The player from Mexico had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. We explained that withdrawals could take up to 14 days and might be delayed by KYC verification or a high volume of requests, and we asked her to provide details about her withdrawal history, bonus use, verification status, and a screenshot of her withdrawal history. As she did not reply to our messages or reminders, we were unable to continue the investigation. The complaint was closed for the moment due to lack of response from her side.
Betmaster Casino MX - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: Mex$100,000
Betmaster Casino MX
Safety Index 8.4 HighCase summary
Discussion
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2 weeks ago
Translation
On Saturday, August 1st, I made a deposit of approximately $68,000, which was done little by little throughout the day...
When I finally managed to recover and reach $100,000, I wanted to withdraw, and that's when the torment began.
Cancelled withdrawals without response until August 3rd when they requested documents for validation, which were:
ID
Account statements for various accounts used to deposit to Betmaster (all are in my name)
selfie with documents and chat open.
This documentation was sent in the correct format and confirmed as received.
So far, I haven't received a satisfactory or even a concrete answer about what's happening with my verification. I haven't been able to make withdrawals for a week, and your support team just keeps copying and pasting messages saying to "wait." From the beginning, I was told this process could take up to 5 business days, and now, violating their own terms, they're telling me they "don't have a response time" because they're not the ones validating the case.
Their customer support team is a complete disaster. It's pointless to respond if they keep giving the same answers!
I still haven't received a response regarding my verification, and 5 business days have already passed.
I still can't withdraw even though they received all my documents and haven't asked me for anything else so far.
I need someone other than a robot to solve my problem.
Their support team only says that "they don't handle those types of requests," so who does? Who can follow up with me?
I find it disrespectful that, as a customer and consumer who has placed bets and lost winnings, and who now has the opportunity to recover them, my withdrawals are being held up and the verification process cannot be completed successfully! I demand an answer from Betmaster because "we'll hear from you soon" does not resolve my situation. I have been cooperative, asking if they need anything else, but this situation has gone beyond that. I sent my documentation a week ago; how is it possible that I haven't received any response other than "wait"?
Automatic translation:
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2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
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.
If anything seems suspicious, contact us directly.
Stay safe.
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2 weeks ago
Dear Milagros16,
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
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2 weeks ago
I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.
- Have you made any successful withdrawals before?
- Have you accumulated your winnings with or without an active bonus?
- You mentioned that account verification is pending. Could you please post a screenshot of your account verification page so we can see which documents are pending or successful?
- Could you please upload a screenshot of your withdrawal history directly to this thread?
Thank you very much in advance for your reply.
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1 week ago
Dear Milagros16,
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.
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4 days ago
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,
Jean
Casino.Guru
