Betmaster Casino MX - Player faces requests for multiple verification documents.

Son. Some thieves are asking me for photos of credit cards of people I never used on the account.

Dear octubreoctubre224766,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betmaster Casino MX.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain what the alleged connections are between the persons mentioned by the casino support and you?
• Do you know whether these are the players of this online casino?
• Have you used your money exclusively to deposit in the casino?
• Could you please explain how much you deposited into the casino altogether, to your knowledge?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me the relevant communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Well, if all the money that has been deposited is my money since the people who have already asked me for blood tests are tenants of where I live... I have even recommended the casino to some of them since they are fast for payments in small amounts. Well... once they even transferred money to me via spei directly to the casino and since they all live here, there is no problem at all... The problem is that now that I win, they are asking me for the DNA of each person from whom they transfer money to me.

And I clarify that I have deposited more than 35,000 since that was the pretext to retain the money that according to that amount it is necessary to verify in order to withdraw... coincidentally when I win 10 thousand and it was not won with a bonus, everything was legal and I deposited the money by transfer. I don't understand why they ask for cards.

They already asked me for all the account statements, I already sent them in original PDF, they show all the deposits made to the casino... then they asked me for identification of me and all my tenants, then they asked me for a photo holding the ID and a credit card with the casino chat in the other hand... what they're asking for is ridiculous... with the account statements I sent them, can they prove that it's money legally sent? I don't know why they ask for a photo of everyone with their credit cards.

And in case, as they say, the casino terms are breached because third parties transferred money to my account... well, they should refund the amount deposited to the accounts... it is very convenient that they only care to verify all the accounts to pay and to receive money then it does not matter where it comes from... if they are not going to pay me because they cannot verify my identity or that I am authorized to have sent the money that was sent to them, then they should return it!!! To the same accounts that sent it... but they will not return it even if they do not verify its origin

I already sent you an email and I await your response.

Thanks for your patience.

If the people you exchanged money with are also players in the same casino, and you used that money to deposit and play, the casino might conclude that you or they didn't play with your own funds, using this as justification to conclude the casino's rules were breached.

Please keep in mind that you are expected to play with your own money exclusively. These rules are in place due to anti-money laundering regulations. If any casino finds that you didn't play with your own money, you won't be paid any winnings.

Please let me know if there is any other information to consider; otherwise, we can't argue against the casino.

Looking forward to your reply.

I agree that money should be deposited with other people's cards, but with transfers. In that case, receiving a transfer from anyone would be money laundering.

Who wouldn't? On demand, even people on social media asking for help to play at the casino... That could also be considered a crime.

My point is...

That this casino has seen that, as it says, anything is justified to pay high amounts

When you as a player are purchasing a service that ensures that the amount you win is high (high in quotes because the winning limits are usually much higher, if they were those amounts no one would play with them)

My point is

The casino has the verification option disabled until you exceed 25,000 pesos in transactions, meaning that if you win something around 10,000 pesos, you will no longer be able to withdraw it because the verification is rigged.

For this, their terms and conditions also go against the player. They also state the account verification requirements, stating that they will request the account holder's ID, an account statement, and proof of address. And what the Partners and the Corresponding Department require. This allows them to request whatever they please, and from whomever they want to remove you, they could ask for your high school certificate if they wanted, justifying it in their terms...

3 the staff doesn't even know what's going on with each other, they collect the data that was sent because one asks you for something that you sent a long time ago to another and that was supposedly already approved, then they ask you for something with the promise that it will be enough, that you wait 5 days and that's it... but then they come up with something new to continue delaying your money and they can do it because their terms say so.

I've never seen them ask for proof of payments with transfers, since as I repeat, transfers couldn't be laundered, except if they were in collusion with the player, and if that were the case, the player would send them from the same account... on the contrary, I think the fact that they were received from 3 or 4 different accounts is something very normal. In the way a normal player acts...

And the fact that they request so many unnecessary things of which they do not have control or correct follow-up only has as its main objective to hinder the payment to the player ... that this one gets angry and does not continue with the process or gamble his money or does not manage to obtain any of their elaborate requirements ... because it is not the same to ask a third person to send you a transfer than to ask for a photo with their identification in hand and in the other the cell phone with the conversation with them, now asking 4 people is quite a challenge

Nobody answers me here, maybe 5 days waiting for a response.

They just make fun of me, someone should do something about these sites that only steal without impunity

They keep making excuses after excuses. I think they will never give me my money back. They are thieves and scammers. The worst thing is that they hide behind their rigged terms to avoid paying. They already made me send them so much documentation. They only make me angrier and I spread the word about how thieves they are. At least they saved some people from falling for their scam.

Thanks for your reply.

In the communication you sent me, the selfies you provided, and the documents aren't legible.

Have you made sure to send legible, high-resolution, unedited information?

Do I understand correctly that the casino didn't ask the players associated with you to verify their accounts, but instead you were asked to gather and supply their documents?

Are all of the people listed in the casino's requests players in the same casino?

Please let me know.

They are all or were tenants, but some no longer live here, and I even asked one or two to send me to the casino to play by wire transfer. I didn't think there would be a problem with that since we all receive or send wire transfers to people, and they don't ask us for blood tests or selfies to prove them.

