Betmaster Casino - Die Auszahlungsanträge der Spieler werden immer wieder storniert.

I started playing in the casino 10/31 was my first deposit. I play sportsbetting. My first problems were at 11/19 when I deposited 1000 euro and started winning. I tried to withdraw but the withdraws always returned back to my account. After all i lost all the money. Later i kept playing in the site and week ago i won and ever since i have tried to withdraw money. Every withdraw attempt returns to my account and support doesn't answer to my messages.

KYC is done and there should not be any problems. None of the previous withdraw attempts stay in the "withdrawals" transaction page it just dissapears.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino so far?
• Have you tried selecting different payment methods for processing your withdrawal requests? If so, please specify which payment methods you have tried. Also, kindly send me a screenshot of the payment methods currently available for withdrawals in your account.
• Which payment methods did you use to deposit money into this casino?
• What explanations or suggestions have you received from customer support via email regarding the failed withdrawals? Have they mentioned the possibility of approving a manual withdrawal for you?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear pietu112,

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.

Have you made any successful withdrawals from this casino so far?

Have you tried selecting different payment methods for processing your withdrawal requests? If so, please specify which payment methods you have tried. Also, kindly send me a screenshot of the payment methods currently available for withdrawals in your account.

Which payment methods did you use to deposit money into this casino?

What explanations or suggestions have you received from customer support via email regarding the failed withdrawals? Have they mentioned the possibility of approving a manual withdrawal for you?

Not singe succesful even I try multiple times a week.

I have tried to withdraw with trustly, thats how i made a deposit.

I dont get any explanations. Wihtdraw just dissapeares and i need to do it again. There is 2000€ max withdraw.

literally just delaying for no reason and now its been a reasonable time.

The 2000€ withdraw just dissappears and goes back to balance and leaves no trail, like i have never tried to withdraw. Its just a scam and purposely delaying... Delay is annoying because of 2000€ max withdraw.

Hello pietu112,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear pietu112

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you pietu112 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betmaster Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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,

Thank you for reaching out and for your patience.

We’re sorry for the temporary delay with your payout and understand how frustrating this can be.

We’ve reviewed your case with the relevant team and can see that some additional documents were requested as part of the KYC verification process. This information is necessary to confirm the origin of funds as part of our standard verification process. We kindly ask you to provide the requested documents when possible, and once the verification is successfully completed, you’ll be able to withdraw your funds without any issues.

If you have any questions or need help with the documents, our support team is available 24/7 and will be happy to assist you.

Thank you very much for your cooperation and understanding - we truly appreciate it.

Best regards,

Dear pietu112,

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.

I did give asked documents 4 days ago.

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.

Dear Customer,

Could you please attempt to withdraw your winnings once again?

According to our confirmed information, there are no restrictions on your account. You can freely withdraw your funds, as all necessary checks have been completed and the required documents have been provided.

Thank you for your collaboration and patience.

Best regards,

Betmaster Team

Dear pietu112,

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.

I made a withdraw. I will update.

Dear pietu112, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

max withdraw is 2000€ that i did got. I would like to keep this channel open till i get the full amount.

Dear pietu112,

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.

They paid my own money still havent got any of my winnings. Having problems to withdraw.

Thank you for your update pietu112.

Dear Betmaster Casino representative, could you look into the issue of the player's inability to withdraw funds? Thank you in advance for your cooperation!

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.

I have tried to contact Betmaster Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Authority and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Betmaster Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello,

We thank for reopening the complaint and giving us the opportunity to review the account.

After a thorough check, we can confirm that the account verification was successful and the balance is currently 0. All winnings from the Sports section have been successfully withdrawn.

There were some technical issues with our payment provider, which caused a few withdrawal attempts to fail. We’re happy to confirm that these issues have now been fully resolved.

We sincerely appreciate the customer’s patience and cooperation, and we apologise once again for any inconvenience caused.

Thank you for being with us!

Everything is good i got all the money in the end.

Dear pietu112,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter