The player from Mexico reported multiple discrepancies in payout amounts from several games and felt cheated, stating that the amounts paid did not match what was won. They sought an immediate response and resolution, threatening to escalate the complaint if necessary. The Complaints Team extended the response time by 7 days but ultimately rejected the complaint due to the player's lack of response to requests for further information.
Betmaster Casino MX - Player is facing unpaid winnings issues.
Amount: Mex$9,300
Betmaster Casino MX
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
I had several plays that did not pay me what was in fact I had to go to the history and take play by play to check what should have been paid to me and it never paid me what it said
I have three plays which I was playing in 12 I won the red coin inside the red coin I won the pink one which is 2400 of which
Id 42989445827 paid me 242
Id 42990629527 paid me 252
Id 42990541984 paid me 242
Id 42989339487 And then playing 10 I got the red coin inside that I got the pink one with a payment of 2000 which only paid me 210
Id 429890111894 playing with 6 I dropped the red coin inside the pink mencalloba bonus that should pay me 1200 and it only gave me 1000
Id 42991716703 playing 2 I dropped the red coin and within the bonus I dropped the pink one and he had to pay me 400 and he only gave me 100
I need an answer right now because lying and stealing from us, one plays with real money and in real time, I get my money or I will have to extend my complaint above, thank you very much, my number with which I enter to play is 866188**** I hope for an answer as soon as possible, if I could get all this out that I don't work there, I imagine that the systems must be faster and more agile.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 month ago
Dear Anna29,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to dominika.l@casino.guru? Please advise us of the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