Well, first they asked me for account statements from 5 people, 3 that have nothing to do with the account... Then the selfies holding the cards... I never deposited with a card, not even mine... first 3, then 5, then they forgot one and added another name, there was one that they asked for at first that they didn't ask me for again, later... that proves that they don't even keep track of what they can, it's just an excuse not to pay, yesterday they told me that there were only 2 photos missing to continue the verification but the one I sent them "seems" edited, that I should send a video where I ask the person to see if it was real!!! So their analysis of whether the photo is correct or not is only based on their personal opinion, they don't even have any kind of system to detect that just because they feel like it, that they don't like it

Also when telling me that to continue with the verification I asked to continue, meaning they will ask me for more things after selfies with a credit card, selfies with the image they sent by email, selfie with the live chat of 5 of my tenants, will they also ask me for more things? And he told me if it is a standard procedure, more documents can be requested ... They want me to send them a DNA analysis of all the people who have lived on my block, I don't understand ... what else are they going to ask for, but maybe just because I'm curious I get my tenants to send me their selfies to see how far they will go to avoid paying

Of course the documentation is legible but whether they accept it or not is their sole opinion. They don't even check it. If they had a system to do so, they wouldn't ask me for a video where I ask for a selfie via WhatsApp to see if it's authentic. I mean, they base it on a trial and error basis.

And to the question if they are users, I don't know, I suppose so... I even recommended them when I fell into their trap of low instant withdrawals.

It's been several days since I filed my formal complaint against Betmaster, and I haven't received any updates or responses.

I want to remind you that this is a serious matter: the casino is demanding third-party documentation to release a withdrawal of just 10,000 pesos, which violates the Personal Data Protection Law and my rights as a consumer.

I have provided all my documentation, including bank statements and receipts.

I have already warned the casino that if the unjustified detention continues, I will file formal complaints with INAI, PROFECO, and other international entities.

I urgently ask for your support so that the casino complies and releases my funds.

I look forward to your prompt response.

I want to inform you that, despite knowing it was an illegal request, I was forced to send the selfies and IDs of the people who made deposits to my account, as required by the casino to continue verification.

I did this because they told me there was "no alternative" and that they wouldn't release my withdrawal until I met that condition, even though those people aren't my account holders.

Still, hoping to get everything sorted out and get my money back, I gave in to the pressure and handed everything over:

– My official documentation

– All my account statements

– Selfies with INE and chat of the people who deposited

There's nothing more I can deliver. I've done absolutely everything they asked of me.

So far, the casino has not confirmed a payout date or released my funds.

I feel completely abused and without answers. I hope this is taken into account in resolving the case, as there is no further justification for them to continue withholding my money.

I appreciate any help to help the casino finally deliver.

This is what they told me after I gave in to their abusive conditions for handing over my money.

**Update:** I've already submitted absolutely every document the casino requested, even those that violated the law (like selfies and third-party IDs). For several days now, the casino has **completely stopped responding** and **hasn't released my withdrawal.**

There is no longer any pending proceedings. Only deliberate evasion and breach of trust. I will file complaints with **INAI**, **PROFECO**, and public forums such as **Trustpilot** and AskGamblers**.

This situation cannot be allowed to happen nor can it be repeated with other players.

Thank you very much for the update and for providing the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks because the casino does not give any sign of having the intention of paying, however, it is increasingly evident that their objective is really the opposite, since they have told me that the photos I sent them were edited and I even had to send them a GTP analysis of the photos where I supported their authenticity, then the support said that they confused the photos that were not the ones that said they were edited, because they had no other choice, even so they asked me to send everything again to sort it !! They are not supposed to keep control .. I have to send everything again to sort it ... !! But nevertheless I sent them to them and the last email I received was that the photos were incorrect that I sent now without the live chat only with their identification, it no longer makes sense what they are asking for selfies holding an identification card and with the image they sent by email .. selfies with identification and with their live chat selfies now only with the identification ..! it is absurd

I imagine that 90% of users get annoyed from the start, they give up and they keep their money justifying that they did not complete their verification, but they ask for things that go against the law ... and their own terms and conditions, I am tired of their absurd requests, you cannot dialogue with them because they ignore you, one still dared to tell me to send everything in order again, that I was the one who was slowing down the process, I am sure that I am the one who does not want to be paid.

I have sent my formal complaint to Profeco so that this company and its abusive practices against consumers are recorded... and I have contacted some media outlets so that they can investigate further.

There are dozens of reported cases with very similar patterns.

📌 Cases documented in international forums

Casino.Guru reports at least five recent complaints from Mexican players experiencing difficulties withdrawing amounts ranging from 6,000 to over 410,000 pesos after submitting receipts and documents with infinite delays.

A user who requested a withdrawal of 410,744 pesos, complied with everything (identification, account statements, verification), and was still blocked for supposedly having a "multiple account," without proof, and ended up without a refund.

Another recent complaint from a player who won $178,000 pesos, but had his withdrawal blocked by the endless verification process.

On AskGamblers, there are multiple reports of failed withdrawals even after verification, funds being held due to an "unsupported payment method," or arbitrary demands.

Multiple corroborated complaints: with high amounts, verification completed, and unjustified blocks.

A repeated pattern: gain + verification + new demands + permanent blockage.

It's not just me, there are users with almost identical profiles, amounts, and excuses on different forums.

Hello octubreoctubre224766,

I am sorry to hear about the problems you are experiencing with the verification.

I have reviewed your case and will contact the casino to see if I can help.

