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

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Dear Ruizart,

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

Dear Ruizart,

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.

They still haven't let me withdraw. First, they asked for access to accounts I no longer have access to. Then they even asked for Oxxo Pay receipts, which is a convenience store here in Mexico where Betmaster gives you the option to deposit, but I don't have them; they're old receipts. I read in the terms and conditions that I can withdraw my winnings to a personal account I have registered with Betmaster. I told them I wanted to withdraw them there, but they're ignoring me. They just keep repeating the same thing: they want bank statements, which are impossible for me to obtain. Basically, it's a no. They haven't resolved anything. I've provided everything I can, but it seems they're not going to give me anything. I've read a lot of things, and people are posting in social media groups that they're giving others the same runaround. Some people simply haven't had their issues resolved and have stopped responding. What can I do? It's been more than two weeks.

Dear Ruizart, 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 any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Have you made any successful withdrawals before? Yes, I was able to withdraw without any problems before.

Could you confirm that you have passed the KYC verification? Yes

Did you accumulate your earnings with or without an active bonus? Without bonus

Did you play casino games or bet on sports? Casino games

Could you share your communication with the casino regarding the delayed withdrawal?

Dear Ruizart,

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, Kubo, (jakub.m@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,

Karla Mayfly

Dear Ruizart,

It’s a pleasure to e-meet you. My name is Kubo, 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,

Kubo

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.

Dear Ruizart,

I have repeatedly tried to contact Betmaster Casino, but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo

Dear Ruizart,

We’ve reopened this complaint at the request of Betmaster Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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,

Kubo

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.

Dear Betmaster Casino,

Although you requested that the complaint be reopened through your Casino Guru representative account, you have not logged in since submitting the request or responded to the notifications sent to your registered email address.

Consequently, the complaint will once again be closed as unresolved. If you genuinely wish to assist in resolving this matter, please send the requested information directly to me at jakub.m@casino.guru.

Thank you.

Dear Ruizart,

Betmaster Casino has now provided additional information regarding your complaint. According to the casino, your account currently has no available funds, and several different SPEI wallets were used to make deposits.

The casino states that it requested additional documentation to verify these transactions and confirm that the payment methods were used with the authorization of their respective owners. They also claim that you provided a bank statement and KYC documents belonging to another person, while documentation concerning other wallets is still missing. Your withdrawal therefore remains suspended until the verification is completed.

Could you please clarify the following:

1. Which SPEI wallets were used for deposits to your Betmaster account?
2. Why were you unable to provide the additional documentation requested by the casino?
3. Can you provide any evidence showing your connection to the wallets and confirming the source of the deposited funds?

Please also explain whether the casino’s description is accurate and identify any specific statement you believe is incorrect.

Best regards,

Kubo

Dear Ruizart,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru