The player from Mexico faced difficulties withdrawing his funds from Betmaster casino after his account was blocked due to allegations of 'multi-accounting,' which he disputed. Despite having made legitimate deposits totaling $19,000 Mexican pesos and having all documents in order, he was denied access to his winnings and refunds of his deposits. The Complaints Team was unable to proceed with the investigation or provide solutions due to the player's lack of response to inquiries and reminders, resulting in the closure of the complaint.
Betmaster Casino MX - Player's account has been closed without valid reason.
Closed
Our verdict
Player stopped responding
Amount: Mex$19,000
Betmaster Casino MX
Safety Index:Very highCase summary
Discussion
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4 months ago
Translation
Dear Casino Guru Team,
I am writing to you to request your help and guidance regarding a situation I have encountered with the Betmaster Mexico casino.
Between September 19 and 30, 2025, I made approximately five deposits to my Betmaster account, totaling $19,000 Mexican pesos. The payments were made via SPEI transfers from my personal bank account at Banamex, and one of them was possibly made via credit card. All payments were processed correctly and reflected in my casino account.
I played legitimately and did, in fact, make a profit. I'm not claiming any promotional bonuses or abusing promotions; I simply want to recover the funds I deposited (and, to be fair, my legitimate winnings as well). However, days later, the casino blocked my account, claiming I was "multi-accounting." I consider this accusation unfounded, as all my documents are in order, deposits were made from my personal bank accounts, and my identity was verified. I have not operated multiple accounts or committed any actions that would warrant such a penalty.
I've tried to resolve this directly with their support, but the response has been negative: not only have they denied me my winnings, but they've also denied me the full return of my personal deposits, which I find unacceptable and unfair.
I hereby request your support for:
Evaluate my case as a formal complaint to Casino Guru.
Please advise me on whether Betmaster has engaged in any abusive practices.
Intercede so that the casino reimburses me at least my original deposits, which were not used for fraud or violated its terms.
Review whether this conduct affects your rating or reputation as an international operator.
I have all the payment receipts, screenshots of my account, and the email from the casino notifying me of the block and the denial of the refund. If you need it, I can attach all the necessary evidence.
I deeply appreciate your attention and the service you provide to players affected by situations like this.
Automatic translation:
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4 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
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.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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4 months ago
Dear rocampo12,
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.
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4 months ago
TranslationHello, good afternoon:
Sorry for answering until now, I'll answer your questions directly:
Is there a chance that someone in your household or using the same IP address has also created an account at this casino?
No, I'm the only person who has created an account and played from my network or home.
Could you tell me which games you focused on: slots, live casino, sports betting, etc.?
Mainly in sports betting and Playtech slots.
Did you pass verification before losing account access?
Yes, I had already passed an identity verification before my account was blocked.
Did you accumulate your winnings with or without an active bonus?
At first, I did participate in the Betmaster welcome bonus, which I completed and withdrew without any problems.
Afterwards, I continued playing without a bonus and was able to withdraw without any issues. For that reason, I continued depositing on the platform, as I trusted its performance.
Later, I received a message informing me that my account was undergoing further verification, which I interpreted as a normal process. I continued playing and making deposits—a total of 14 deposits, totaling approximately $22,000 MXN.
During that time, I won and lost, keeping my balance between $20,000 and $22,000. At no point was there any extraordinary profit, nor did I use any unfair promotions.
I contacted support several times, and they assured me there was no problem. However, after more than a month, they blocked my account and withheld my funds.
I am now attaching the SPEI payment receipts that I managed to obtain from Banxico, which support my deposits.
I am also submitting these documents to the Ministry of the Interior (Games and Lotteries) as part of my formal complaint for unjustified withholding of funds.
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4 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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4 months ago
Dear rocampo12,
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.
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3 months ago
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,
Kristina
Casino.Guru
