Betmaster Casino - Η διαδικασία επαλήθευσης του παίκτη έχει καθυστερήσει.

Hello Casino guru, from the 22/8 I am trying to do my verification of the account. I am also putting some screenshots from my chat with the casino team. They asked me for some documents which I provided them all instantly. As you can see in the screenshots they ask for passport or id, I submitted my passport and after they accepted it they ask for my id also, which I don’t have now with me. I don’t understand why they need them both I think my passport is valid and good enough. I need your assistance please to complete my verification and withdraw my funds. Waiting for your reply

Hello Alihasnain,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betmaster Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

As of 22/8 the verification process has started, I have provided my passport and the card I deposited as requested. As well as some selfies with these documents. And they additionally ask me for my ID while they were asking for my passport or ID

Από 22/8 έχει ξεκινήσει η διαδικασία επαλήθευσης, έχω δώσει το διαβατήριο μου και την κάρτα που έκανα κατάθεση όπως μου ζητήθηκε. Όπως και κάποιες σελφι με αυτά τα έγγραφα. Και μου ζητάνε επιπλέον τη ταυτότητα μου ενώ ζητούσαν η διαβατήριο η ταυτότητα

Hello Alihasnain,

As stated above, verification takes up to 14 days. Please let us know in case it would take longer.

I'll keep you posted

Θα σας κρατήσω ενημερους

Dear Nick,

no news from bedmates they keep insisting they need my ID in addition to my passport which I forwarded to them and they accepted

Αγαπητε Nick,

κανενα νέο από τη bedmates συνεχίζει να επιμένει ότι χρειάζεται και την ταυτότητα μου πέρα από το διαβατήριο που τους προώθησα και δεχτηκαν

Please call the casino in our discussion

Παρακαλώ καλέστε το καζίνο στη συζήτηση μας

Dear Alihasnain,

Thank you for providing all the necessary information. I will now be forwarding your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be taking over and assisting you from this point forward. I wish you the best of luck in resolving the matter.

Kind regards,

Nick

Hello, Alihasnain,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, can you please provide me with the information where is your ID, which you claimed you do not have with you?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Betmaster Casino team,

Could you please explain the player's situation and the need for another ID in more detail?

If we are possibly talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear Branislav, I would like to inform you that they have restricted my access to my account without any explanation, I have given the casino my passport which I think is enough

Αγαπητέ Branislav, θα ήθελα να σε ενημερώσω ότι μου έχουν περιορίσει την πρόσβαση στο λογαριασμό μου χωρίς καμία εξήγηση, έχω δώσει στο καζίνο το διαβατήριο μου το οποίο νομίζω είναι αρκετό

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

The response has been sent to branislav.b@casino.guru.

Please review it at your earliest convenience.

Kind regards.

Thank you for your email and additional information.

Dear Alihasnain,

I do not think that the casino needs to explain anything. Online casinos have the right to ask players for additional documents during KYC/verification.

It is not completely clear why they also need your ID, however, it is not unusual for a casino to ask players for another ID. Therefore, I strongly recommend you provide the casino with the requested document(s) as soon as possible.

I also have a few more questions to clarify the situation. Can you please confirm the following and answer my questions:

• The casino asked you for another ID at the end of August, and you still have not provided it. If that is correct, why?
• You withdrew from the casino more than deposited (overall).
• There is currently no balance on your disputed casino account at Betmaster Casino. If that is correct - what is the reason you want to pass the KYC/verification?
• If there are no funds in your casino account, what happened with them?
• When are you able to provide the casino with the requested document(s)?

Although it makes no sense why you "push" the verification forward if there are no funds in your casino account, I think that it will not be possible without your full cooperation and providing the requested. Unfortunately, we will not be able to move anywhere, and therefore, if you cannot provide them with your ID, I am not sure how we can help you further with the matter, and it is possible we will be forced to think about complaint closure/rejection.

Looking forward to hearing from you.

Dear Alihasnain,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can request reopening this complaint anytime. However, it will be impossible without the required information/details.

Thank you very much, Betmaster Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru