Betmaster Casino MX - Player’s winnings were altered by the game.

The Lucky Macaw 2 game altered a prize I won in roulette, which was the Grand x5 prize with a bet of 30 Mexican pesos. The game was supposed to pay me 100,000 Mexican pesos, but it changed everything.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betmaster Casino MX.

Please allow me to ask you a few questions so I can better understand the situation.

• What evidence is there to support the claim that you won a grand prize?
• Could you please share with me the relevant communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Rauljime01,

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.

Hello, I have screenshots of the special symbol and the bet and transaction ID numbers. My base bet was 20 pesos, plus a 10-peso bonus bet. When the roulette wheel spun, it landed on the Grand symbol, which was x5, so that's equivalent to 20k x5. When the roulette wheel finished, it only showed 20 pesos. Support keeps telling me that what I submitted is correct. I'm about to file a complaint with the Ministry of the Interior (SEGOB) at the General Directorate of Games and Lotteries. I hope you can also help me. I've attached screenshots of the prize, the bet, and their response.

Dear Rauljime01,

Thanks for your patience.

If the only evidence is the game history showing a smaller prize, we are unable to challenge the casino based on your description of events.

Please let me know if there is any further information to support your complaint.

Looking forward to your reply.