Betmaster Casino MX - Player’s winnings are being delayed.

Good morning, afternoon or evening.

I have a problem with Betmaster. They're demanding a SPEI account with my name and other details, which is fine, I understand... but it's an account I haven't had for months, or perhaps the SPEI provider changed, and it's impossible for me to trace it because they won't release the CEPs (electronic payment codes). This account hasn't been used for months. I recently won a prize on the Fire Blast roulette; I bet 600 pesos on the 25-30 six-number combination. The point is, I deposited money from my BBVA account, which I usually use. I was and still am verified; they have my selfies, my bank statements, and a photo of me next to the support chat! They have my proof of address, which they previously requested when I reached a certain number of withdrawals. So, my account is already clear; they know who I am, where I live, and even what I spend my money on. They're demanding I provide an account that probably doesn't even exist anymore because I canceled contracts with some banks. Of course, I want to cooperate, but they won't give me any more information about the account they're asking for. A CEP (Customer Identification Number) is enough to look it up and go to the bank to request the latest statement. Also, I've already made two withdrawals that were deleted from my system. I didn't cancel them; they returned the money to my balance. When I filed a complaint with Trustpilot, they responded that I canceled them, but I have proof that I didn't. I want to withdraw my money, not gamble it away and lose it. I'm going to request help from the Ministry of the Interior (SEGOB). I've already spoken with Ms. María de Lourdes Ramírez García, the Director General of Games and Raffles, and I'm going to escalate the case to the federal level.

As I said, I have proof of everything and I have documented everything. I want to make it clear that this is not a threat; I am simply asking for what is rightfully mine by law. I know they have their terms and conditions, but the law is the law.

They already have my bank statements showing where I make most of my deposits, so I see this as unnecessary. I don't want textbook answers anymore; I want solutions. If we can't give them what they're asking for, we can give them something similar that proves I'm not committing any illegal act.

I have more screenshots showing the invoices they cancelled, and I also have screenshots of how and what they told me on Trustpilot. So now I'm coming here to present my case. I can show almost anything you need without problems. The point of KYC is to prove my identity; they shouldn't be asking me for a death certificate or anything like that.

In any case, I appreciate you taking the time to read this, thank you very much.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Online casinos have the right to verify all payment methods used in the casino.

• Could you please specify the last time you made a deposit using the card ending in 77?
• Is the bank card in question a physical card or a digital card only?
• Do you remember which bank or institution issued the bank in your name? Is it possible for you to get a confirmation that the card was issued in your name or a relevant bank statement?

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,

Tomas

The card ending in 77 is digital. I already submitted all the documentation, and they accepted the screenshots and account statements for this card as valid. In fact, they finally gave me what I needed to track the SPEI transfer; it was from an investment account linked to this same card. The amount in MXN was 91.54. At first, they refused to accept it, wanting a document that validated the SPEI transfer, but the bank couldn't provide it. We discussed this, and they seem to understand. They accepted the screenshot and account statement for this investment account, even though it didn't show the SPEI transfer. Even so, the account statements and the screenshot of the transaction match the SPEI transfer they received. They are currently reviewing it, and I'm happy to say they finally accepted my documents. Now we just have to wait.

The last deposit on card 77 was on July 23rd at 9:22 AM with a total of 200 MXN.

Regarding the institution, Plata Card, I already spoke with them and they told me it's not possible since they don't manage the investment account directly, or something like that is what I understood; it's as if they, in conjunction with another institution in the USA, handle these transactions.

They've already accepted the documents, so now I just have to wait. I'll let them work and hope for good news soon, once I have my money in my bank account.

Thank you very much for your time.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sparx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas