The player from Mexico encountered problems withdrawing funds from Betmaster online casino due to the separation of user wallets based on deposit methods. He successfully verified his account and contacted support for a transfer of funds from his Visa Wallet to his Spei Wallet, but faced delays in processing this request. Despite providing proof of deposits, he was unable to make his withdrawal after 10 days, exceeding the casino's stated 5 business day timeframe. The issue was resolved after the player confirmed that his balance was successfully withdrawn from his account after three weeks, following the casino's verification of both payment methods.
Betmaster Casino MX - Player's withdrawal is delayed.
Amount: Mex$49,000
Betmaster Casino MX
Safety Index:HighSafety Index
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8.8
Betmaster Casino MX has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
On February 7th I tried to make a withdrawal at the Betmaster online casino. I was surprised to find that I couldn't do it because the casino separates users' funds depending on the method used to make the deposit.
In my case, I had only made deposits by credit card, so I couldn't make withdrawals.
I made one more deposit now via Spei to have my bank account registered at the casino.
I played a little longer to comply with the casino's withdrawal restrictions (you have to have wagered 100% of the deposited funds in order to be able to withdraw).
Another important point is that I had already verified my account. In fact, in the account information it already appears verified and with a green check mark.
I tried to withdraw my funds once again. However, as I mentioned at the beginning, the casino separates the user's wallets.
I currently have 600 pesos in my Spei Wallet and 48,400 pesos in my Visa Wallet.
I sent a message to support as indicated by the casino for help; and they very kindly told me that they would make the request to move my funds from the Visa Wallet to the Spei Wallet so that I could make the full withdrawal of my funds.
Three days later, on February 10th, they asked me for proof of the deposits I had made for "the security of my account." I sent said proof on that same day and today, after 7 days and insisting daily, I still cannot withdraw my funds. The response from support is the same: "We are still in the process of reviewing to verify your account."
However, it's been 10 days since I wanted to make my withdrawal and they just won't let me.
I know the verification process can take a while, but their terms and conditions state 5 business days.
I prefer to make the complaint now while I wait to see how the process evolves.
Thank you Casino Guru team for your kind attention.
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1 month ago
Dear AlexMolina97,
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.
Have you made any successful withdrawals before?
Do you have any pending withdrawals in your casino account?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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4 weeks ago
Translation
Good night Dominika
I tell you:
I have not made any withdrawals before.
I have no pending withdrawals.
I have not activated any bonus.
On the other hand, I shared with you the transcript of the chat I had with Betmaster support via email.
I write to them every day but their answers are always the same; they say that their "specialists" are reviewing it but it's been almost 2 weeks and they still won't let me withdraw my money.
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3 weeks ago
Dear AlexMolina97, have you received any updates from the casino?
Did you make deposits using payment methods registered in your name?
Have you verified with the casino that there are no wagering requirements left for your account funds?
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3 weeks ago
Translation
Good morning dear Dominika
It's been 2 weeks now since my initial request to transfer my funds from my Spei Wallet to my Visa Wallet and the casino's response remains the same. "Our specialists are reviewing it"
Of course, all the deposits I have made have been with payment methods in my name.
Likewise, I have wagered the necessary amounts to meet the casino's requirements.
I find it very strange that after 2 weeks they are still reviewing the documents they requested from me.
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2 weeks ago
Thank you very much, Chazzy88, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.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.
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2 weeks ago
Dear AlexMolina97,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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 representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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2 weeks ago
Translation
Dear Martina, good morning
I would like to update the status of my application.
The Betmaster team tells me that my verification has already been carried out correctly, after I sent them a statement of my card account with the movements made to the casino.
Now, we are waiting for the casino to move the funds from my Visa Wallet to my Spei Wallet. The request was sent on February 26th and we are waiting for the process to be completed so that I can now make my withdrawal via Spei.
I will continue to update you on how this situation ends.
Thanks and regards
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2 weeks ago
Dear AlexMolina97,
thank you very much for the update! I very appreciate it! Yes, please keep me updated.
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2 weeks ago
Hello,
We’re sorry for the wait, but we can see that you successfully withdrew all your winnings on February 28th.
As part of our standard security procedure, both payment methods needed to be verified before transferring funds between wallets. This ensures safe and secure payouts for all our users.
We appreciate your cooperation in providing the required documents, and we're glad to see that your withdrawal was completed successfully.
Thank you for your patience and collaboration.
Best regards,
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2 weeks ago
Thank you very much Betmaster Casino for update! Those are some good news!
Dear AlexMolina97, At this point it should only be a matter of time before the payment reaches you. (if it hasn't already)
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment.
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2 weeks ago
Translation
Good morning Casino Guru team.
Indeed, I confirm that after 3 weeks the balance was successfully withdrawn from my account.
Thanks for the follow up.
Greetings!
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2 weeks ago
Dear AlexMolina97,
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,
Martina
Casino.Guru
