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