The player from Mexico faced a temporary block on his account, during which his withdrawals were canceled and his balance was erased without explanation. Despite the support chat claiming the amount was lost, the player disputed this and did not receive a response to his email to support. The Complaints Team attempted to clarify the situation by requesting additional information from the player, but due to a lack of response, the complaint was rejected.
Betmaster Casino MX - Player’s account is restricted and withdrawals are canceled.
Closed
Our verdict
Player stopped responding
Amount: Mex$210,000
Betmaster Casino MX
Safety Index:Very highCase summary
Discussion
Public
Public
1 year ago
Translation
Good day,
Yesterday, I experienced a temporary block on my account (which has been restored). The withdrawals in transit were canceled and the balance was erased for no apparent reason. The service chat claims that the amount was played and lost. I must clarify that this was not the case at any time.
An email was sent to the support team, which has not been answered.
I am proceeding to post my complaint on this page as I have seen that they assist in resolving similar issues.
I hope you can help me resolve this problem.
Thank you in advance.
Automatic translation:
Public
Public
1 year ago
Dear lalbertoalvarez1,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you canceled the withdrawal requests, or if the casino canceled them?
Please send me a screenshot of your withdrawal history showing the canceled withdrawal requests. Also, kindly send me the gaming history starting from the moment your withdrawal requests were canceled. You may send these screenshots here, or to my email address at veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
