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The problem is that they ask me for complete documentation and over and over again they ask me for more documentation, I am waiting to be able to withdraw the capital due to health issues and the platform continues to put up with delays to be able to withdraw my money. I've been waiting weeks to release my money.

El problema es que me piden documentación la mando completa y una y otra vez me piden más documentación, estoy esperando poder retirar el capital por temas de salud y la plataforma sigue poniendo largas para poder retirar mi dinero. Llevo semanas esperando liberar mi dinero.

Dear brokscrip,

Thank you very much for submitting your complaint. I’m 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. 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 and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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

Dear brokscrip,

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.

Unfortunately, we’re rejecting 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.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

"The casino requests documents and I send them complete as they ask me, but they tell me that the process will take 5 days and every 5 days they ask me to send a new document, another 5 days go by and they ask for another document and another 5 days go by and they ask another document"

Thank you, brokscrip, for getting back to us. Have you been advised what specifically seems to be a problem in verifying your account?

Unfortunately, we’re rejecting 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.

We’ve reopened this complaint again as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

"The casino asks me for documents for verification but when I send them 5 days later they ask me for an extra document, they ask me for documents for the month of December, which was when I opened my account, and then they ask me for documents for the month of November, which has nothing to do with it. do with the application, it seems that the casino wants to keep the money.

I reiterate that I already sent everything but they always ask for more things, they extend the verification all the time!"

Thank you, brokscrip, for getting back to us. Do I understand correctly that verifying your payment method seems to be the only obstacle between you and the winnings?

Hello,

We would like to provide you with the explanation on the case, could you please kindly provide us with the email address of the CasinoGuru contact for this complaint.

Thank you.

Thank you, Betmaster Casino team, for your reply. You can contact me at petronela.k@casino.guru.

Hello,

Kindly check the email sent to petronela.k@casino.guru.

Thank you.

Dear brokscrip,

Could you please advise if your account was fully verified in the past? From the casino's email it seems as you haven't completed the required verification.

Player's additional comments:

"Hello good afternoon, they provided me with this email here commenting that I have been trying to verify my account for more than 45 days and they ask for hundreds of documents every day!

And what happens is that they don't ask me for the complete documents, first they ask for the normal thing, then they ask for PayPal accounts which I didn't deposit, everything was for USDT and SPEI Transfer."

Player's additional comments:

"Hola buenas tardes, me proporcionaron este correo aquí comentando que llevo más de 45 días intentando verificar mi cuenta y piden cientos de documentos todos los días!

Y lo qué pasa es que no me piden los documentos completos, primero piden lo normal después solicitan cuentas de Pay pal las cuales yo no deposite, todo fue por USDT y Transferencia SPEI."

Could you please advise what exactly was requested from you and what seems to be the main reason why you couldn't complete the account verification?

Dear brokscrip,

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.

Meanwhile, we received supporting evidence from the casino that the player's balance has been played down to zero.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Unfortunately, we’re rejecting 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.