Betmaster Casino MX - Player’s withdrawal has been delayed despite verification.

Hello, it's been more than a month now that I've been having a problem with this casino. They won't let me withdraw my money or play any games on the platform. I've been contacting technical support because they keep asking me to verify my account, which was supposedly already verified. They keep asking for more and more documents, which I have already sent several times. At this point, it feels more like an excuse to prevent me from withdrawing my money.

Dear ydfernandoy,

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 make sure I understand your situation completely.

Could you please specify which documents you have already provided for verification to the casino? Kindly state the exact date you submitted each of the documents.

Have any of your documents been approved? Which documents have not been accepted by the casino so far?

Have you accumulated your winnings with or without an active bonus?

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

The documents requested were a photo of me next to my official identification and the betmaster chat, an account statement for my Nu card for the month of April and a photo of my official identification on both sides on May 10

Then I sent a screenshot in which they asked me to confirm that I was the owner of another card that I use (BBVA) on May 10

On May 11, I was asked for an account statement from my two bank accounts (BBVA and Nu) for the month of April, which I sent

That same day, May 11, they asked me for a contract for my two cards (BBVA and Nu) to verify that I am the owner, which I sent

They asked me for another document confirming that I am the owner of the account with BBVA ending 8104, they did not accept a screenshot, but since it is a digital card, it does not generate any statement that could be used to verify what they asked for, so I sent a screen recording in which you see my name and my details match my card and my identity.

may 13th

I was asked for an account statement for the month of May from BBVA which I sent

May 14, I was now asked for an account statement for my NU card and I sent the one for the month of March

May 16, I was asked for several NU card account statements, from the month of March to the month of May

We skipped until June 10 since it was impossible for me to get a bank statement for May, since they gave it to me until June 10

That same day I sent them the May bank statement that they requested.

From here on, they stopped responding to my email and I had to constantly ask in the technical support chat to get an answer.

I was asked to verify a transaction of a withdrawal that I made from my savings account for 5 thousand pesos, they requested an account statement from my savings account, but that information was previously attached to the account statements that I had already sent, for which seemed a little strange to me that they asked for it, so I sent the account statements for April and May, which reflect what day I deposited the money into my savings account and what day I withdrew it.

That was June 17

Then on June 20, they asked me again for the account statements of my two bank accounts, which I reiterate, I had already sent previously, so I sent the account statements from Nu and BBVA for March, April and May respectively to both accounts and what previously took a day to respond, now takes a whole week

Answering the second question, the only thing that the casino did not validate as a document was a screenshot of my card with an 8104 ending that I later verified my ownership with a video

Answering the third question

If I have accumulated my winnings with a bonus

And one more thing, I think it was specified wrong in the section in which I made my complaint, but the amount I want to withdraw from the casino is not $12,283, but $12,283.00

Update:

They took more than half of the money I had at the beginning, it was 12 thousand pesos and they are leaving me with only 5 thousand. I think that if they deducted their bonus, it would be fair that they would leave me with the initial amount of my money. before making deposits to use the bonus

Update: They are literally scamming me, first they tell me that all my transactions made with the active bonus were cancelled, but coincidentally the transactions in which I lost 4 thousand pesos, those are valid, only the ones in which I won money were cancelled.

And now that I want to withdraw the 5 thousand pesos that they left in my account, they tell me that I have to bet them in order to withdraw them, in short they want me to lose everything inside the casino, for always wanting to deny me my money and no matter how much I talk to customer service, they only give me excuses for everything

They asked me to place bets based on my last deposit which seems absurd to me because they took that money from me but they are still asking me to bet it, so I had no choice but to bet my 5 thousand pesos and clearly I lost them all, So, I don't know how but I need them to return those 7 thousand pesos of the deposit that they made me bet, for which I lost my last 5 thousand pesos, because they are abusing manipulating their terms and conditions at their convenience, if the transactions are supposed to be They were annulled. Why not annul the only thing that works in their favor?

Could you please send me the emails between you and the casino customer support regarding the forfeiture of some of your balance? My email address is veronika.l@casino.guru.

