The player from Mexico faced a temporary block on his account, during which his withdrawals were canceled and his balance erased without explanation. Despite the support chat claiming the amount was lost, the player disputes this and has not received a response to his email to support.
Betmaster Casino MX - Player’s account is restricted and withdrawals are canceled.
Amount: Mex$210,000
Betmaster Casino MX
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Betmaster Casino MX has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case opened
Current status
Waiting for player to reply
6d 16h 26m 51s
Case summary
7 hours ago
Public
Public
18 hours ago
Translation
Good day,
Yesterday, I experienced a temporary block on my account (which has been restored). The withdrawals in transit were canceled and the balance was erased for no apparent reason. The service chat claims that the amount was played and lost. I must clarify that this was not the case at any time.
An email was sent to the support team, which has not been answered.
I am proceeding to post my complaint on this page as I have seen that they assist in resolving similar issues.
I hope you can help me resolve this problem.
Thank you in advance.
Automatic translation:
Public
Public
7 hours ago
Dear lalbertoalvarez1,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you canceled the withdrawal requests, or if the casino canceled them?
Please send me a screenshot of your withdrawal history showing the canceled withdrawal requests. Also, kindly send me the gaming history starting from the moment your withdrawal requests were canceled. You may send these screenshots here, or to my email address at veronika.f@casino.guru.
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
lalbertoalvarez1 has 6d 16h 26m 51s to reply
