Verification delay

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.

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,

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

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.

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.