Dear Betmaster Casino MX,

Can you please provide an update on the status of the player's verification? What specifically is required for the player to complete the process?

Kind regards,

Adam

First they asked me for statements of all the accounts where I ever receive a transfer to the casino to play, they gave me 3 known names of tenants from where I live, then they increased to 5 then they forgot one and it was left at 4... for the release of my withdrawal, they first asked me for the statements of those people where the deposits are reflected (everything spei nothing x card) and I had to ask all my tenants to politely send me the original statements in PDF, and I sent them to them for review. I had to underline all the keys myself, organize by number, etc., etc. because otherwise they would ask me for the same statement over and over again.

Then, after getting them to validate all the receipts, I thought that would be enough, but 3 days later they asked me for a photo of the 5 people holding their ID and card in one hand and a photo in the other that they sent me by email.

Then they asked me for a photo of everyone now just holding their ID but instead of the image they sent now in the other hand the chat with them live

Then after sending them the last 2 selfies with the live chat and an analysis of them where GTP chat validates that they are authentic because they told me that they were edited and only then did they have to accept them, today they asked me for another 5 selfies, now only with their identification without the chat.

But between each absurd request, one more than the other, they take 3 days to ask for something new... it is obvious that they do not intend to verify anything... I already sent all the receipts in original and they were not sent with cards, they were by transfer, amounts less than 500 pesos... therefore it is not justified with an investigation for fraud or money laundering or something illegal since each deposit has already been verified... it is more than obvious that they are only delaying payment with requests for illegal documentation and abusing

They haven't verified me yet, nor do they let me withdraw, but they haven't blocked my account either because I haven't done anything illegal nor have I violated anything... all they do is ask for selfies and more selfies between each request, wait 3 days, ignore me, and send me promotions and prizes so that I play. They most likely want me to lose the money. Yesterday I received the message that I won a raffle by chance.

In fact, they told me that my account is available and my funds are available to play while the eternal verification is concluded, proof that their intentions are for me to leave the verification or play and lose the money.

They've told me several times that everything is already complete, and they don't verify it. Three days later, they ask me for something else.

They asked me again for the Inés that according to them were connected in the selfies and they forgot the Inés so they asked me to send them all the ines

They are breaking the law, justifying themselves with their verification and their terms that say they can request whatever they like, and that is why it is justifiable to illegally withhold profits and request documents from third parties... They still have not released my withdrawals, they continue to request more documents, arguing that transactions of no more than 500 Mexican pesos could be money laundering... and that is why they break laws and do not pay withdrawals.

They are breaking the law, justifying themselves with their verification and their terms that say they can request whatever they like, and that is why it is justifiable to illegally withhold profits and request documents from third parties... They still have not released my withdrawals, they continue to request more documents, arguing that transactions of no more than 500 Mexican pesos could be money laundering... and that is why they break laws and do not pay withdrawals.

NOTE: THIS IS NOT AN ISOLATED CASE. It is the way in which the casino operates or its support staff to illegally withhold withdrawals. There are many cases similar to mine where most users have their accounts blocked after all those documents are taken from them.

The casino keeps asking for documents from third parties over and over again. It's like talking to a wall. In the best case scenario, for the company, it could be an act perpetuated by the support staff. Why bother trying to talk to them and speak to them with evidence that supports that they are committing a serious offense? They ignore it and ignore it. It makes me think that maybe they are acting on their own, since I doubt that a company of that level would not know when it violates a law or carries out abusive practices and the consequences of something so serious.

So it is a probability that they are the ones who are breaking the law for their own benefit and that is what makes them so intransigent and not care at all about the damage they could cause to the company where they work.

I will try to contact a higher hierarchy to report what is happening and find out if they are aware of how the verifications are handled illegally.

I have informed you of the complaint that is unanswered here on the forum directly to support and they have ignored it because they have absolutely nothing to say that supports the illegal requests for documents... the only thing they have done is try to shift the blame onto me saying that I am the one who slowed down the process by sending digitally modified or blurry images... Which is false since that is what they have told me about all the images from the beginning. Their requests have been illegal and ridiculous and I believe that I have done more than what I should have even though my rights as a user have been violated and I have been extorted to hand over third party documents and account statements which are the originals downloaded directly from the bank.

Hello,

Kindly be advised that we have sent the requested clarification to Adam’s email for his review.

We apologise that the process is taking longer than expected. However, we would like to emphasie that we are operating fully in accordance with the Terms and Conditions agreed upon by the customer at the time of registration.

Please note that the most recent set of requested documents was submitted only 24 hours ago, and the review process will require some additional time.

Additionally, we would like to clarify that no credit card information was requested from the player. The documents requested were part of the standard verification procedure related to payments.

We will keep the player updated regarding the status of their KYC review.

Kind regards,

I have the image that was sent to me of the little doll holding the card and the ine

And I don't know if you know the laws in Mexico, but it is illegal to ask for documents from third parties, even if they have deposited money into my account. That does not justify what they are doing, it is a violation.

Here you can see how they tell me that with cards, I ask the support person and he tells me if with their cards

Thank you for your response, Betmaster casino.

I have requested further clarification via email.

Dear octubreoctubre224766,

Betmaster states that you have made deposits from multiple accounts, some of which are owned by other people, can you please confirm this is correct?

