Betmaster Casino MX - Player believes that their withdrawal has been delayed.

I've been trying to withdraw my money from the casino but it won't let me. I had previously verified my account and made withdrawals before, and now it won't let me because I've been winning.

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Dear Yosh,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

P But the casino is asking me to send a series of documents that I had previously sent. I try to withdraw and the money is returned to the Betmaster account.

Maybe I raised my topic wrong.

Hello, good day! I registered at Betmster Casino and won a certain amount, and they asked me to verify my account in order to withdraw the money. I did so and was able to withdraw, but recently they stopped letting me withdraw because they saw I was winning. Now they're asking me for a bunch of documents, the same ones I sent for verification at the beginning, which I find strange. I also used to send messages to support and they always told me the same thing, that they didn't know anything. Now they come out saying I should send all that documentation, my INE, photo cards, and account statements. Showing the QR codes of my account statements.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Yosh,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

Dear Yosh, could you please share your communication with the casino regarding the additional verification requirements? Send emails or chat transcripts to my email at attila.g@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.

H Hello, good morning! I've sent you the emails; here are some screenshots. The money I withdrew has already been returned to my Betmaster account, but the withdrawal hasn't been processed yet. It's worth noting that I don't have any bonuses; it's all money I've deposited myself. Unfortunately, I made the mistake of doing it from multiple accounts instead of just one. I'm not sure if I should continue sending documents.

More kept arriving today.

Dear Yosh, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made deposits through multiple payment methods?
• Have you created multiple accounts in this casino?
• Have you submitted the documents requested by the casino?
• If so, could you please share your communication with the casino regarding the newly uploaded documents?

Thank you very much in advance for your reply.

Have you made deposits using multiple payment methods? Yes, from my other personal accounts.

Have you created multiple accounts at this casino? No, I only have my own account.

Have you submitted the documents requested by the casino?

I sent my documents for verification and everything went well, I sent them and it was verified, but now they're asking for more documentation, bank statements, and photos of me holding cards and ID cards.

In that case, could you share your communication with the casino regarding the newly uploaded documents?

Dear Yosh, thank you very much for your response. Could you please confirm whether you have uploaded all of the documents requested by the casino? Additionally, have you received any response from the casino, confirming their validity? If so, could you please share your communication with the casino?

Thank you in advance for your patience and cooperation.

Hello, yes I have sent the documentation, but some account statements require a password. I don't know if I should give it. I also have other digital accounts that only show transactions, not statements.

Every day they ask me for more documentation.

Dear Yosh,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila Gorkij

Hello Yosh,

I am sorry to hear about your troubles. I am Barbora and I will be taking care of your complaint from now on.

I would also like to invite the Betmaster Casino MX representative to enter the discussion. Dear casino representative, could you please check the case and explain to us what happened? What is the issue with the documents Yosh provided? Alternatively, can you give us some guidance on how to proceed?

Hello, thank you so much! I should mention that I decided to renew my INE (National Electoral Institute) ID card because of my change of appearance and because it was about to expire. I resubmitted the documentation to avoid any problems, or perhaps that was the reason. I hope this can all be clarified as best as possible. I am fully prepared to cooperate and want to be able to use my account and access my money without any issues. Best regards.

Dear player,

I have contacted the casino representative outside of the complaint thread with the hope that they will respond here as soon as possible. I will extend the timer by an additional seven days for the last time.

Best regards,

Barbora

Dear Player,

I have just sent you an email with all the details regarding the documents required by the casino. Please check your inbox, and let me know if you need any clarification.

Hello, good day! Okay, I'll send the documentation again, but they always tell me it's incorrect. I hope to get a satisfactory response this time.

Dear Yosh,

Thank you for your update and for your continued cooperation. I understand this process can be frustrating, but please go ahead and resend the requested documentation as discussed.

If the casino rejects any document again or provides an unclear explanation, please let me know immediately here in the thread. I will be happy to assist you further and clarify the next steps so we can move your case toward a resolution.

Thank you once again for your patience.

Hello, good day! I've resubmitted the documents. I'm waiting for a response. Thank you for your help.

Hello Yosh,

Thank you for the update. I appreciate it. Please keep me informed once you receive a response.

Hi, today I received this answer.

Thank you for the update, Yosh. It’s good to know that all documents have been received and forwarded to the responsible department. I will be waiting for further updates.

Hi, I still haven't received a response.

Hello Yosh,

A one-week waiting time for verification is not unusual. Some casinos take several days or even longer, especially if they are reviewing multiple documents or if the case requires additional checks.

However, since you have already been waiting and have not received any update, please let me know if there has been no response at all. If that’s the case, I will contact the casino again by email to request an update on your verification status.

Thank you for your patience.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Yosh,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora