The player from Mexico reported that his withdrawal of $7,300 MXN from Betmaster Casino MX had been canceled without a valid reason after four months of normal transactions. He had complied with all terms and conditions and sought the release of his funds, asserting that they had been earned legitimately. The Complaints Team reviewed the situation and, after gathering the necessary information, concluded that they could not evaluate the casino's decision regarding account closure and confiscation of winnings due to insufficient insight into the gambling activities. Consequently, the complaint was closed without further intervention.
Betmaster Casino MX - Player's withdrawal has been canceled.
Closed
Our verdict
Other
Amount: Mex$7,300
Betmaster Casino MX
Safety Index 8.8 HighCase summary
Discussion
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8 months ago
Translation
I had a very bad experience with Betmaster Casino MX.
For approximately four months, I played on their platform, depositing and withdrawing normally, always using my same bank account, without any problems. My transactions are clear and verifiable.
I made my last deposit on August 28, 2025, and I haven't moved any more money since then (neither deposits nor withdrawals) in September. The balance I generated was solely from my legitimate bets.
The problem is that my withdrawal of $7,300 MXN was canceled without a valid reason, even though:
1. All previous deposits and withdrawals were made from the same account.
2. I have never violated any terms or conditions or opened multiple accounts.
3. Even on previous occasions when I lost access to my phone number, I contacted support and was told it was fine to continue using my account. I always acted in good faith, following their instructions.
I find this treatment completely unjustified, since withholding legitimately earned funds constitutes an improper practice.
I have attached screenshots of my deposits, withdrawals, and account statements (May to August), which clearly show that all transactions were normal and legal.
I request that the pending withdrawal be released, since the money belongs to me fairly.
Automatic translation:
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8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify whether your winnings have been confiscated or your withdrawal has been pending for too long?
- When exactly did you make the last successful withdrawal, and how many days did it take to be processed?
- Did you accumulate your winnings with or without an active bonus?
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.
Best regards,
Kristina
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8 months ago
TranslationHello Cristina, thank you for taking care of my case.
1. My earnings were confiscated, as my account was closed under the accusation of "account skimming."
2. I want to clarify that I never maintained multiple active accounts. What happened was that, after losing my phone number, I contacted Betmaster's support team, and they told me I could open a new account and cancel my old one. I followed their instructions at all times and always acted in good faith.
3. My last successful withdrawal was on August 22, 2025, which took 2 days to process.
4. All my earnings were generated without an active bonus, only with deposits made from my personal account.
For four months, I made deposits and withdrawals without any issues. However, the casino has now closed my account and confiscated my 7,300 MXN, which I consider unfair, since I acted on the instructions of support.
I really appreciate your support and hope you can help me recover my funds as soon as possible.
Sincerely,
Luis F*** N*** H***
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Thank you for your reply, Fernando7500. I noticed, based on the screenshots you attached to this complaint, that you focused on sports betting. I apologize, but if you have only placed bets on sports events and your account has been blocked, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