Kind regards,

Adam

And he even tells me that it looks legible, that is proof of 1 that he is lying 2 the theft of third party data with extortion using retention of my funds that to date they still have not given me, my case is not the only one... that is what they do with users... I have never dealt with a casino that behaves the support like the one here does, I do not know for what purpose they ask for all that data

Yes, deposits made by Spei, not with cards, and amounts no greater than 500 pesos, that does not justify breaking the law and asking for sensitive documentation.

In the screenshot I uploaded it is clear how casino support asked me for that and they even sent me an image of what the photo should look like and I have in my possession more and more evidence where they request photos of 5 people outside the account of how... they even tell me that they deliberately ignore users if they want and how one tells me that they can withhold the profits because they can because their terms say so and ask for whatever they want for the same reason

They ask for documents repeatedly and without internal coordination

Even though you've already sent your INE and supporting documents, different agents keep asking for the same thing, without acknowledging what you previously sent.

They've changed the instructions: at first, your bank statements were enough, but then they demand third-party documents that they never mentioned before as a requirement for deposits.

2

They demand documents from other people

INE and selfies of 5 people not related to the account are requested

This violates privacy principles and is neither a legal nor ethical practice: asking for official documents and selfies from other users falls outside any legitimate data protection and KYC regulations.

They admit to having received your documents, but they do not move forward.

Aaron's email (June 2) confirms receipt and says the process takes 5 business days, but over a month later there is no resolution or payment.

They continue to invent new requirements to avoid verification.

🛑 This is interpreted as a clear pattern of malicious delay and obstruction of withdrawals, which can be reported and this pattern of consumer abuse is a trap that this casino applies to players who win relatively higher amounts than the low ones that pay instantly.

Thanks for following up, Adam.

I confirm that some deposits were made from accounts belonging to acquaintances, who did so with their consent and using their own payment methods. However, I am the sole account holder and responsible for the transactions. Credentials were never shared, nor were any terms of use violated.

What seriously concerns me is that Betmaster is requesting personal documents (INE and selfies) from third parties, which is illegal under Mexican personal data protection laws. The fact that someone has deposited into my account doesn't justify violating their privacy or requesting their official ID. It's a clear violation of the data minimization principle.

Furthermore, the process has been unnecessarily lengthy. The messages show that I've submitted everything required, but Betmaster repeats requests that were already fulfilled and contradicts its own agents. I have evidence that since June 2nd I was told my documents were under final review, and more than a month has passed without a resolution.

I insist: I want to withdraw my $10,000 pesos, and I'm not requesting to continue playing. The casino can't withhold my funds with shifting arguments or dubious legal excuses.

I appreciate your support and hope that my rights as a user are respected.

Hello octubreoctubre224766,

Please be aware that it is a standard procedure during verification for the casino to ask for a selfie and card information for the account used to make the deposit.

If multiple accounts have been used to make deposits, it makes sense that the casino would ask for the same information for each account, in order to prove that each deposit has been made with the permission of the respective account owner.

I have asked the casino to clarify which information has been requested and if anything else is required. We will allow them some time to review the documents you have provided, and wait for their reply to see how we need to proceed.

Kind regards,

Adam

Thanks, Adam.

I understand that the KYC process involves verifying the source of funds and validating identities, but I want to make one thing very clear:

🔴 In Mexico, no individual or business (including casinos) may request official identification from third parties. This constitutes a violation of the Federal Law on the Protection of Personal Data Held by Private Parties.

Requesting selfies and credentials from people who are not Betmaster account holders is an illegal and disproportionate practice.

🟡 I clarify again that all the people who deposited did so voluntarily and with full consent, and I am the one who manages the account.

The fact that the deposits came from different cards does not authorize the casino to request documents from people other than those on the account.

Besides:

I have met all the requested requirements.

There is no evidence of fraud, impersonation or misuse.

I want to close the account and withdraw my money, not continue playing.

I appreciate your help in pursuing this case objectively, but I'm concerned that the process is validating abusive practices outside the Mexican legal framework.

And there is evidence that 1 they asked for cards from 5 different people 2 I have already sent all the documents they have requested, account statements, selfies while holding their online conversation, there is evidence that like 3 times they have told me that everything is complete, and next week they ask for something else, this is not a verification it is a withholding of funds. I do not want to use the casino anymore, I just want them to give me what is in the account that I won and I have already verified that it only came from one account, that it did not come from 5 people, it came from one account, and to the same account I want them to withdraw the money with which I generated the profits, that's all

I look forward to hearing from the casino. Thank you.

I think it is essential to clarify the following:

1. I have never used other people's accounts without their consent. If someone deposited funds from their own account into mine, that does not make me responsible for their personal data or a guarantor of their identity. It is illegal to require me to present third-party documents, and in Mexico, this constitutes a violation of the right to personal data protection.

2. Betmaster demanded selfies with another person's card and ID. I have clear evidence of this. They even sent me a mockup image of a person holding an ID card and a bank card. This request is not only abusive, but potentially criminal.

3. I have complied with everything the casino requested, submitting my personal documents and confirming my deposits. At no point was I warned that accepting a deposit from a third party would be grounds for freezing my account or withholding my balance.

Even their own terms do not mention that they can ask for documentation from third parties.

In that case, if they accept the money and allow you to play with it, then they themselves are violating their terms.

Because the casino allows receiving funds from any account, it does not reject deposits, only when it comes to withdrawing money and it is a higher amount than usual, that is when it is already prohibited.

I request that Casino Guru not normalize illegal practices under the guise of "standard" processes. In Mexico, data protection laws (Ley Federal de Protección de Datos Personales en Posesión de los Particulares) expressly prohibit third parties from collecting, storing, or requesting documents that do not belong to them without legal consent.

I appreciate you maintaining an impartial position and looking after the player's rights, not just the interests of others.

It's from the casino.

Hello octubreoctubre224766,

According to the casino, you have already provided most of the required documents, but there are one or two account holders' details missing. I recommend that you clarify with the casino which ones are outstanding and provide the necessary documents.

These procedures are in place to prevent fraudulent use of other people's payment methods, and as you have apparently used approximately 10 different accounts to make deposits, I am not surprised at the casino's requests for information to verify them. Again, it is a standard practice in most casinos all over the world to request these kinds of verification for a depositor to a casino account.

Kind regards,

Adam

Thank you for your follow-up, but with all due respect, I must point out that this process is no longer an objective mediation.

The casino has constantly changed the requirements, requesting documents I've already submitted, and, most seriously, requiring me to submit documents from at least 10 different people who helped me deposit, something completely outside the legal framework in Mexico or any country with data protection regulations.

Accepting this as "standard practice" is normalizing abuse, not preventing fraud. I've complied, been transparent, and cooperated. I want to withdraw my money, not gamble anymore.

What's happening here is a clear use of KYC policies as an excuse to withhold player money, and I'm disappointed that Casino Guru supports that stance.

I am recording this behavior so that other players know what they are up against.

rent.

No other casino requests something like this... they were not card deposits, in fact there are very few that do not allow people who are not the account holders to send you money... They can send you to the casino without any problem and they do not ask for the information of all the accounts where they sent you, they were not card deposits, they were money transfers... No casino has ever asked me something like this and the few that only allow you to send from accounts in your name from the beginning reject the shipment if the account does not match, this one does not accept the money

This behavior is not common. I don't know of any other casino, and I know several large and small ones that ask for this type of documentation to justify transfers you received to your account. It's not logical, it's not common, and it's not legal.

Dear Adam and Casino Guru team,

Thank you for your continued follow-up, but I would like to clarify a key point that may be causing confusion due to international differences in payment methods and regulations.

In Mexico, it is extremely common for people to send funds via bank transfers from their own bank apps or over-the-counter payments (e.g. at OXXO or convenience stores) on behalf of someone else, especially among close friends, partners or family members. These are not credit card payments, nor unauthorized uses of third-party accounts.

The deposits made to my Betmaster account came from people who, with full consent and transparency, made simple bank transfers to the casino’s account. I never used stolen cards or unauthorized payment methods, and I am the sole owner and operator of the casino account.

Therefore, I believe it is disproportionate and illegal under Mexican law for Betmaster to demand the ID and selfies of these people. They are not account holders and are not part of any gambling relationship with Betmaster. Requiring such personal information violates Mexico’s Federal Law on the Protection of Personal Data Held by Private Parties.

This is not about verifying payment methods. It’s about retaining my funds using arbitrary demands that go far beyond any standard or reasonable KYC procedure.

Once again, I have already submitted all of my personal documents, and I simply wish to close the account and withdraw my remaining balance. I am not trying to continue gambling.

Thank you for your time,

Daniela J*******

I would like to think that

Betmaster is a foreign casino that apparently operates under licenses from jurisdictions like Curaçao, where KYC (know your customer) policies allow for cardholder verification to prevent fraud. However, in Mexico, most deposits are made via bank transfer between acquaintances, and the use of third-party cards is not common, nor was it the case in my situation.

Despite this, Betmaster is attempting to apply foreign verification standards in a completely different legal context, demanding IDs and selfies from people who simply made transfers to me with their consent. This practice violates the Federal Law on the Protection of Personal Data Held by Private Parties, as no casino has the legal right to request official documents from persons not involved in the contract.

The fact that they operate internationally doesn't exempt them from respecting Mexican laws, especially when accepting players and funds from Mexico.

And I want to believe that they are not ignoring this knowledge and abusively using it to withhold funds.

The casino has now requested the identification and selfie of a sixth person not previously mentioned nor from whom I have been asked to verify any deposit made... The murky thing about their request is that if they are supposedly checking for fraud and money laundering... wouldn't it logically be the main thing to request the account statements of the deposits made to betmaster... because the casino has skipped the most basic requirement, which would be this one, and has gone directly for selfies and identification of a sixth person...

What kind of verification of deposits made does not ask for the most important thing, which is the account statements where these are reflected and only asks for the identification of the owner of these deposits without asking for proof of them... so what are they validating since they are not deposits, of course, since they have not asked for that... If they have not asked for the personal documentation of several people... what kind of use do they give to this documentation or what is the purpose if it is not to verify the money that is deposited with them?

Hello octubreoctubre224766,

I am currently waiting for further information from the casino, so I will extend the timer accordingly.

Kind regards,

Adam

The request for documents on your part has become excessively abusive without legal basis or any legal justification ... But they seem not to care ... I have already delivered everything they have requested, even though it is against the laws of my country, which could get me into trouble if I do not have the authorization of the owners and the evidence of the extortion for which they made me deliver those documents ... They now continue to add a sixth person to the list, what kind of logic is there in conditioning my withdrawal now with. Delivering documents from a person not previously mentioned and without requesting any proof of deposit ... could the casino continue with its endless list of personal documents that have no relation in order to not pay the winnings ..

