The player from Mexico experienced delays in the withdrawal process and had an issue with money being presented as bonuses instead of winnings. We informed him about the typical processing times and advised patience while waiting for the KYC verification and withdrawal approval. The player confirmed the issue was resolved, and the complaint was closed as 'resolved'.
Betmaster Casino MX - Player's withdrawal is delayed and winnings represented as bonuses.
Amount: Mex$1,200
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
I'VE BEEN WAITING FOR MORE THAN A DAY FOR MY WITHDRAWAL TO BE PAID, AND THEY'VE BEEN DELAYING. IN ADDITION, ON SEVERAL OCCASIONS MY ACCUMULATED MONEY WAS NOT RESPECTED AND WAS PRESENTED AS BONUSES INSTEAD OF WHAT I HAD EARNED
Automatic translation:
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5 months ago
Dear excess,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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5 months ago
Translation
Ok, I'll wait just for your advice, thank you very much!
Automatic translation:
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5 months ago
Translation
It's already solved, thank you very much
Automatic translation:
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5 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, excess, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
