Betmaster Casino - プレイヤーは出金手続きの遅延に直面しています。

Hello, I've been trying to withdraw my funds from this casino for over a month. They ask for documents, which is fine, but two weeks have passed since the last document they requested, and I haven't received any response. They asked for bank statements from the previous five months, which I sent, but now they're asking for the same statements from a different bank. This makes no sense, since I've only ever deposited money into this casino using a virtual card, which is linked to a single bank. I've been waiting for two weeks for them to clarify exactly what they're asking for, but I haven't received a response. I've had no choice but to file a complaint.

Hola, llevo intentando retirar mis fondos de este casino más de un mes. Me piden documentos, hasta ahí todo correcto, pero desde el ´último documento que me pidieron, han pasado ya 2 semanas sin ningún tipo de respuesta. Me requirieron los extractos bancarios de mis 5 meses anteriores, se los envíe, pero lo último era que me pedían lo mismo, pero de otro banco que tuviera. Algo sin sentido, ya que a ese casino solo he ingresado a través de una tarjeta virtual, la cual pertenece a un solo banco. Llevo dos semanas a la espera de que me indiquen con exactitud a que se refieren, pero no tengo respuesta, no me ha quedado más remedio que abrir queja

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Dear caniche7, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Betmaster Casino. 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? 
• Have you accumulated your winnings with or without an active bonus? 
• Could you please clarify when exactly you requested the withdrawal? 

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. 

Best regards, 

Katarina

Have you made any successful withdrawals before?

No

Can you confirm that you have passed the KYC verification?

No, they've asked me for uncertain documents, and when I asked for more information I haven't received a response for 2 weeks.

Have you accumulated your earnings with or without an active bonus?

No bonus

Could you clarify exactly when you requested the withdrawal?

I started the withdrawal and KYC process a month ago

¿Has realizado algún retiro exitoso anteriormente?

No

¿Podría confirmar que ha superado la verificación KYC?

No, me han pedido documentos inciertos, y al pedir más información llevo 2 semanas sin recibir respuesta

¿Has acumulado tus ganancias con o sin un bono activo?

Sin bono

¿Podría aclararnos exactamente cuándo solicitó la retirada?

Hace un mes empecé el proceso de retiro y kyc

I've received these messages. They're asking for bank statements from an account ending in 0596, even though it's not my account. It belongs to another casino, and I sent my money there to deposit funds into my account. It makes absolutely no sense.

He recibido estos mensajes. Me están pidiendo extractos bancarios de esa cuenta terminada es 0596, cuando es una cuenta que no es de mi propiedad. Es una cuenta de otro casino a la que yo envié mi dinero para ingresar a mi cuenta de ese casino. No tiene ningún tipo de sentido

Dear caniche7,

thank you for your reply.

What payment method have you used to make a deposit at this casino, please?

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

What payment method did you use to make a deposit at this casino, please?

Card

I have mailed the recent communications

¿Qué método de pago ha utilizado para realizar un depósito en este casino, por favor?

Tarjeta

He enviado por correo las comunicaciones recientes

Dear caniche7,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betmaster Casino representative to join this conversation.

Dear Betmaster Casino,

Could you please provide clarification regarding this case?

Thank you in advance.