Dear CasinoGuru 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 CasinoGuru 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,

Jami

Dear zaimeking,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing.

To better understand your situation and assist you effectively, could you please provide a few additional details:

• Are you currently able to provide the requested bank statement to the casino? If so, could you specify the exact timeframe they require it for?
• When was the last time you communicated with the casino regarding the account verification process? Have you informed them that obtaining a detailed bank statement from your other accounts may take up to a month?
• Have you received any written explanation from Betmaster about why they are repeatedly requesting additional documents?
• Have you encountered similar issues with other casinos in the past?
• What types of games did you play—slots, live casino games, or sports betting?

Your answers will help us better assess the situation and support you in resolving the matter.

Thank you in advance for your reply. I hope we’ll be able to assist you as soon as possible.

Best regards,

Veronika

Dear Veronika,

Are you currently able to provide the requested bank statement to the casino? If so, could you specify the exact timeframe they require it for?

• They didn't specify what account they want even after I repeatedly asked for them to point out a transaction from the bank statement I delivered so I would know what they want. They just keep saying "the account used to fund account ending with -****"

When was the last time you communicated with the casino regarding the account verification process? Have you informed them that obtaining a detailed bank statement from your other accounts may take up to a month?

• Last time was yesterday and I already informed them one month ago that the bank statements are delivered only once a month after the month has ended and they could have asked for these new ones already then. But it seems they do it intentionally and always ask the bank statements up to the "current date".

Have you received any written explanation from Betmaster about why they are repeatedly requesting additional documents?

• Well, they claim that they need this to do the normal verification but never have I ever experienced this kind of procedure in anywhere else and it seems very likely that they are just trying to delay the payout. This is also what I have read other people saying about the casino on various online forums.

Have you encountered similar issues with other casinos in the past?

• Never anything like this, its absolutely absurd.

What types of games did you play—slots, live casino games, or sports betting?

• I played slots since it was a welcome bonus for slots.

Best regards,

Jami

Thank you very much, zaimeking, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear zaimeking,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betmaster Casino representative to join this conversation and participate in resolving this complaint.

Dear Betmaster Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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,

We apologise for the delayed response.

The customer successfully withdrew their funds more than a week ago, and the KYC process was completed successfully.

We would like to thank the customer for their cooperation and for providing all the necessary details.

Best regards,

Dear zaimeking,

Could you please confirm if you have received the funds from the casino?

I'll be awaiting your reply.

Dear zaimeking,

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.