Betmaster Casino MX

Public

JosueBocanegra

Bronze

Mexico

Public

9 months ago

Original

Translation

I created my account, verified it correctly and it was verified, I made my deposits through SPEI and they arrived correctly, I started entering bets and I lost the first one, later I entered two more and won them, I really won quite a lot because I made large deposits.

After winning those two games, they restricted me and didn't let me place any more bets on tennis. They denied them. I went to another market for soccer, placed a bet, and it won, and again they restricted me from there and from all sports. I practically couldn't place bets of more than $100 MX pesos.

After that, before the restriction, I requested a withdrawal, which hasn't been processed yet. Support only tells me that it can't be processed until they resolve the limitations on my account. However, they don't even resolve anything; they just tell me the same thing over and over again. In all support channels (live chat, email, and WhatsApp), they tell me that my withdrawal is in process and that I logged in later to see a different status. And they just don't do anything. They don't lift the restriction, process my withdrawals, or anything.

So I want you to please help me solve my problems because I have a lot of money in the account and I created it correctly, verified it correctly, deposited correctly, and won bets correctly.

Edited by a Casino Guru admin

Automatic translation:

Public

Dominika

Casino & Affiliate Communication Specialist

Public

9 months ago

Dear JosueBocanegra,

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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Public

JosueBocanegra

Bronze

Mexico

Public

9 months ago

Original

Translation

It's not just that they're not processing my withdrawal. They've restricted my ability to place bets. I can't place any bets. They're denying all of them. They also mention to support that due to this restriction, my withdrawal can't be processed. That restriction was imposed solely because they wanted to, seeing that I'd won some bets with considerable amounts. And they only tell me that the department is working to resolve the issue with my account, and they haven't solved anything for me.

Automatic translation:

Public

JosueBocanegra

Bronze

Mexico

Public

8 months ago

Original

Translation

I'm doing an update, my withdrawal arrived at 6 PM, then the next day I made another withdrawal since Betmaster's maximum withdrawal every 24 hours is $60,000 Mexican pesos. Then I made another withdrawal and it arrived in less than a minute, the third withdrawal also arrived in less than a minute, the fourth withdrawal in 30 minutes. Then the fifth withdrawal took 24 hours and the money was returned to my Betmaster gaming account. I contacted support and they told me they would review it with the specialists and the technician, so I requested the withdrawal again. 24 hours passed and the same balance was returned to my gaming account.

36 HRS passed and support answered me and mentioned that they needed to verify my account again (in their terms they mention that despite verifying the account at the time of creating it, they can request certain information and documentation again at any time), then they asked me for the following documents: (photograph of some identification, either INE, Passport or driver's license, they also asked me for a bank statement showing the deposits and withdrawals that I made and they made to me, and a selfie with my ID and also with the support chat in the background) I sent absolutely everything and even added extra documents such as Curp, RFC, birth certificate and passport.

Support confirmed that they had already received the documentation, and not just WhatsApp support, but also email and live chat support. They told me the same thing and that I just had to wait for a response from the specialists. It's been 48 hours, and I still haven't received a response confirming that my account has been verified again. They told me that once it's verified, withdrawals will be enabled again. They also told me that standard verification usually takes up to 5 business days, and in some cases, it can take a little longer.

Through all the media outlets so far, I've only been told to wait for an update from the specialists, who are still in the process of finalizing the report and are doing everything possible to expedite the verification.

An important point is that since I requested the first withdrawal, they have limited the maximum amount per bet in various sports, especially tennis and table tennis. Currently, for the past 5 days, they only allow me to place bets with a maximum amount of $100 Mexican pesos per bet. When I try to place a higher amount, they refuse me the bet. In soccer, they only allow me to bet up to $15,000, either all in one bet or in several diversified bets. The only thing they allow me to bet any amount on is virtual sports. In that situation, support only mentions the following:

"In accordance with paragraph 5 of our Terms and Conditions, there is a limit set on your account for the maximum bet amount.

