Betmaster Casino MX - Player’s winnings haven’t been received yet.

It wouldn't let me withdraw using any method; I kept getting an error message, and then the options didn't even appear anymore. I couldn't withdraw 1 cent.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear antonio12ksbsy,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear antonio12ksbsy,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear antonio12ksbsy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru

Dear antonio12ksbsy, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla M.

No

Yeah

No

casino

Dear antonio12ksbsy,

Thank you very much for your reply.

I would like to clarify a few additional points so I can better understand your case.

Could you please confirm whether you currently have any active or pending withdrawal request, or are you still unable to initiate a withdrawal at all?

Could you also please share a screenshot of the error message you receive when trying to withdraw, if it is still appearing?

Lastly, could you please send me your communication with the casino regarding this issue? You may attach screenshots here or send them to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear antonio12ksbsy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It won't even let me access my account anymore

No, those are just outright scams.

Dear antonio12ksbsy,

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, Barbora, (barbora.p@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,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Betmaster Casino MX representative to join this conversation.

Dear Betmaster Casino MX,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

We are trying to identify the account in our system in order to review the complaint. To help us locate it, the customer should provide the phone number the account was registered with, which also serves as the login.

We look forward to receiving this information.

Regards.

Dear antonio12ksbsy,

Betmaster Casino MX has informed us that they are currently unable to find your account in their system, so they need the phone number you used when registering your account (this is also your login) to locate it and investigate the issue further.

Could you please provide this information so the casino can continue reviewing your case?

Dear antonio12ksbsy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.