I have also requested that the money in my account be returned to the same account from which it was deposited and that the account be closed immediately because their terms state that the player has the right to request closure and to send the funds from where they were deposited and the profits generated, yet they also refused to do so even though their terms state so.

It is a coincidence that all the complaints against the casino have the same pattern: excessive verification, requests for unnecessary documentation or documentation that is not related to the payment... account blocks without any explanation... all the same, with the common characteristic of having won a larger amount than usual... The abuse by the Betmaster company to confiscate profits with illegal verification is nothing more than obvious.

I have also requested a summary of my deposits from the casino to confirm that it matches all the personal information they have asked me for, but they have refused to give it to me. I don't even have the right to corroborate that. It is sad to see how there are companies like this that operate without any impunity, extorting and stealing without anyone stopping them... you just have to see how arrogant they are and that they do not even want to provide a summary of my transactions to confirm that what they are asking me for is justified.

They just ask me for more and more documents and I can't even know if I really received the deposits they say I did because they don't want to give me a summary of my transactions.

I asked the casino for a simple summary of the deposits made to my account to verify if they match the names of the people whose documents they're asking me for.

They didn't want to give it to me.

This confirms that they are not interested in verifying anything, but rather in continuing to hold my money with impossible requirements.

How am I supposed to hand over documents if I don't even know who they refer to?

I have cooperated. They have only put up obstacles.

This is no longer a verification: it is systematic abuse.

matic.

Player abuse, abuse of all kinds, I highly doubt they will respond to anyone because no one stops them. I hope at least one player or another reads this and avoids falling into this trap because when they steal from you, no one will be able to help you, so it is better not to play in this place, it is a vile scam for the players.

Dear Adam,

I deeply regret that, despite all my willingness, cooperation, and submission of documents, the stance adopted so far remains tolerant of behavior that borders on abuse.

I've submitted selfies and IDs for multiple people. I've now been asked for a selfie of a sixth person, but the casino hasn't informed me how many more people are missing or what deposits are associated with each one, despite my requesting a simple summary of my deposits to verify who they're linked to. I've been deliberately denied that information.

Besides:

At no point have I been offered a guarantee of release of funds if I comply with the request.

Undefined requirements continue to be added, without transparency or a legal framework to support these demands.

The transfers I made were mostly via SPEI, which in Mexico does not imply account ownership or fraudulent use, and yet I am treated as suspicious without the casino demonstrating the slightest hint of fraud.

This pattern of behavior is not "verification," it's a strategy to avoid paying.

It's a way to pressure players into giving up, so the casino can keep their money, hiding behind an ever-expanding and limitless KYC process.

Please consider the evidence more objectively. At this point, the burden of proof no longer falls on me, but on Betmaster, who must prove that I committed fraud, which they cannot do because it simply isn't true.

Casino Guru has a responsibility to protect players, not to normalize practices that may violate Mexican law regarding personal data protection, abusive business practices, and discriminatory treatment.

If the casino does not release my funds, it is more than obvious that this has been their clear intention from the beginning since they act without any authority, they pretend to have no concern about responding to the user or anyone else... I would like you to reconsider the rating that you have given in this forum where the purpose is to defend the user from fair treatment and since the casino has not complied and has not given any valid justification for its abuse... neither by this means nor by the support nor by any other means, the rating that you have given it should be reconsidered a lot since it is an alarm sign that a casino operates in violation of the laws and without responding for anything... And the one who has a high rating may be inviting you to fall into the trap of this betting site, and you have to take into account that in other forums it is restricted in Mexico for the same reason because apparently nobody regulates them properly

Thank you for your attention. I hope you will act accordingly.

Hello octubreoctubre224766,

I have also asked the casino to provide me with a list of all verification documents they require and why, as well as your transaction history for us to review, so that we can confirm all of the deposits and that nothing is being requested unnecessarily.

We will await further information from them.

Kind regards,

Adam

Without any response from the casino, they ran out of requests to delay the payment and they chose to remain silent. They don't respond, my withdrawals remain blocked. They didn't give me a summary of my transactions to corroborate anything. 😕 Zero willingness on their part.

They are already making me lose hope of getting paid, be careful with these types of sites, the truth is that in all my time playing I have never seen a casino with such a well-designed trap to steal from the player, although they could be an excellent site to play for their instant withdrawals, they become a criminal organization by confiscating and enriching themselves rather than the high prizes of the players since from what I have investigated these practices are very, very common in them, I hope these types of cheating casinos close soon.

I will contribute what corresponds to me for it.

DO NOT PLAY ON THIS SITE. THERE ARE CASINOS THAT PAY HIGH AMOUNTS, THIS ONE DOESN'T... THOUSANDS OF SIMILAR CASES. HIGH AMOUNTS ARE CONFISCATED MOST OF THE TIMES WITH PRETEXTS...

Hello octubreoctubre224766,

I appreciate that the verification process has been ongoing for some time, but in any type of complaint we always allow each party 7 days to respond. If there is no reply after 7 days, we send them a final reminder and allow an additional 7 days before closing the complaint.

I know it is a frustrating situation, but we should try to allow more time for a response.

Kind regards,

Adam

I beg the Guru Casino team to review the score they have given this casino once again, due to the lack of seriousness and the suspicious way in which they carry out their verifications, far from what a normal casino does, I have started to investigate more thoroughly... and I have found NOTHING!

that's the problem

. Betmaster has no legal representative in Mexico, it is not listed in any registry that has legal representation or offices, it is managed from the shadows, subleased from a PERMIT in the name of another company that also has no clear legal representation... What is PRODUCTIONES MOVILES SA DE CV from which multiple casinos are derived that do not have the proper license to operate in my country, that is why asskgamber, another very important forum, does not have them active in Mexico, the support staff is subcontracted, they do not even have the power to block or unblock the accounts... they only get paid to put users off and tire them out until they stop asking for their money

The raffles they promote on Facebook and other websites, I've confirmed, don't exist! This is a criminal organization disguised as a "legal" casino, with a well-designed system to attract victims.

No hope of a response from Betmaster, it's a mafia and it seems they don't care much about what an affected player could cost them publicly, nor what it costs them, nor about the fact that it's clear they had nothing to argue with other than the insistence on documentation with the false promise of a withdrawal that in the end they never thought of making. They've come out with the fact that they've decided not to pay me and that their terms say they can do so if they want without giving any explanations.

Well, I was already expecting something equally arbitrary, murky, unfair and illegal.

Since that was the entire verification process... I couldn't wait any longer... I've seen how this is done to many more people, not just me, and it's unfortunate that this doesn't have the proper media vision, because what this company has stolen is invested in false advertising with draws that don't exist and invented raffles with high ratings that they themselves pay for (I'm not saying that's the case with guru), but I repeat, it's strong bait for them to target potential future victims.

And sooner or later these types of "fraudulent companies and foreign ghosts" that operate in total anonymity sooner or later by their actions they burn themselves ... in fact lately I see that they have been given more to stealing from users ... they have been doing this since the beginning but they are gradually becoming more evident ... that suggests either that they feel immune and that the low popularity of the scams they do does not represent anything because they are doing better and better with them ... Or that they are not doing so well and that is why they are stealing more who knows ... Either of the 2 is bad for users ... I ask again that the rating be reconsidered and this casino be investigated more thoroughly,

And I repeat, their trap is so well designed that they have the patience to wait for the user to win a high amount because they know that the low amounts are not a loss for them, the same deposits cover them... That also helps users who have never won high amounts and have been receiving minimum payments instantly for a year... to comment wonders about the casino and makes its popularity increase... the person who designed it like that is a genius, I must admit that it is brilliant, it is a shame that it affects so many players and goes against the users.

And I accuse them of having stolen my money. They kept my deposits, they didn't pay me, but they kept everything I deposited and they extorted me by asking for documents from 6 people.

They invent the same thing for all users

They don't even show their faces in an important national forum like Guru Casino... they have neither the education nor the respect for what Guru Casino represents... a voice and representation in terms of disputes, a voice for the players. They know that since there is no one to complain to because they operate anonymously, it is most likely that if their scam becomes more public, they will change their name and, as many casinos of dubious reputation do later.

Hello,

I completely understand your concerns. I have reached out to the casino multiple times via email, as well as directly to their representative, but received no further response. As mentioned previously, we will allow one more week for the casino to respond as per our policies, before closing the complaint,

We would like to ask 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 will negatively affect its rating.

Kind regards,

Adam

I want to thank you, Adam, for your intervention and for trying to receive a response that would shed some light on the casino's absurd, excessive, and, I dare say, even ridiculous requests.

I know that you, like me, have tried to receive answers from the staff of this company and I am infinitely grateful.

But I was already afraid that none of them would have any success, just chatting with them a couple of times to notice

1.- They are not hired to help the user, they are hired to lengthen the withdrawal processes as much as possible... and they don't even try very hard, they give the same explanation to everyone, the same copy and paste of their terms where they justify everything with that, the illegality, the theft, the fact that they ask you for whatever they want, who knows for what purposes because let's be honest, they are not investigating anything in deposits of 200-300 pesos, what real investigation of money laundering can there be in those amounts... it's totally ridiculous

Their preferred justification is that there are multiple accounts, and that's why we have the right to keep your money and not give any explanations.

Another farce... Or are they going to say that it took them 2 months to discover in their system that there were multiple accounts... as ridiculous as if they could take selfies of people not related to the account holding their cards when there were no deposits with cards and as I showed in the image where I deny them because they say they never asked for that... and you can see how I ask if everyone has to have a card and they answer yes, they even emphasize that the information should be clearly visible!!

And what for? That information, as if it could be useful to discover multiple accounts, I don't understand... and I doubt very much that after they blocked my account and stole my money and didn't return a single deposit, they are going to get rid of the documentation that they made me hand over with lies... I'm a little afraid of the misuse they will give it, that they could well be the ones doing money laundering, logically the way the casino handles verifications and account blocking is much more alarming.

I have started talking to some other players affected in alarmingly similar situations... they earn amounts above approximately 10 thousand.

Everyone was asked for excessive documents... one by one every 3 days to lengthen the process. Everyone was sent the same copy and paste of why they could do that... we were all given the same excuse and our accounts were blocked on the same day with the same explanation or lack of explanation.

They were all under investigation, the same for money laundering, even those who never received money from anyone and only deposited less than 10 times from their account, even they were all blocked anyway with the conclusion that they had no right to have anything explained to us because their terms say so...

