The player from Mexico faced a delay of over 16 hours in receiving a withdrawal, with the casino stating that the transaction was under investigation. The player confirmed being verified and having previously withdrawn smaller amounts without issue. The complaint was resolved after the casino processed the withdrawal and provided a bonus of 200 pesos for the inconvenience.
Betmaster Casino MX - Player's withdrawal is delayed.
Amount: Mex$2,554
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
2 weeks ago
Public
Public
3 weeks ago
Translation
I've been waiting for more than 16 hours to receive my money, and they keep telling me that it's being investigated, but it's taking way too long.
Automatic translation:
Public
Public
3 weeks 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,
Tomas
Public
Public
3 weeks ago
Translation
Well, yes, I am verified, I have already withdrawn other smaller amounts again without any problem, but I still haven't received that money and within betmaster it already appears as credited, the support only tells me that they are already investigating that but that it is not their responsibility because another section is in charge of withdrawals and not the support itself.
Automatic translation:
Public
Public
3 weeks ago
Could you please share the evidence in the form of a screenshot you are referring to?
dentro de betmaster ya sale como acreditado
Public
Public
2 weeks ago
Translation
They already solved it for me, thank you very much
Automatic translation:
Public
Public
2 weeks ago
Translation
IN FACT THEY GIVEN ME A 200 PESOS BONUS FOR THE INCONVENIENCE!! I LOVE BETMASTER
Automatic translation:
Public
Public
2 weeks ago
Dear excess,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
