Betmaster Casino MX - Player claims that payment has been delayed.

The first withdrawals I made with this casino went very well.

They asked me to verify and then they deposited around 3800 into my account.

But the day came when I won a good prize and wanted to withdraw it. At first it took a long time, and I wrote to them and they told me that the analysts were reviewing my withdrawal for security reasons. Days passed and it was the same answer until today when magically my withdrawals had been canceled and returned to my balance.

And the responses from their supposed customer service are the same.

I'm very alarmed because I've read in many places that this casino operates this way. From illegal practices, like not depositing funds when you start winning, to paperwork restrictions, to taking away winnings and closing accounts. I would like your help to withdraw my money.

thank you

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Dear DGutierrez99,

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

Thank you very much, they wrote to me requesting additional documents, I am about to send them, and I will be in contact with you if I continue to have the problem.

thank you

Dear DGutierrez99,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, it's been more than 14 days since this problem started. I sent the casino the KYC documents they requested, and more than the 5 business days they mentioned have passed.

I've sent them emails, and all I've received from them are excuses. No response or solution. I hope you can help me.

I've attached some of their responses. And their responses are repetitive, offering no solutions.

And I've been playing with the money I have in that casino and my balance has increased to $48,000 pesos out of the $15,000 I had.

Dear DGutierrez99, thank you for your response.

Do you have any updates for us in regards to the verification?

Additionally, could you please confirm how much do you currently need to withdraw in total?

Thank you in advance for your reply.

Good day, the withdrawal you requested is currently $48,867.00 Mexican pesos.

Today they emailed me asking for more time. They also sent me a link to their contract. I'm attaching it for you.

I have also attached my current balance in my Betmaster account.

I look forward to your advice and guidance, thank you very much.

Dear DGutierrez99,

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, Hadi (hadi.a@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 G.

Dear DGutierrez99,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Betmaster Casino MX to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Betmaster Casino MX,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Hello, yes, I've attached screenshots of emails from Betmaster, where they've only slowed down the withdrawal process, giving me the runaround, telling me that's how their process is and that I can only wait.

I am updating the withdrawal balance, which is now $19,932.00

Thank you, I await your kind reply.

I have attached evidence.

Case update.

I received an email from Betmaster telling me that my account was successfully verified today at 3:20pm.

I request my express withdrawal with a 5% commission.

I sent an email just to confirm that everything was correct. And then they come back with their additional verification templates.

I don't understand if there's no internal communication.

thank you

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for your request.

We have checked the information provided and can confirm that the verification was successfully completed almost one week ago, and the customer has successfully withdrawn their winnings.

We do not see any available balance on the account.

Could you please elaborate on the issue or let us know if there are any additional questions?

Thank you for your cooperation.

Kind regards,

Hello Betmaster Casino MX,

Thank you for taking the time to respond and provide clarification.

Dear DGutierrez99,

I would like to confirm with you whether the situation is as described by the casino.

Best regards,

Hadi

Hello, thank you for your time, Betmaster has released my funds after several weeks.

Thank you.

greetings

Diego

Dear DGutierrez99,

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,

Hadi Arkana

Casino.Guru