There was only one player who told me that he once collected 60 thousand, if that's true, he doesn't know how lucky he was..!! And not so much the luck of winning at the casino... yes.

I'm not sure I'll be able to cash out that amount at that casino... they didn't send me any screenshots or anything... but I want to think that it's true and that the company isn't fully involved in this fraud, and that it's just a few unfortunate people who have to cover their monthly losses by having their winnings confiscated.

But anyway... the truth is I doubt very much that with the arrogance and lack of availability to resolve and be transparent with the player that this casino handles, they are going to give any response, at least not one that makes sense... maybe they will repeat the copy and paste that justifies them in everything, I doubt very much that they will say why they asked for all those documents without legal justification, it was more than obvious that to discover multiple accounts they do not need 2 months of investigation and everything they asked for, if it had been the case they would have blocked me from the beginning, a good systems engineer knows in a few minutes if there are multiple accounts from an IP... So why wait 2 months, 10 account statements, 6 selfies with photo ID, ask for photos of card holding, chat with them, email and so on... I doubt very much that they will say who is the legal representative of their company in Mexico, I doubt very much that they will explain why the raffles they promote do not legally exist... I doubt very much that they will tell us why they promote themselves as a casino with a regular license when they only rent the permit to another company that is the owner of that permit, and that is not in their name. That is why they operate without any type of control because they are not directly accountable for the license, that is why they feel immune to everything and do what they want... and they have no need to justify themselves because they can continue to steal without any supervision.

For my part, obviously they affected me so emotionally with their extortion and abuse to get documents from me with lies and financially because they stole my winnings, they have even made me a little afraid to continue using these types of pages and look for a less risky hobby, since if from the beginning the player is taking risks with the machines and bets ... Apart from that, it is going to be an even more impossible challenge for the casino to pay you your winnings, it is a double risk and we practically give away our money to scammers like that .. but well, for my part, I will try to warn the players that it is within my reach to not fall into this type of shady companies and wait to know what use they give to the data, both mine and the people who asked me, checking regularly if there is any alarm of misuse

I AM VERY THANKFUL AGAIN TO CASINO GURU AND TO YOU, ADAN, FOR YOUR INTEREST AND SUPPORT IN MY CASE AND THAT AT LEAST MY EXAMPLE HELPS OTHERS NOT BE THE SAME VICTIMS.

And it is obvious that the casino uses its terms in its own way because they are the first ones who do not respect them ... in multiple points of this ... they only use them as a shield to justify their theft ... and it is obvious that since they have nothing logical or a valid explanation to give, they prefer to remain silent ... if there were any valid justification for their way of proceeding and they were a transparent casino that goes in accordance with its terms and respects the rights of the player ... I would express my point of view and support it by giving an answer ... but since it is not, it operates anonymously, confiscates profits at will and its requests for documents are quite murky, that is why it is most logical to prefer not to respond

Thank you for your support so far, Adam. I want to make it clear before the case closes that this won't end like other similar reports. I am gathering all the necessary evidence to make it public and legally formal.

I'm not just reporting a bad experience: I'm piecing together similarities from cases that have been occurring for years. Same pattern, same excuses, same blocking practices after the withdrawal attempt. I've found and documented several testimonies with the same modus operandi as mine.

No one had previously put this together and exposed it as a pattern or linked the fraud scheme among all the complaints to date; these are isolated cases that had not been analyzed for the alarming similarities between them.

I've generated a report with screenshots, abusive requests, and statements from other players. I've already sent it to PROFECO, INAI, SEGOB, and the Cyber Police, and I'm now putting together a collective complaint with other affected players.

I want to be clear: this will have consequences.

If Betmaster wants to protect its reputation, it must resolve this case properly, because I'm not going to stop. I've already taken action and will continue to do so until what they're doing to their users becomes public knowledge.

Thank you for allowing this space to serve as a way of making this clear.

Just hours after closing this case, Betmaster Mexico had no response or solution. After more than two months of waiting, sending documents, evasive responses, and emotional exhaustion, the casino simply stopped responding, failing to respond at all to defend itself or deny any of the allegations. They also ignored multiple emails sent to their official complaints channel, without even acknowledging their receipt.

This behavior not only demonstrates a complete lack of transparency and professionalism, but also confirms that the casino's strategy is to silence, exhaust, and confiscate funds without legal justification or formal response.

I'm already in contact with other players in a nearly identical situation, whose accounts were also blocked on the same day and under the same pretext after weeks of requesting documents. We're documenting the pattern of abuse and will join forces to expose this systematic practice.

Betmaster's reputation may be inflated, but sooner or later the weight of evidence will catch up with them.

Thanks, Casino Guru, for the space. Although the case was not resolved, I will use this platform as public evidence that I attempted to exhaust the formal process.

Dear Dani.10,

I have tried to contact the casino repeatedly, but have had no further reply from them. 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 to 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 you contact the Direccion General De Juegos Y Sorteos and submit a complaint to them using the form found here: http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea.

The Authority has more options and tools to help players. Please let me know how they responded ([email protected]).

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

Best regards,

Adam

Hello Dani.10,

I have since received a response from the casino, and they have provided sufficient proof to support their decision to close your account and forfeit your balance, due to fraudulent activity.

Consequently, the complaint will be reclassified in light of this new evidence.

I once more recommend that you contact the appropriate regulatory authorities if you wish to pursue the matter further.

Kind regards,

Adam