The player from Mexico attempted to withdraw her winnings but faced continuous requests for additional verification documents. Even though she complied, the casino accused her of violating terms and conditions by creating multiple accounts. After reviewing all the gathered information and details, we concluded there are reasonable grounds to believe we are talking about multiple accounts used by 1 person or collusion for the purpose of bypassing the casino's restrictions and betting limitations imposed by the casino on the linked casino account that was registered earlier in 2022 and used for abusive play, using the same common patterns to accumulate winnings. In addition, to a considerable extent, the accusations for both accounts relate to sports betting and breaching its rules and restrictions, which is a sphere we do not have enough insight to take on since we deal with complaints about online casinos only. Therefore, the complaint was closed as unjustified. The casino acted correctly and in accordance with its terms and conditions, and we accept its decision.
Betmaster Casino MX - Player's withdrawal and account are being unfairly blocked.
Amount: Mex$410,744
Betmaster Casino MX
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Hello, my name is Gabriela and I would like to lodge a complaint against the website www.betmaster.com.mx. On June 6th, I made a deposit WITHOUT A BONUS, WITHOUT PROMOTIONS, from my own bank account for $100,000. After a few days, I reached the amount of $410,744.7. When I attempted to withdraw, they asked for additional documentation. Every day it was a different document, I provided them with everything; bank statement, proof of transaction for the $100,000, verification of the origin of those funds, etc. This is not to mention that my account had already previously been verified, and withdrawals had BEEN MADE before. Days after providing the last document, the casino told me I violated the terms and conditions, by creating a second account or third party manipulation, WHICH IS NOT TRUE. I asked for information on this second account, or this third person, THEY NEVER GAVE ME IT. As of today, July 24th, nearly 50 days after my deposit, they are denying me customer service, not responding to my emails, the complaints department is also not replying to my emails, and on top of everything, they are stealing even my deposit of $100,000 pesos. It truly is disgusting, they think just because I am a woman, I can't win or play in the casino. I have all the evidence and anomalies that this casino has directed towards me.
Dear Gabygg,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? When exactly did you create this casino account?
Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting?
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,
Kristina
There is a 0% chance that someone has created an account in my name, no one has access to my phone number, email and much less my documents, there is also a 0% chance that another account has been created with the same IP address since the account was created in my house, where I am the only one who bets here and where no one has access to the network without my authorization.
The funds that I played were from playing totally legal live casino (blackjack, deal or no deal, poker) and some sports bets. I had previously played and received money in this bookmaker and there was never a problem.
By the way, Roa account was created since March 2023 where from that day to June it was possible to play without complications, it is when I try to withdraw the largest profits historically in my account that they block it with that PRETEXT.
Thank you very much for your reply, Gabygg. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
That's it, I already sent you all the story time of my situation, if you need anything else I'm on the lookout, thank you casino guru for putting time into my complaint and hopefully it can be verified and let users and future users know that this casino is a
total SCAM!
Kristina I sent you all the documentation, photos, and stories to your email a few days ago, could you review it?
Thank you very much, Gabygg, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
Thank you very much for taking the time to read my messages, have a great day, and FALL THE BETMASTER TRAP!!!
Hello, Gabygg,
I am sorry to hear about your unpleasant experience, and I apologize for the delayed reply. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betmaster Casino (MX)'s representative to join this conversation and participate in the resolution of this complaint.
Dear Betmaster Casino team,
Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and access her disputed winnings?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
We are still waiting for your testimony and the information that I have requested so much, where is my money? The information from that second account? When, how, where was it created? How was it verified? Why am I being denied customer service? Why am I being denied access to my funds? Why did they take even my deposit of $100,000 pesos? Because you violate your own terms and conditions?
Show your face I will not stop until I report your scam with all your affiliates, in all possible blogs and in all social networks, CASINO SCAM!!!
Dear Gabygg,
Just letting you know that we have just recently set up a new casino representative account for Betmaster Casino (MX), so they should now be able to reply directly in this thread. Unfortunately, there was no relevant account assigned to this casino until now.
Therefore, I am resetting the timer to the original value.
Thank you for your patience and understanding, and I am sorry for the inconvenience caused.
Now, let's wait for the casino's response.
Thank you for being attentive branislav, let's give betmaster casino mx time to finally obtain that information that has been sought for 2 months.
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.
Answer betmaster mexico, in the other complaint threads they answer immediately, show your face, I have been wanting to know WHERE IS MY MONEY for almost 3 months?, you are stealing, you are scamming, you are a page without values or respect for the users who place trust and money on you, GIVE THE FACE BETMASTER !!!
It's a shame, this website is disgusting, more than 20 thousand dollars, they don't show their face, they don't give an account of the money, they violate the rights I have as a user, they deny me customer service, if you read this DO NOT DEPOSIT ON THIS PAGE IT'S A TOTAL SCAM!!!
Dear Gabygg,
I was recently in contact with the casino representative outside of the thread and was provided with the supporting evidence.
After gathering and reviewing all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions in several ways - There are reasonable grounds to believe we are talking about multiple accounts used by 1 person or collusion for the purpose of bypassing the casino's restrictions and betting limitations imposed by the casino on the linked casino account that was registered earlier in 2022 and used for abusive play, using the same common patterns to accumulate winnings. In addition, to a considerable extent, the accusations for both accounts relate to sports betting and breaching its rules and restrictions, which is a sphere we do not have enough insight to take on since we deal with complaints about online casinos only. However, we were provided with enough data to say that both accounts were operated by 1 person, so at least one of them was used with someone else's identity and/or funds, which is strictly prohibited.
It is necessary to pass the KYC to withdraw anything from a casino account, and all players are obliged to accept the casino's terms and conditions upon registration. These state the players have to use only their own valid personal details, payment methods, as well as the funds used for deposits. Those are industry-standard rules in all online casinos. Based on the data received, showing so many connections between the accounts, it would be likely impossible to prove that the accounts in question were used by 2 different people, or it would be impossible to complete the KYC on the disputed account. The casino acted correctly and in accordance with its terms and conditions, and we accept its decision.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Although only outside of the thread, thank you very much, Betmaster Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
