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Betmaster Casino - Waiting more than 15 days for verification

RESOLVED

Complaint Info

Disputed casino

Betmaster Casino

Amount

$ 694

Posted on December 30, 2021

Hello, I made a deposit of 195 dollars and got a bonus of 160 dollars, I met the rollover requirements in sports betting and ended up with an approximate balance of 694 dollars. It was there when I tried to withdraw my winnings and they told me that I could not due to the Verification of my account for which I sent all the documents through the live chat on the 14-11 to which they replied that it would take between 5 business days and that during that time I could use my account to play.
These are the documents you send:
- Identity card

- a photo of your card (the last 4 digits only visible) and a selfie with it.
-A screenshot of the document confirming your ownership with the Safetypay account you used to fund your account + deposit confirmations (receipts) you made from your safetypay account to our website.

- Selfie of you holding the cover of your passport / ID card. The photo should be taken as the background of this chat.

Please kindly wait the 5 business days and on 12.20 I wrote to them again and they told me that the verification area needed a selfie with my card.
To which I asked how many more days I would have to wait and they replied that as soon as possible the verification would be given
15 days have passed and the only response I receive from support is:
"Hello. We are doing our best to speed up the process and hope we can have an update for you soon.
Thank you for your understanding and patience, "which is very outrageous of you.
Please I need help to withdraw my money

Posted on December 31, 2021

Hello,

We are very sorry for the inconvenience caused, however in some cases the verification may take more than 5 business days if the Security department applies additional checks. It's stated as well in the Terms & Conditions of our website you agreed to upon account registration.

Anyways, according to the confirmed information your account has been successfully verified. We thank you for the documents provided and wish you a Happy New Year!

Please reach out to our customer support in case you may have any additional questions.

Best regards
Betmaster Team

AskGamblers
Posted on December 31, 2021

Dear @ALDAIR74912033,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on December 31, 2021

Hi askgamblers, if correct, they already verified my account and I was able to withdraw all my money, thank you very much for that, however I am not satisfied with betmaster due to the long verification process and little help from the advisors.
I declare this complaint as closed, thanks you

AskGamblers
Posted on December 31, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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