5. The Company reserves the right to limit the minimum or maximum Bet amount at its sole and absolute discretion.

This amount may vary for different events and sports. These limits may be imposed and waived by our Security Department.

I'll wait the remaining 3 days, or 4 days at most, for them to supposedly verify my account again. There shouldn't be any errors in that verification since I sent my documents to them in perfect order, and everything is in perfect condition. I'll update again this weekend, depending on what support tells me.

Hago una actualización, el retiro me llegó a las 18 HRS, posteriormente al día siguiente hice otro retiro ya que en Betmaster el máximo para retirar cada 24 hrs es de $60,000 pesos mexicanos. Entonces realice otro retiro y me llegó en menos de un minuto, el tercer retiro me llegó igual en menos de un minuto, el cuarto retiro en 30 minutos. Posteriormente el quinto retiro pasaron 24 HRS y el dinero se devolvió a mi cuenta de juego de Betmaster, me comunique con soporte y me dijeron que hiban a revisar con los especialistas y el técnico, entonces lo volví a solicitar el retiro pasaron 24 HRS y lo mismo el saldo se volvió a regresar a mi cuenta de juego.

Pasaron 36 HRS y soporte me contestó me menciono que necesitaban nuevamente verificar mi cuenta (en sus términos mencionan que apesar de verificar la cuenta al momento de crearla ellos pueden volver a solicitar cierta información y documentación en cualquier momento), entonces me pidieron los siguientes documentos: (fotografía de alguna identificación ya se a INE, Pasaporte o licencia de conducir, me pidieron igual extracto bancario donde se muestren los depósitos y retiros que hice y me hicieron, y una selfie con mi identificación y también con el chat de soporte de fondo) mandé absolutamente todo e incluso añadi documentos extras como Curp, RFC, acta de nacimiento y pasaporte.

Soporte me confirmó que ya había recibido la documentación y no solamente soporte de WhatsApp igual soporte de correo electrónico y de su chat en vivo me dijeron lo mismo y que solamente tenía que esperar una respuesta de los especialistas. Han pasado ya 48 hrs y aún no me dan una respuesta de que mi cuenta ya esté nuevamente verificada, ellos me dijeron que una vez este verificada volveré a tener habilitados los retiros nuevamente, además me dijeron que la verificación estándar suele tardar hasta 5 días hábiles y en algunos casos suele extenderse un poco más.

Por todos los medios de comunicación hasta el momento me han dicho solamente que espere una respuesta de actualización que por parte de los especialistas aún no terminan y que están haciendo todo lo posible por agilizar la verificación.

Un punto importante es que me han limitado desde que solicite el primer retiro el monto máximo por apuesta en diversos deportes en especial en el tenis y tenis de mesa solamente actualmente desde hace 5 días solamente me deja realizar apuestas con un monto máximo de $100 pesos mexicanos por apuesta, intentar un monto mayor no me deja me denegan la apuesta, en fútbol solamente me deja apostar hasta $15,000 ya sea todo en una apuesta o en varias diversificadas. En lo único que me deja apostar cualquier monto es en los deportes virtuales, ante esa situacion soporte lo único que menciona es lo siguiente:

"De acuerdo con el párrafo 5 de nuestros Términos y condiciones, existe un límite establecido en su cuenta para el monto máximo de la apuesta.

5. La Compañía se reserva el derecho de limitar el monto mínimo o máximo de Apuesta a su única y absoluta discreción.

Esta cantidad puede variar para diferentes eventos y deportes. Dichos límites pueden ser impuestos y eliminados por nuestro Departamento de Seguridad"

Esperaré los 3 días máximo 4 días que faltan para que supuestamente verifiquen nuevamente mi cuenta, no debería de haber algún fallo en esa verificación ya que mandé mis documentos en perfecto orden ante ellos y todo lo tengo en perfecto estado. Este fin de semana vuelvo hacer actualización dependiendo de que me diga soporte

Automatic translation:

Public

JosueBocanegra

Bronze

Mexico

Public

8 months ago

Original

Translation

On Thursday, June 18th, I requested a withdrawal, which was rejected within 24 hours of my request. Support contacted me and requested additional information and documentation to validate my account again and request the withdrawal. The information and documentation were sent immediately.

