The player from Mexico claims that after fulfilling the wagering requirement of 98,800 pesos related to bonus ID 12326, his original winnings of 9,881 pesos were not converted to real balance. Instead, the system generated a new bonus card for a lesser amount, which he argues is a result of a system error.
Betmaster Casino MX - Player's winnings are confiscated due to a system error.
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Waiting for player to reply
6d 23h 45m 12s
Betmaster Casino MX
Safety Index 8.4 HighCase summary
Discussion
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12 hours ago
Translation
Bonus ID: 12326
I received that bonus, generated profits of 9881 pesos, with a requirement to cover 98800 in bets using those profits. The total requirement was met. I asked for help from support and their argument that the bonus balance is removed and "only eligible winnings are converted" does not hold up in this case due to an obvious system error:
My original winnings from the 100 free spins were $9,881 MXN, as recorded by your platform on the corresponding card. The wagering requirement was $98,800 MXN, which I fully met.
At the end of the rollover, the system did NOT convert my money to real balance, but instead generated a NEW bonus card for a random amount of $323.50 MXN (as seen at the top of the image).
They generated a random bonus for me instead of honoring the $9881 wagering requirements.
Automatic translation:
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14 minutes ago
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14 minutes ago
Hello Jdserrano,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:
- Could you please send me a link or a screenshot of the bonus you activated and played with?
- What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
- Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
- Have you successfully completed the full KYC verification at this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Karla M.
