Betmaster Casino - Hráč si nemůže své výhry vybrat.

I deposited SEK 20,000 on Betmaster. I won within 2v about SEK 15,000. When I try to withdraw money, I get stopped. In the end, I manage to withdraw SEK 10,000, but I still have SEK 25,000 in my account that I do not manage to withdraw. They're just referring to verifying my account. They have also limited my gambling to about SEK 50 / bet.

Jag satte in 20000kr på Betmaster. Jag vann inom 2v ca 15000kr. När jag försöker ta ut pengar så blir jag stoppad. Tillslut lyckas jag ta ut 10000kr men har kvar 25000kr på mitt konto som jag inte lyckas ta ut. De hänvisar bara till att de ska verifiera mitt konto. De har även begränsat mitt spelande till ca 50kr/bet.

Dear Ali,

Thank you for submitting your complaint. I’m very sorry to hear about your problem. 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. Every casino is unique and requires different documents from the player. I checked the casino’s T&Cs (https://betmaster.io/agreement?lang=en) and I found this:

"Moreover, the Company shall:

not make a payment in excess of two thousand Euro (€ 2,000) out of a User Account to a Client until the Client’s identity, age and place of residence have been verified."

Which means, that in order to withdraw the rest of your winnings you have to verify your account. I would recommend you to fully cooperate with the casino and provide all the necessary documents and in a sufficient quality as soon as possible.

Looking forward to hearing from you.

Best regards,

Kristina

Hello

thanks for your reply. I have sent in all the information and am waiting.

Hej

tack för ditt svar. Jag har skickat in alla uppgifter och väntar.

Thank you for a quick reply! We will leave this complaint opened, so please keep us informed in case there is anything new. Thank you very much.

I have now received SEK 10,000 back but my entire profit of SEK 15,000 has taken them and zeroed my account. So bad after all the time I put on this in the belief I can play and win. They really fooled me!

Jag har nu fått 10000kr tillbaka men hela min vinst på 15000kr har dem tagit och nollat mitt konto. Så dåligt efter all tid jag la på detta i tro jag kan spela och vinna. De lurade mig verkligen!

Thank you for the update Ali. Could you, please, specify wether you claimed any bonuses? If yes, which one did you redeem?

Have you tried contacting the casino regarding those confiscated funds? Did the casino provide any explanation? Please forward any relevant communication to kristina.s@casino.guru.

I did not use any bonuses.

They have now shut me down from their website. So I was not allowed to take part of my profit which was SEK 15,000. They blew me away!

jag använde mig inte av några bonusar.

De har nu stängt av mig från deras hemsida. Så jag fick inte ta del av min vinst som var på 15000kr. De blåste mig!

Thank you very much Ali for your cooperation so far. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Ali,

I looked at your complaint and will do my best to help you. I would like to invite Betmaster Casino into this conversation. Can you please specify what is the problem with player’s withdrawal and what is wrong with player's account?

Hello,

I have sent the request to the respective department related to the complaint in question in order to provide you with more details on this.

I will come back to you as soon as I have more details.

Thank you!

We would like to ask the Betmaster 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Dear Ali,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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

The player can reopen this complaint anytime.