Betmaster Casino MX - Player is confused over the delayed deposit reflection.

On January 15, I deposited 25,000 and the balance was never reflected in my account. I sent proof of my deposit to the casino, and their initial response was that it could take up to nine days. This was communicated by their customer service team. Today the money was added to my casino balance, and at the time I had a game running on auto mode. The balance increased, which led me to believe that the increase was due to my winnings from the game and not my deposit. When I win a game, I generally place slightly higher bets as I view it as a win, not my own money at risk. In addition to this, I checked to see if my deposit was still pending in the following section:

As you can see, the 25,000 isn’t there, which reassured me that the balance increase was due to winnings, and not because my deposit had been added.

I continued to play with the "winnings", and lost in time. I contacted customer service and my supposed "VIP" manager to inquire about my deposit. They responded that it had been added, but I showed them my transaction screen to prove that it wasn't. However, they insisted that it was directly added to the casino balance.

The problem lies in me playing what I assumed to be winnings and losing it, when it was actually my own money. There was another incident where they refused to pay out on a large win because I had a micro bonus active. How can they add money to my account balance without notifying me or at least reflecting it in the deposits? None of these scenarios transpired. Adding to the frustration, my VIP manager who is supposed to assist me does not speak Spanish and his solution was to advise me to read the terms and conditions, which didn't address my issue. This happened in Mexico, who or how should I proceed?

Dear jmerloo,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Betmaster Casino.

Could you please send me your entire deposit history starting from January 15, when you made your deposit of $25,000?

Also, kindly send me your gaming history from the day your deposit was supposedly credited to your account in Excel format. You may request your gaming history directly from the casino. My email address is veronika.l@casino.guru.

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

Best regards

Veronika

Dear jmerloo,

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.

In this first shipment I attach proof of deposit.

This is on January 15, 2024, I show the screen of the bank where the transaction is, I show the receipt generated by the central bank of Mexico and the conversation with its support team.

I report it on the 15th and they credit it until the 17th, they play with your money for two days, what happens if this happens to more than a thousand users a day? With this scenario, simply for one night they would earn 100 pesos, and even worse if they see in the conversation they mention that they can keep your money for up to 9 days.

See how it is easier for them to blame their SUPPLIERS, they hire them, sign agreements and SLAs, but they are not responsible for BETMASTER errors.

I requested the details of my transactions several times and they did not deliver them, they say that he who owes nothing fears nothing, could it be that they do not want to give me my transactions for some reason??? If necessary, I upload the chats and emails where this information is requested and they do not send it.

I have reported more than 9 problems with them to the casino, last week I sent them in greater detail everything documented and explained, this is the date they do not answer me, if by the end of this week there is no answer then I will share everything that is happening with chats, emails, screens, video recordings, bank statements, bets, I have everything...

What do they recommend I do with so many abuses, I think that legal means can be a way but BETMASTER is not in Mexico, they rent a license in Mexico to operate, it is better to make an international trial, sue them in their country of origin or sue the corporate name that gives you the license?

Last question, on which site, blogs, social networks do they recommend that I upload all my documentation in order to prevent the same thing from happening to other people.

I am going to create a channel on YouTube and TikTok to expose everything that happened to me, can there be any risk in doing this?

Thank you for the screenshots and the additional information regarding your problem. However, you still haven't responded to the questions I asked you in my first comment.

Could you please send me your entire deposit history from your casino profile starting from January 15, when you made your deposit of $25,000?

Also, kindly send me your gaming history from the day your deposit was supposedly credited to your account in Excel format. You may request your gaming history directly from the casino. My email address is veronika.l@casino.guru.

Thank you.

Dear jmerloo,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.