Betmaster Casino - Играчът се мъчи да изтегли печалбите си.

Hey! I have trouble making withdrawals. Have tried 10 times without success. Every time I get a text message that it fails to withdraw money from my betmaster account. Have talked to customer support but no further help. How do you get your money out?

Hej! Jag har problem med att göra uttag. Har försökt 10 gånger utan framgång. Varje gång får jag ett sms att det misslyckas med att ta ut pengar från min betmaster konto. Har pratat med kund support men ingen vidare hjälp. Hur får man ut sina pengar?

Dear Ferry,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have completed account verification successfully in the past? Have you withdrawn any winnings previously? Which payment method you have used to deposit funds into your account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"I have made a deposit with Mastercard. I have talked to their support every day but get no relevant answer. I have tried all the methods they have asked to do but still have problems making withdrawals. They seem very frivolous. Thanks for the answer! "

Additional comments from the player:

"Jag har gjort insättning med Mastercard. Jag har pratat med deras support varje dag men får inget relevant svar. Jag har försökt med alla metoder dom har bett göra men fortfarande problem med att göra uttag. Väldigt oseriös verkar dom vara. Tack för svar!"

Thank you very much, Ferry, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Additionally, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Hi Ferry,

I looked at your case and understand the situation. I will contact the casino and see if I can help.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello,

I have checked request in question and see that the customer successfully withdrew his winnings on the 14th of November and continued to deposit and play with our casino.

Could you please let me know if the complaint is still relevant since the question has been resolved.

Thank you.

Thank you Betmaster for the reply.

Dear Ferry,

Can we consider the case closed?

Hello,

Thank you for the request, I fully understand the concern of the customer and I am very sorry for that. In reality, there is an issue when processing payouts to the cards issued by the specific banks. The payment service provider is already aware of this issue and trying to fix it, however it doesn't depend a lot on us. Some banks work perfectly for deposits and withdrawals, others unfortunately not. In such cases we always offer alternative payout options to our customers to use.

In this present situation I see that the customer has successfully withdrawn his winnings and his account balance is 0. Please find a screenshot attached.

Once again, we are sorry for the inconvenience caused and doing our best to improve the user experience.

Kind regards,

Thank you Betmaster team for the reply. Since the player stopped responding, we assume he received his winnings.