Betmaster Casino MX - Player’s account has been closed.

About six months ago, I deposited 150 pesos into my Betmaster account. My account is verified. When I tried to play my money, it wouldn't let me. When I contacted support, they asked for verification documents, which I sent about five times. They also asked for information about some virtual cards that I no longer have and never used to deposit with Betmaster. It took almost a year to activate my account so I could play. Once my account was active, I played my money and won a little, about $500. When I tried to withdraw, my withdrawal never arrived. When I contacted support, they made me send all the documentation I had already sent again, and on top of that, they insisted on providing information about cards I didn't use for the deposit. I used my bank's SPEI transfer. I sent them the CEP (bank statement) and bank statement, and they told me to wait four days. Five days passed, and nothing happened. I contacted support again, and they asked for information about those virtual cards I never used to deposit. In the end, they blocked my account. According to the multiple accounts alert, I never had multiple accounts. I live with family members, some of whom play casino games, and we use the same Wi-Fi. Maybe that's what triggered the multiple accounts alert. I just want my money back. I don't care if I don't get my winnings; I just want my deposit back.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re experiencing. Please allow me to ask you a few questions so that I can better understand the situation.

• Could you please confirm whether the virtual cards the casino wants to verify belong solely to you, or whether any of them belong to a family member who also has an account at this casino?
• Did you use these virtual cards to make deposits into the casino?
• When was the last time you submitted any identity documents to the casino for verification?
• How did you create the virtual cards mentioned by the casino? Are they all linked to the same bank account, or to different accounts?
• What was the real-money balance in your casino account when it was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Two of the cards belong to me. The other three were virtual cards I bought in the United States. They're the kind of cards you can reload once, but I never deposited with them. They're asking for information I can't provide since I'm not in the United States. Those cards didn't even have a name on them; they just said "preferred customer." Maybe I linked them and added them, but I didn't deposit with them. The only income I received was through a transfer from my BBVA bank. The last time I sent documents was three days ago. My actual balance was $502, and the deposit was $150. I played, and my balance stayed at $502. I sent my withdrawal request, and it was being processed when they blocked me.

Do you have any receipts or official confirmations that could prove you purchased these virtual cards?

Could you also please clarify why you added these cards to your casino account if you never used them to make a deposit?

I don't think I can find any receipts. It was a few years ago when I had them, and I wanted to deposit with Ella's, but since they were virtual prepaid cards in dollars instead of pesos, it wasn't possible. The deposits were recorded, but not a single cent was processed. The only deposit I made was with my BBVA account. It's the first and only time I've ever deposited into my account. I have the deposit slips and bank statement. It's the only deposit that was made and processed, and they don't want to return it. I told them to return the deposit and keep the profits I earned, but they don't want to pay me a single cent.

Dear redefinedluck7

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, Martin (martin.l@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,

Veronika

Hello redefinedluck7,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Betmaster Casino MX representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? What are the specific reasons for the account block and which rules do you believe the player has breached?

Thank you in advance for providing us with your view of the issue. Any sensitive information can be sent to martin.l@casino.guru

Dear redefinedluck7,

The casino has provided technical records indicating that your account was connected to several other Betmaster accounts. Unlike an IP address, these identifiers are more specific and cannot be explained merely by several family members using the same Wi-Fi.

Before reaching a conclusion, I would like to give you an opportunity to clarify:

• Did you create or access any additional Betmaster accounts while your original account was restricted or undergoing verification?
• Were you ever instructed to create another account?

Please answer these questions clearly and provide any supporting communication you may have. Without a concrete explanation supported by evidence, the technical records strongly indicate multiple-account use and may result in the complaint being rejected.

Hi Martin, thank you so much for your help. The truth is, I only had that one account. I have a cell phone device that belonged to someone else, and I logged in a few times to check if it was the device that was malfunctioning. The owner of the device might have had their own account, and they never mentioned anything about other accounts until I told them I was going to start a complaint process to try to get my money back. That's when they blocked the account and said I supposedly had several accounts, but the only account was the one that was already verified. They never mentioned anything about other accounts until I told them about the complaint process.

I did everything they asked and they just kept me waiting without any notification. Then they activated my account so I could play, and I played and didn't win much. It's messed up that they do that and keep your money. Obviously, I already have an account and I didn't need another one with all this verification mess. Why even make another account? I just wanted my money back, and I didn't care if they didn't give me the winnings.

Dear redefinedluck7,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The technical records show that your account shared persistent and undeniable identifiers with multiple other Betmaster accounts. Unlike an IP address or a shared Wi-Fi connection, these identifiers indicate that the accounts were accessed through the same browser-device combination.

I considered your explanation that you accessed your account from a phone that had previously belonged to someone else. While this might explain a connection with one other account, it does not reasonably account for the number and timing of the linked accounts. Several of them were created while your original account was restricted or undergoing verification.

The additional screenshots confirm that the verification process was lengthy. However, they do not show that the casino instructed you to create or access another account.

Creating or using multiple accounts is a serious violation of the Terms and Conditions at most online casinos, as it can provide unfair advantages and facilitate the repeated use of bonuses or promotions intended for one account per player. Casinos are therefore entitled to enforce their rules when sufficiently conclusive technical evidence establishes such account connections.

For future reference, I strongly recommend using only one account at each casino and avoiding devices on which other people may have accessed the same casino. I understand that this is not the outcome you were hoping for, but the evidence provided is sufficiently conclusive for us to support the casino’s decision.

Thank you for your understanding, and I am sorry I could not provide a more favourable resolution in this instance. If you encounter another issue with this or any other casino in the future, please do

not hesitate to contact our Complaint Resolution Center.

Best regards,

Martin