Betmaster Casino - Hráč kritizuje zdlouhavý proces ověřování.

On 27.01.2021 I played a bonus and the amount after wagering in the account is 1100 EUR. In principle, the casino pays out the winnings at the moment, but this time it did not happen. After a long communication with their live support, they asked me for documents (about 10) for verification and I sent them the same day, as the support did not approve some of them and I did them again while they told me that everything was fine. The support explained to me that according to their rules, the inspection is between 3 and 14 working days (which in my opinion is an extremely long time). Now on 12.02 they sent me the following message:

Hello. In order to proceed with verification we kindly ask you to provide us better quality screenshots from your Skrill and Ecopayz and please also provide us photos of the * 9590 card. Thank you!

I couldn't believe it here anymore ... They want better quality of the screenshots from Skrill and Ecopayz .... The screenshots were made on a computer with the automatic camera (I personally haven't heard of better quality of the photos than that) ... I sent them the photos again and now they want me to wait again from 3 to 14 working days, which for me is a play and a refusal to pay me the winnings

Dear LinkinPark,

Thank you very much for submitting your complaint. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

It’s quite usual for this process to take a couple of working days to be fully completed.

Do I understand correctly that providing better quality screenshots seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I understand that this process is difficult and I waited for the days that are on the terms of their site (14), but now for me they only extend the term due to ridiculous reasons ...

1. That the photos are of poor quality, which is absurd, as I explained they were taken as a screenshot of the monitor itself in Windows.

2. They asked me for photos on a card with which a deposit attempt was made (unsuccessful) after I specifically asked if it was necessary to send her photos and on January 27 they explained to me that if it was unsuccessful, an attempt was not necessary.

If you want I can also send my correspondence with them for confirmation.

Thank you very much, LinkinPark, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello LinkinPark,

I looked at your complaint and will do my best to help you. I would like to invite Betmaster Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hello everyone,

Unfortunately, the customer in question failed to complete the verification process since was engaged in fraudulent activity and bonus hunting which violates our T&Cs.

Could you please provide an email where we could send evidence.

Thank you.

Dear Casino,

please send evidence here: viliam.v@casino.guru.

Hello,

Please be advised that the provided information was sent to email viliam.v@casino.guru.

Please kindly check it out.

Regards,

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.