It's been 5 days and they just contacted me and told me the following:

Thank you for your message.

Please note that while we have received the bank statement for the account ending in ****, we are still missing the full statements for your other bank accounts used on the platform.

To complete the verification process, we kindly ask you to provide bank statements in PDF format for all additional accounts you used to deposit or withdraw, showing:

* Account number (last 4 digits)

* Your full name as the account holder

* Relevant transactions to/from Betmaster

* Date and time of those transactions

Upload documents directly to this chat to ensure they are properly received and reviewed.

We appreciate your cooperation and are here to assist you further if needed.

I didn't enter any account information other than the one I provided to them. They're making up this excuse to avoid paying me my money. My Betmaster account clearly shows that I made 4 deposits and 4 withdrawals, and both were made with the same account ending in *****, for which I sent them the bank statement. That same bank statement shows my full account number with my full name, and also reflects the deposits and withdrawals.

I need help, please. I have a lot of money in my Betmaster account (700,000 Mexican pesos), and they haven't let me withdraw it. They're just making excuses and fabricating things. I have proof of absolutely everything.

Edited by a Casino Guru admin

Automatic translation:

Public

JosueBocanegra

Bronze

Mexico

Public

8 months ago

Original

Translation

I'm doing an update.

They told me the statements they were requesting were for all my bank accounts that I manage, even though they haven't been used to deposit funds. I don't understand why they asked for them, but I still complied by sending them all the bank statements for all my accounts. They only asked for June, but I sent them the statements from January to the present so they would have absolutely everything in order.

They confirmed that they had received them and that they had already been uploaded to the system for review by the relevant specialists. I asked them to give me a specific timeframe, and they simply told me that I should wait for a response when they have it. Once they have it, they will inform me immediately, saying they are doing everything possible to expedite the verification they performed again. They also told me that the support team is not in charge of reviewing these documents. If it's not another relevant area, then they don't have real-time updates.

Automatic translation:

Public

JosueBocanegra

Bronze

Mexico

Public

8 months ago

Original

Translation

Four more days have passed, and they keep telling me the same thing: to wait and wait and wait for a response from the specialists. Please help.

Automatic translation:

Public

Dominika

Casino & Affiliate Communication Specialist

Public

8 months ago

Dear player,

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.

Edited by a Casino Guru admin

Public

JosueBocanegra

Bronze

Mexico

Public

8 months ago

Original

Translation

My withdrawal arrived at 6 PM, then the next day I made another withdrawal since the maximum withdrawal at Betmaster every 24 hours is $60,000 Mexican pesos. Then I made another withdrawal and it arrived in less than a minute, the third withdrawal also arrived in less than a minute, the fourth withdrawal in 30 minutes. Later, with the fifth withdrawal, 24 hours passed and the money was returned to my Betmaster gaming account. I contacted support and they told me they would review it with the specialists and the technician, so I requested the withdrawal again. 24 hours passed and the same balance was returned to my gaming account.

36 HRS passed and support answered me and mentioned that they needed to verify my account again (in their terms they mention that despite verifying the account at the time of creating it, they can request certain information and documentation again at any time), then they asked me for the following documents: (photograph of some identification, either INE, Passport or driver's license, they also asked me for a bank statement showing the deposits and withdrawals that I made and they made to me, and a selfie with my ID and also with the support chat in the background) I sent absolutely everything and even added extra documents such as Curp, RFC, birth certificate and passport.

Support confirmed that they had already received the documentation, and not just WhatsApp support, but also email and live chat support. They told me the same thing and that I just had to wait for a response from the specialists. It's been 48 hours, and I still haven't received a response confirming that my account has been verified again. They told me that once it's verified, withdrawals will be enabled again. They also told me that standard verification usually takes up to 5 business days, and in some cases, it can take a little longer.