Could you please explain in more detail why the casino deducted 7000 pesos from your account? Was it caused by the fact that you accumulated your winnings with a bonus? Please send me the exact link or the screenshot of the bonus you played with.

Do I understand correctly that currently, you do not have any balance in your account?

The casino withdrew the amount of 7 thousand pesos for the use of a bonus on the platform in which they give you an extra percentage of what you deposit

https://betmaster.com.mx/es-mx/offers right there at the bottom of the page they talk about these bonuses, I don't know exactly how much the percentage they gave at that time per deposit was, but I won approximately 7 thousand pesos using said bonus, and likewise I lost 4 thousand pesos, which seems illogical to me that they invalidate the transactions in which I win but in which I win and in the same way I do not understand why they ask me to bet 12 thousand pesos of the bonus money with the one that no longer counted to play because they took it away from my account and IF in fact I no longer have an available balance in my account, because I wanted to comply with the quota that they requested of me to bet 12 thousand pesos to be able to withdraw the little money that I they left, I currently only have $1.55 pesos in my account

I immediately sent him the screenshots of the customer service on the platform, because when I sent a message to the email to present my complaint about the withdrawal of 7 thousand pesos to my account, they never answered me

Thank you for your email.

Do I understand correctly that your balance of 7000 pesos was voided because you made bets which were considered low-risk by the casino? Or does the low-risk betting relate to your real money funds?

Were you unable to finish wagering requirements of the bonus on time?

Both things, the 7 thousand pesos obtained were canceled for low-risk bets and likewise I lost 4 thousand pesos in those low-risk bets, so only the transactions in which I won those 7 thousand were canceled, but not in those in which I lost 4 thousand

What happened was that I had a fund of 5 thousand pesos when everything was deducted from me.

And then tell me that I was withdrawn because I didn't meet the bonus requirements on time, when they were the ones who didn't let me play for a month or withdraw my money.

First they told me that it was taken away for low-risk bets and then because I did not fulfill the bonus in time so as not to return the money and justify why that transaction of the 4 thousand pesos that I lost was not canceled.

After that they asked me to bet the 12 thousand pesos that they had taken from me with the remaining 5 thousand pesos to be able to withdraw my money, which seems absurd to me because I was no longer using any bonus with those funds that were supposed to be from my balance entered and clearly lost the 5 thousand pesos when I no longer wanted to bet...

The only thing I ask is that if it is assumed that the transactions were canceled, at least they return my money as it was in the beginning with an amount of 9 thousand pesos that they made me lose through deception, because fair bets were not made.

Thank you very much, ydfernandoy, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much, I'm still on the lookout

Hello, ydfernandoy,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Betmaster Casino team,

Could you please explain the player's situation and all important events chronologically, in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello,

Please be advised that fraudulent activity was detected involving abuse of the casino.

We have sent a detailed explanation and supporting evidence to your email address at branislav.b@casino.guru.

Kindly review the information at your earliest convenience.

Thank you.

Dear ydfernandoy,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - bonus abuse and possibly a breach of AML rules.

The deducted amount does not represent your bets/transactions but rather the total amount of the bonuses you received illegitimately by practising prohibited tactics (free money given by the casino on top of your real money), which gave you an (unfair) advantage - increasing your balance by repeating this process several/many times without risk of losing any of the deposited funds. Your intention was obviously not to play at the casino.

The casino acted in accordance with its terms and conditions.

As for the funds that the casino left in your casino account balance - players usually deposit in online casinos to play and enjoy games, entertainment, to have fun, while they take a risk of losing their money but also have a chance to win. However, regardless of your abusive tactic, it is an industry-standard that each deposit has to be wagered in accordance with the rules valid in particular casinos. You accepted these rules with the casino's Terms and Conditions upon registration. Therefore, if you do not want to play there as a regular player, I strongly recommend you contact the casino's Customer Support and ask them for more details regarding the mandatory wagering, what games or types of games they are able to accept to fulfil the wagering requirements and the ability to withdraw the remaining balance.

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.

Thank you very much, Betmaster Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru