The player from Mexico had repeatedly experienced issues with the withdrawal of his winnings, despite undergoing multiple account verification processes. Even though he had provided all required documents, the casino kept asking for more information which was delaying the payout of approximately 50,000 pesos. The player was seeking assistance to successfully withdraw his winnings. We had advised the player to submit a bank statement for the account used for deposits once it was available, and forward any further correspondence from the casino if there were additional obstacles to the withdrawal process. However, the player later reported that his withdrawals had been processed and his account had been fully validated. Despite this, he experienced further issues with withdrawal processing. We transferred the complaint to another team member for further assistance, but the player did not respond with additional information or requests for assistance, leading to the complaint being closed as rejected.
Betmaster Casino MX - Player’s winnings are delayed due to continuous document requests.
Amount: Mex$60,000
Betmaster Casino MX
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Well, it turns out that I tried to test the casino and believe me, it's a brutal scam. I don't understand how it's still in operation.
At first, I made a deposit without any issues, and rightly suspicious after placing a few bets, I made a withdrawal, which was credited incredibly fast.
After that, I made more deposits and like many casinos, they asked me for documents. It's worth mentioning that I had already verified my account on their website, yet they asked me for even more, especially relating to my bank accounts, which I sent in. After a couple weeks of insistence and nothing happening, they asked me approximately every fifth day for the same document I had already sent - basically a nightmare - until I lost all my winnings of about 50,000 pesos. At that moment, a day later, they confirmed via the website chat that my account has been fully verified.
After my aggravation, I decided to give them another chance and made another deposit. Now, I've won about 50,000 pesos and guess what. Apparently, they need more documentation, out of the blue. Despite my account being doubly verified, they now need more info. When I tried to make a withdrawal the day after this, I received a text message informing me that they were unable to process my withdrawal and suggested that I try again or speak with customer service. As you can imagine, customer service informed me that without the additional info, they couldn't process my withdrawals. I've sent them a ton of information to the point of providing them with Banxico proof of all my transfers, but they always come up with different excuses.
This betting house is endorsed by SEGOB and shares its license with sites like BETVIP, PICKWIN, etc and I have accounts with these houses and never experienced these issues. They all operate under Producciones Moviles SA de CV, but these guys are extremely sly to put it politely.
I kindly request your help so that they allow me to withdraw my winnings or otherwise expose them for the fraudulent casino that they are.
Thank you
Dear Eloy3636,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betmaster Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Do I understand correctly that verifying your deposits seems to be the only obstacle in completing account verification in the casino?
- What additional information has the casino asked for and what sort of documents have you provided?
- Has the casino indicated any fault, or have they rejected any documents you submitted?
- If there is any recent relevant correspondence between you and the casino, please forward it to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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.
Thanks for your quick response
At first they asked me, like in any casino, to verify my account, which was very easy, upload ID, some photos and proof of address, which is normal... And they verified me without a problem and I withdrew very quickly in a matter of hours... It seemed like a good option. option... but then came everything I'm going through
It turns out that I started winning with casino games and strangely they blocked my withdrawal button... I asked why and they said because now they needed to do a manual verification (as is) I sent them bank statements and they told me that The manual verification process could take up to 5 days... After 5 days they told me by email and chat that they had not received it so I could resend it... I did it and another 5 days passed... And then again They needed another month's account statement... And another 5 days...
Later I played and lost everything... And that next day, as if it were magic, they told me that it was already verified, now yes... (how strange, isn't it)...
But it doesn't end there... A few days passed and I decided to give it one more chance... I made a deposit and saw that the withdrawal button was already active... I won some casino games and bet more than the amount I deposited, understanding that you need to play your deposit to be able to withdraw
And to my surprise, everything is fine for me that my withdrawal was authorized and the next day I receive a text message saying that they have not been able to process my withdrawal that I should try again or contact customer service... which I did. .. And they tell me that I now have to send account statements of all the accounts that I have used... There have been 3.... But I made those deposits a few days ago... I sent them one by one the receipts from Banxico captures of them one by one showing ownership of my account and deposits to them and they tell me no... First, the deposits to their account do not appear, which is false, they appear clearly there and after I clarify this, they tell me now we need statements account yes or yes... But I made those deposits from my debit account a few days ago... so I still don't have the status of how much... Until January... That's as far as I'm going but it's worth clarifying that I am I have been a customer of online casinos for many years and I have never had this type of experience in any... I have and had accounts in practically all the online casinos in Mexico at least... I know that the verification process is necessary and that has to be done but this goes much further... It is evident to me that they do not want to process the withdrawals... And they are going to make you desperate and as I have read here that happens and the clients end up losing everything... I don't know if you think it's good, I sent you the correspondence I have with them... You tell me and I'll be happy to send it to you.
I understand your frustration.
Casinos have the right to verify all the payment methods used for deposits. I believe when you submit a bank statement from December once it's available to you, you'll be able to complete verification successfully. Please let me know when you'll be able to do so.
After you submit all the necessary documents and if there are any other obstacles from the casino, please forward the correspondence from the casino to my email detailing the problem and we'll try to assist you further.
Dear Eloy3636,
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.
Good day
Well, finally they processed my withdrawals and my account is 100% validated.... It was quite complicated and frustrating but well in the end if they comply and process the withdrawals I must also say very quickly
This year it seems that they updated their system and everything works better... I am a player who has practically played in the majority of online casinos in my area and the truth is that after this bitter pill I must say that due to games, payment process and retreats are some of the best I have come across.... thank you for your support and greetings
It couldn't be that good...
Well it turns out that after everything had gone well and they had made withdrawals they were a problem, it turns out that I made a normal deposit via spei from my debit account (the one I always use with betmaster) and after winning money, I request my withdrawal normally and again with the same thing as before, they don't process them, 2 days pass and I get a text message saying that they couldn't process it to try again or contact customer service, which I have done and nothing... I have 1 week like this and the only thing the chat and email people say (like robots) is that they are checking with the specialists and they let me know.... same answer every day for approximately 1 week.... so my conclusion without There is no doubt that they do not like to pay, and they play with your mind so that you lose what you have won... I have no doubt that if I lose they will tell me that everything is fine and that I can withdraw my money... terrible experience already A serious casino never gives you this type of problems, I highly recommend Winner or Novibet without a doubt... very bad taste in your mouth at the end of it all
Team Casino Guru...is this legal? That they withhold your withdrawal without justification?
Thank you very much, Eloy3636, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.
Hello Eloy3636,
I'm Michal, and I have taken over your complaint. After reviewing your case, I'm not sure if any assistance from our side is still needed. Can you please confirm if you have received all your withdrawals or if there are still some unexpected delays?
Dear Eloy3636,
While it appears that the matter has been addressed, we have not received additional confirmation or any further requests for assistance from you. Regrettably, we are compelled to close this complaint as rejected.
Should you encounter any challenges with this or any other casino in the future, please feel free to reach out, and we will do our utmost to assist.
Best regards,
Michal
Casino Guru
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