Betmaster Casino MX - Player faces withdrawal issues with unresponsive support.

I created an account on Betmaster and also made a deposit to play. However, when I try to withdraw my winnings, it's not possible. The chat support is unresponsive, and when they do reply, they keep repeating the same thing without reaching any solution.

Dear Geroz,

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.

Could you please send me a screenshot of the error you see when you try to withdraw your winnings?

Have you made any successful withdrawals from this casino before?

Could you kindly specify if you have passed the full KYC verification?

Have you played with an active bonus?

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

#1

Answer #2 is my first unsuccessful withdrawal. #3 Yes, I did the verification that the application asked me for..#4 I am playing with real money

I hope you can help me. Since the casino doesn't do it.

This message. It's the only thing. They answer. Always the same.

Could you please specify when exactly you submitted your withdrawal request? Do you have any pending withdrawal requests currently in your account?

What types of games did you play - e.g. slots, live casino games, sports betting?

Slot machines.

That's the message it sends. And it doesn't let me move forward. I've already sent the necessary documents and it's still the same.

Thank you very much, Geroz, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Geroz, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Betmaster Casino MX representative to join this conversation. 

Dear Betmaster Casino MX, could you please provide more information about this case? 

Looking forward to your reply.

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,

Please kindly note that the provided screenshot already explains what happened.

The card used for depositing does not support payouts, therefore, the customer was asked to attach a SPEI payment method and verify both payment methods for secure withdrawals.

By the time the customer provided the necessary documents to verify the payment methods, the funds had already been used in the system, and the account balance was 0.

Since the customer has now completed verification, their next payout will be processed faster.

Thank you for your understanding,

Kind regards.

Lie. They asked me for a statement of account. Where. The payment was. What. I made when. The statements of account are monthly. Since I sent them the last statement of account. And they did not accept it.

And the account is at zero because I decided to lose everything. Before they blocked me or my account.

Dear Geroz,

sadly, since you have lost your winning, I am afraid, there is not much we can do for you. The player is responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

I regret that this outcome has occurred; however, should you require our assistance in the future, please do not hesitate to contact us. We are committed to providing support.