalling with kyc verification and its been longer than 14 days sincew first withdrawal

Dear Kuub1k,

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.

Still no update on KYC, always the same answer "I see that the request was escalated but unfortunately, we have not yet received an update." And still no payment unfortunatelly. Everytime i try to withdraw they cancel it and there is no withdrawal in the history aswell.

So now they require bank statement again. "Hello!

Thank you for waiting. We received an update from our specialists. Could you please kindly provide a statement that is full and not filtered? It must show all the transactions."

They wont answer what was missing from the last statement.

"Thank you for the details. Could you please kindly double-check with your bank if this statement is full?"

I literally took that statement PDF from my internet bank like they asked.

I will try to upload it again, but this is unacceptable, first time i get asked to upload the statement that consists of their payments since september. Second time they ask to provide full statement with every transaction, which i do.

And now they are telling me that i somehow filtered it?

Dear Kuub1k,

Would it be possible to forward the same documents along with the communication between you and the casino to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Althougt half of my bets were canceled, i got my withdraw, thank you.

Dear Kuub1k, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru