Complaint #96 Betmaster Casino

Verification and Payment Delay

By Dimitar K.

3 years ago

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.

Disputed Casino Betmaster Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Betmaster Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Betmaster Casino

• Representative

3 years ago

Hello,

Kindly be advised that we have provided all the proof that the customer violated our company's rules and registered more than one account in order to abuse our system and bonus hunt.

Please refer to the following T&Cs clauses:

1.4. You are allowed to have only one Client Account on this Website. If You attempt to open more than one Client Account, all accounts You try to open may be blocked or closed. Only one Client Account for each household, device, IP address, financial instrument is allowed. Company may perform additional security checks in order to detect multiple accounts.

3.4. The Company may cancel Transactions with persons who:
3.4.3. if it is determined that one of the betting participants has several gaming accounts (multiple registration), with the exception of the cases approved by the Company;

6.3.2. Fraud, multiple accounts, multiple entries, circumvention of measures to prevent fraud and/or unauthorized access/entry,
participation which violates Promotional Terms are prohibited.

6.3.3. The Company reserves the right to exclude from Promotions any participant and to ban use of Company Website if the Company considers that a Client has tried to enter by using more than one accounts or engaged in any fraudulent or illegal activity (including activity that violates domestic laws) whether or not the Client would or might won a prize. The Company reserves the right to delete accounts and refuse to pay bonus/prize or other incentives of Promotions if the Client used multiple entries/accounts.

Kind regards.

Betmaster Casino

• Representative

3 years ago

Hello,

Kindly be advised that we have sent more supporting evidence. Please check it out.

Kind regards.

AskGamblers

• Support Team

3 years ago

Dear @dimitarkanchev,

Rest assured that the AskGamblers Complaint Team is in contact with the Betmaster Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Betmaster Casino Complaint Stats

Resolved 44 / 45

Avg. Amount $2,588

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Betmaster Casino Complaints

See all complaints for this casino

Withdrawal repeatedly reversed despite successful verification

Hello,

I would like to file a complaint regarding my withdrawal issue with Betmaster. I have completed all required verification steps successfully and provided all requested documents, including multiple bank statements and proof of funds. I also received confirmation from Betmaster that my verification was processed successfully.

Despite this, my withdrawal requests have been repeatedly reversed back to my account. I am only able to use Trustly as a withdrawal method, and I cannot select any alternative method. The withdrawals go into “processing” but are then returned without any clear explanation. Customer support has not provided a concrete solution and only states that my case is under review.

Recently, I was also informed that withdrawal requests cannot be completed at the moment. This is very concerning, as I have fully complied with all verification requirements and have not violated any terms.

At this point, my account is fully verified, my funds are still in my account, but I am unable to withdraw them. I kindly request a clear explanation for why my withdrawals are being reversed, a working withdrawal method or manual processing of my funds, and an immediate resolution of this issue. I have been waiting for over a week and have fully cooperated throughout the process.

Thank you for your assistance.

Unresolved

7 381 EUR unable to withdraw for 10 days

Hi,
I play with Betmaster for 2 years now and for that time I was able with just little delays withdraw all the funds I requested. Unfortunately when it comes to these days when I was lucky and won some of the bets I´m unable to withdraw whatever amount at all now for 10 days already. The total amount I want to withdraw is 7 381,75 EUR. When I want to withdraw the status is pending until it´s cancelled by Betmaster with no explanation. This is repeating everytime for these 10 days. I contacted during those 10 days support many times but I always get the same generic answers that I have to wait.

Resolved

€7,382

Withdrawal rejected with no explanation

I won 1697 $ on Betmaster.

I'm fully verified (I already made a case on AG about my verification delay, and I was fully verified after winning the case).

Now my win that I keep trying to withdraw keeps bouncing back without any explanation.

I contacted live support multiple times, and they keep saying they'll check what the issue is and then never get back to me, and it keeps happening every time.

Resolved

$1,697

Delayed payment of 18100

I would like to file an official complaint regarding the ongoing issues and unjustified delays related to the withdrawal of funds from my account.

I deposited a total of €6,000 into my Betmaster account between 16.11.–21.11. I played successfully, and my current balance is approximately €18,100. I have been trying to withdraw my funds for almost three weeks now.

I have completed the verification process multiple times. Every time I submit a new withdrawal request, the previous one is rejected and I am asked to provide new documents after several days, even though I have already submitted all the required information correctly and on time.

Additionally, customer support has repeatedly promised to inform me “as soon as possible,” but in reality I have not received timely updates. Instead, I have consistently had to contact you myself after several days of silence in order to receive any response.

This situation has now continued for nearly three weeks, and my funds still have not been paid out, nor have I received a clear explanation for the repeated delays and new document requests.

I request that you process my withdrawal immediately and release my funds without further delay.

Resolved

€8,000

Verification delay

I've been trying to get verified on betmaster for a month now and they are delaying the process in an unfair manner.

So about 30 days ago I submitted the live selfie, ID, proof of address, bank statement, selfie with the betmaster website open in the back with my ID, multiple months of bank statements, proof of receipt of whatever they asked for in my bank statement. and even after all that im still waiting to get the money I won. I've contacted support everyday and they keep telling me to wait and wait but after 30 days now nothing has happened and no updates whatsoever. I was told it takes 5 business days to confirm the documents they requested but its been way longer than that.

Resolved

$5,000

Intentionally delaying the verification and payment for over two months

Dear AskGamblers Team,

I am writing to file a formal complaint against Betmaster Casino for intentionally delaying the verification and withdrawal process for over two months. It is very clear to me that these delays are not due to genuine verification needs, but are instead a deliberate strategy to avoid processing my legitimate withdrawal request.

Here is a chronological summary of the issue:

• April 23: Betmaster requested a document, which I promptly provided.

• April 30 & May 6: I followed up to ask why my withdrawal was still pending.

• May 8: My withdrawal request was once again cancelled. They asked for a document showing a deposit to the casino, which I provided, but then they unexpectedly demanded an entire monthly bank statement, a fact they only communicated several days later after repeated questioning.

• May 12 & 13: I followed up again, only to receive vague, repetitive, non-answers. Still, they did not clearly inform me that they required a full statement.

• May 21: They decided to request bank statements up to the present day, despite the withdrawal being for a win from over a month earlier. I explained that my bank only provides official statements at the start of the following month, and that May’s statement was not yet available. They didn’t care and said to wait until I got them (this has become a repeated thing they do over and over again).

• June 7: I finally received and submitted the full statement. Unsurprisingly, this was not enough for Betmaster. Instead, they now demanded statements from a other bank accounts used to fund this account which statements I already delivered and the one that I only transfer funds out. There have been no incoming transfers to the “gaming account” from any other source; I have explained this repeatedly and even provided screenshots showing that the balance is from winnings at other casinos.

Despite all this, Betmaster insists on seeing account statements from another bank account that has no connection to the funds deposited or the winnings in question. This is clearly an impossible request designed to stall the process indefinitely. Also, they demand it till the current date which would make me have to wait again till the start of July, and I think it is pretty obvous they will just continue to demand documentation up to the current date, even though the win they are "verifying" happened more than two months ago. And as before, I cannot obtain those statements from the bank until the start of July.

This behavior from Betmaster is not only unreasonable, but I believe it is a clear violation of fair play and responsible gambling practices. Their verification process is non-transparent, constantly shifting, and designed to wear down the player into giving up on their winnings.

I kindly ask AskGamblers to step in and mediate this dispute, as I am being denied access to my rightful winnings without any legitimate justification.

Thank you for your assistance.

Sincerely,

Resolved

€978

Payout rejected and got no help from casino

Dear AskGamblers,

I have requested at Betmaster withdrawal of 500 € 6th May and it got rejected. I don't have any other information than they are "checking it" why my withdrawals are rejected. Withdrawal details can be verified from attachments. I have uploaded all requested documents and tried to contact Betmaster via chat but I have no idea when they will allow withdrawals again.

Best regards

Resolved

€500

Betmaster taking over a month to verify my account

Dear AskGamblers,

I have been trying to withdraw money from my Betmaster account for over a month, but every time I request a withdrawal, Betmaster requests another document for verification. I then sent this document instantly, and they took another week to verify it.

But now, after sending every possible document under the sun, Betmaster is taking a ridiculously long time to verify the last document I sent (another bank statement showing my deposits).

It is obvious they are trying to stall paying me out for as long as they can possibly do, and I feel taking more than a month to verify my account is absolutely unreasonable.

When I ask them how long it will take or where I can file an official complaint, I receive the same standard reply, so I don't feel like they are doing anything to help the verification process along.

I would ask Betmaster to stop stalling and verify my account.

Resolved

€20,618

Withdrawals return

BETMASTER are trying to scam me and leave me with a sad experience.

The issue started over 12 days ago when I submitted a successful withdrawal request of 22 USD worth of Bitcoin cash (BCH), after waiting endlessly for payout that never came, I decided to login my gaming account to find out what the problem is and the course for the delays, there i find out that my withdrawal amount was return back to my gaming account without no reasons, thinking it was technical error I decided to placed another withdrawal requests severally but they're all rejected

Without waiting more time I reached out for their support via email where I was told that the payment method I used (Bitcoin cash) is having problems.

It is over 12 days of trials and endless waiting for resolution yet no updates regarding the issue coming. Each time I chat them up I keep getting same messages repeatedly and that made the whole issue frustrating even more, that for over 12 days nothing had been done.

Below are my observations with the support team backing my case.

Thanks for your help on my issue.

Resolved

$22

Witholding funds

I used betmaster first time last week. I deposited funds and used that money to play on their site
I successfuly passed verification steps and have green checkmark. They have limit on minimum withdrawal which is 50 euro, I used my funds up to that limit but now I cant withdraw funds. It gives messagr succesful withdrawl but.my funds keep locked on that site and I can still use money I successfuly withdrawn for gambling.I used their support chat but every answer I get from them is that they cant help me and somebody for specialized teams will look into it. I think they are stalling and have no intention of providing.my funds.

Resolved

€50