Through all the media outlets so far, I've only been told to wait for an update from the specialists, who are still in the process of finalizing the report and are doing everything possible to expedite the verification.

An important point is that since I requested the first withdrawal, they have limited the maximum amount per bet in various sports, especially tennis and table tennis. Currently, for the past 5 days, they only allow me to place bets with a maximum amount of $100 Mexican pesos per bet. When I try to place a higher amount, they refuse me the bet. In soccer, they only allow me to bet up to $15,000, either all in one bet or in several diversified bets. The only thing they allow me to bet any amount on is virtual sports. In that situation, support only mentions the following:

"In accordance with paragraph 5 of our Terms and Conditions, there is a limit set on your account for the maximum bet amount.

5. The Company reserves the right to limit the minimum or maximum Bet amount at its sole and absolute discretion.

This amount may vary for different events and sports. These limits may be imposed and waived by our Security Department.

Five more days passed, and they responded, requesting bank statements for all my bank accounts, even though I hadn't used them to deposit into Betmaster. They argued the following:

"For the purposes of preventing fraud related to payments, including those made through cards

banking and other means of payment, and for the purposes of third-party payment disputes and the investigation of such cases,

The Company may verify all payments. In such case, the Client must provide, upon request, the following

Documents:

2.1. Identification documents to establish the identity and/or verify the age of the Client;

2.2. Account statements, utility bills, or other documents to verify the Customer's address; and/or

2.3. The documents requested by our partners, payment systems or agents for the validation of a

Payment or withdrawal transaction in accordance with professional requirements to combat money laundering

of money and illegal financial transactions"

I sent all the bank statements they requested, even sending them bank statements from previous months without them requesting them since they only requested those from June. Support confirmed receipt and told me they had uploaded them to the system for the specialists to review.

It's been four days since I sent all the bank statements you requested on June 26, 2025. I contacted you just a while ago, and you told me you haven't received an update from the specialists yet, but that you're doing everything possible to verify my account and ensure it's successful. Please, I need help because I have approximately $850,000 Mexican pesos in my account, and it won't let me withdraw it.

el retiro me llegó a las 18 HRS, posteriormente al día siguiente hice otro retiro ya que en Betmaster el máximo para retirar cada 24 hrs es de $60,000 pesos mexicanos. Entonces realice otro retiro y me llegó en menos de un minuto, el tercer retiro me llegó igual en menos de un minuto, el cuarto retiro en 30 minutos. Posteriormente el quinto retiro pasaron 24 HRS y el dinero se devolvió a mi cuenta de juego de Betmaster, me comunique con soporte y me dijeron que hiban a revisar con los especialistas y el técnico, entonces lo volví a solicitar el retiro pasaron 24 HRS y lo mismo el saldo se volvió a regresar a mi cuenta de juego.

Pasaron 36 HRS y soporte me contestó me menciono que necesitaban nuevamente verificar mi cuenta (en sus términos mencionan que apesar de verificar la cuenta al momento de crearla ellos pueden volver a solicitar cierta información y documentación en cualquier momento), entonces me pidieron los siguientes documentos: (fotografía de alguna identificación ya se a INE, Pasaporte o licencia de conducir, me pidieron igual extracto bancario donde se muestren los depósitos y retiros que hice y me hicieron, y una selfie con mi identificación y también con el chat de soporte de fondo) mandé absolutamente todo e incluso añadi documentos extras como Curp, RFC, acta de nacimiento y pasaporte.

Soporte me confirmó que ya había recibido la documentación y no solamente soporte de WhatsApp igual soporte de correo electrónico y de su chat en vivo me dijeron lo mismo y que solamente tenía que esperar una respuesta de los especialistas. Han pasado ya 48 hrs y aún no me dan una respuesta de que mi cuenta ya esté nuevamente verificada, ellos me dijeron que una vez este verificada volveré a tener habilitados los retiros nuevamente, además me dijeron que la verificación estándar suele tardar hasta 5 días hábiles y en algunos casos suele extenderse un poco más.

