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Betmaster Casino - Verification and Payment Delay

RESOLVED

Complaint Info

Disputed casino

Betmaster Casino
Inactive user
Posted on December 27, 2022

Hello @AG,

Here is my problem with BetMaster. I created my account a few months ago, and when I finally decided to deposit, I was pleasantly surprised by how good the platform actually is.

However, I played on the platform and decided it was time to withdraw some cash. The first withdrawal was instant since I successfully completed verification once when I created my account.

Since you can withdraw only 500 EUR per day to Credit Card, I requested another withdrawal the next day, which was also instant. So, a few days later, impressed by the platform, I decided to deposit again.

I played for a few days and ended up gaining some profit. When I decided to withdraw again, that's where the problems started. I was required to provide additional documents for verification, including a selfie with their chat visible on the screen next to me.

I found that pretty hard to do, but in the end, I did it and sent them everything they asked for. I asked their staff member from the Live Chat if the quality of every photo was good, and they approved and said I should wait up to 5 business days for the completion of my verification.

I was very suspicious about that because, in 2022, every normal verification takes up to 48 hours. However, I accepted that and decided to wait. I asked their Live Chat a few times if there was any update about my verification and the answer were the same every time.

Now, it's been 6 business days since I waited, and when I text them, I keep getting the same answer: to wait. Now they even told me the verification could take up to 30 business days, which they did not tell me at the beginning.

I used to trust this casino and planned to play for a long time in there, but now this experience could end my journey with them since I am afraid to lose my money like that.

However, I am still positive and will trust the casino's great rating, and I believe we could fix that, so I can withdraw my winnings and keep playing at this casino for a long time.

The amount I want to withdraw is 2,200 Euro.

AskGamblers
Posted on December 29, 2022

Dear Betmaster Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on December 30, 2022

Hello,

We are sorry to hear about your frustration.

We have requested information related to your account from the Security department, and they confirmed that it’s required more time to verify it.

Generally, the KYC process takes up to 5 business days and quite fast. In some other cases it may take longer time (up to 30 business days) as per the T&Cs of the company. There could be different reasons why additional investigation of the account activity if needed.

Please kindly wait until the verification is completed, and your account is fully verified.

We apologize for any inconvenience caused and hope for your understanding.

Inactive user
Posted on December 30, 2022

Hello,

That's exactly what is bothering me. It's the first time when I have heard about the 30-day verification process. Even 5 days are too much for an established casino in 2022.

Also, I saw in your T&C that verification requires 30 days if the person is suspected of some criminal activity. So, what now, I am a murderer or something?

I sent all documents needed, and one standard platform would process them within 24 hours. You have everything you need, including my ID card, Credit Card confirmation and Selfies, and bank statement where you can find my deposits to you and my address. I just don't understand what you can check for in these documents for 30 days.

At least give some kind of REAL time frame to wait or give some information about why I am so deeply investigated, like a top criminal.

AskGamblers
Posted on January 2, 2023

Dear Betmaster Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Inactive user
Posted on January 2, 2023

Hey, why did they get another four days to reply without answering at first? This way, they can keep me waiting forever...

Posted on January 3, 2023

Hello,

Kindly note that the processing time of the verification does not depend on us, but on the Security department. As was mentioned above, the verification may take up to 30 business days which have not passed yet. Once it has been completed, the Support team will notify the customer accordingly.

Please refer to the Terms and Conditions of the company, which notify about the investigation that may take up to 30 business days:

11.6. If internal inspections conducted by the Company's specialists reveal any signs of illegal actions by the Client, the Company may cancel all registered Bets, block the Client's account, and conduct an additional investigation of such actions, in particular request documents from the Client as may be required for such investigation. If the investigation proves that the Client has not committed any illegal actions, the client account will be unblocked. In other cases, including, but not limited to, non-provision, or provision of an incomplete package of documents, or other attempts by the Client to prevent the additional investigation, the Company may close the Client's account and apply to law-enforcement authorities. This investigation may take up to 30 business days, in some exceptional cases more than 30 business days.

We are very sorry for the temporary inconvenience caused.

Regards.

Inactive user
Posted on January 3, 2023

I get that, and I respect your T&C. However, I do not respect that you don't want to tell me why I am investigated like a criminal. I did everything right and never broke your T&C. The bets I placed were always according to bonus requirements and never broke a rule.

Also, I dug into other complaints and saw that you mainly investigate accounts for multi-accounting and bonus hunting. You can see I never opened multiple accounts, my first registration was a few months ago, and I don't have any bets that guarantee me winnings from your bonuses.

I can provide screenshots of anything you want. I can complete video verification if needed. I want to fix everything and continue playing like a normal user. I am a high-roll player, and I really like your platform as it provides very exciting bonuses I can enjoy weekly.

So, I have no problem waiting, but at least explain why I am being investigated like this. This is the first time I have had an experience like this with a bookmaker, and I can tell you this is not a good way to keep your new clients.

Posted on January 3, 2023

Dear customer,

We appreciate a lot your readiness to cooperate with us on this!

Unfortunately, complaints handling team has no access to the investigation data, therefore we cannot provide many details. Please do not worry, if everything is as you say, your account will be verified shortly, and you will be able to continue your game.

If the Security department requires any additional information, we will request it immediately from you.

Once again, we thank you for your patience and understanding!

Inactive user
Posted on January 3, 2023

Okay, but I see on other complaints you verify people's accounts in a few days. I didn't see anyone who waited 30 days. Also, 30 business days are almost 2 months, which is insane for a verification time limit.

Can you at least confirm that when my account is finally verified, I can continue playing effortlessly and make withdrawals in the future?

AskGamblers
Posted on January 7, 2023

Dear Betmaster Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

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