Two days ago, I won 3,200 euros in this fraudulent casino. They rejected the withdrawal and asked me to undergo verification, I passed, they still refused to withdraw my winnings, saying that I had to wait for something, I did not use bonuses, just played slots. As you can see, they can't even tell me what deadlines to wait for, they're just dragging their time out on purpose, please help

Dear sebastianadet777,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I went through all the additional checks, I received a response that the verification was successful, but they refuse to withdraw funds without giving a reason, moreover, they cancel the withdrawal of funds every 24 hours without explaining anything.13:28

They're just mocking me, I can't do anything, they cancel the withdrawal themselves and refuse to give the reason.

I just want to clarify that all this time they are just mocking me, responding with the same messages that they are waiting for something, and this is after they requested verification from me, after they requested additional verification, which I successfully passed, which they themselves confirmed, and now they simply have absolutely no reason not to withdraw my winnings. I'm just begging you to help

They cancel all my withdrawal requests exactly every 24 hours.

Dear sebastianadet777,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

it didn't change anything. I've never seen a casino bully a customer like that. they cancel my withdrawal requests exactly as soon as 24 hours pass. The support service stopped responding altogether

Thank you sebastianadet777 for all the information provided. I will now forward your complaint to my colleague Martina ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear sebastianadet777,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betmaster Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello all,

We have reviewed the account in question and confirm that all winnings were successfully paid out last week.

We understand the customer's frustration and apologise for any inconvenience caused. However, please note that KYC is a standard procedure. If the Security Department requested additional documents, it was in accordance with the company’s Terms and Conditions, which the customer agreed to upon registration.

We appreciate the customer's cooperation and patience.

Kindly check your account balance again, as the funds have already been paid out (screenshot attached).

Best regards,

Thank you Betmaster Casino for respond and cooperation! I appreciate that!

Dear sebastianadet777, at this point it should only be a matter of time before the payment reaches you (maybe it already has).

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear sebastianadet777,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
www.kpvfaw.com