Por todos los medios de comunicación hasta el momento me han dicho solamente que espere una respuesta de actualización que por parte de los especialistas aún no terminan y que están haciendo todo lo posible por agilizar la verificación.

Un punto importante es que me han limitado desde que solicite el primer retiro el monto máximo por apuesta en diversos deportes en especial en el tenis y tenis de mesa solamente actualmente desde hace 5 días solamente me deja realizar apuestas con un monto máximo de $100 pesos mexicanos por apuesta, intentar un monto mayor no me deja me denegan la apuesta, en fútbol solamente me deja apostar hasta $15,000 ya sea todo en una apuesta o en varias diversificadas. En lo único que me deja apostar cualquier monto es en los deportes virtuales, ante esa situacion soporte lo único que menciona es lo siguiente:

"De acuerdo con el párrafo 5 de nuestros Términos y condiciones, existe un límite establecido en su cuenta para el monto máximo de la apuesta.

5. La Compañía se reserva el derecho de limitar el monto mínimo o máximo de Apuesta a su única y absoluta discreción.

Esta cantidad puede variar para diferentes eventos y deportes. Dichos límites pueden ser impuestos y eliminados por nuestro Departamento de Seguridad"

Pasaron 5 días más y me respondieron pidiéndome extractos bancarios de todas mis cuentas bancarias aunque no las haya utilizado para depositar en Betmaster. Argumentaron diciendo lo siguiente:

"Para fines de prevención de fraude relacionado con pagos, incluyendo aquellos hechos por medio de tarjetas

bancarias y otros medios de pago, y para fines de disputas de pagos de terceros y de la investigación de dichos casos,

la Sociedad podrá verificar todos los pagos. En tal caso, el Cliente deberá proveer, cuando se le pidan, los siguientes

Documentos:

2.1. Documentos de identificación para establecer la identidad y/o verificar la edad del Cliente;

2.2. estados de cuenta, recibos de servicios u otros documentos para verificar el domicilio del Cliente; y/o

2.3. Los documentos que soliciten nuestros asociados, sistemas de pago o agentes para la validación de una

transacción de pago o retiro de fondos de acuerdo con los requerimientos profesionales para combatir el lavado

de dinero y las transacciones financieras ilegales"

Mande todos los extractos bancarios que me solicitaron, inclusive les mandé extractos bancarios de otros meses atrás sin que me los solicitarán ya que solamente me solicitaron los del mes de junio, soporte me confirmó la recepción y me dijo que los subió al sistema para que los especialistas los revisen.

Han pasado ya 4 días desde que mande todos esos extractos bancarios que me pidieron el día 26 de junio del 2025 y justamente hace rato los contacte y me dijeron que aún no reciben una actualización de parte de los especialistas pero que están haciendo todo lo posible por verificar mi cuenta y que salga exitosa la verificación. Porfavor necesito ayuda ya que tengo $850,000 pesos mexicanos aproximadamente en la cuenta y no me deja retirarlos.

Automatic translation:

Public

Dominika

Casino & Affiliate Communication Specialist

Public

8 months ago

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you provided all the documents and information the casino requested from you?

Has your account been successfully verified by the casino at this point?

Are you currently able to log in to your casino account without any issues?

Have you been using your account only for sports betting?

How much money have you successfully withdrawn so far, and how much do you still wish to withdraw from your account?

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.

Public

Dominika

Casino & Affiliate Communication Specialist

Public

8 months ago

Dear player,

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.

Edited by a Casino Guru admin

Public

Dominika

Casino & Affiliate Communication Specialist

Public

7 months 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,
Dominika
Casino.Guru

Betmaster Casino MX - Player’s withdrawal has been delayed.

Player stopped responding

Amount: Mex$268,000

Case summary