The player from Mexico files a formal complaint against Betmaster Mexico for withholding his funds and blocking withdrawals for over a month. Although the game block was lifted, he remains unable to withdraw his winnings, suggesting a strategy by the casino to encourage him to spend his balance. Despite attempts to resolve the issue through support, he continues to face obstacles and receives unhelpful responses.
Betmaster Casino MX - Player’s withdrawal has been unjustly delayed.
Opened
Current status
Waiting for player to reply
6d 16h 0m 46s
Betmaster Casino MX
Safety Index 9.3 Very highCase summary
Discussion
Public
Public
2 days ago
Translation
Formal administrative complaint against Betmaster Mexico due to the unjustified withholding of my funds and the blocking of my withdrawals, a situation that has persisted for a full month (since July 1, 2026), despite having complied with the platform's regulations.
1. Background and chronology of the case:
July 1, 2026: My account was subjected to a "detailed review by the specialized department" under ticket #ERZKLK, blocking both games and withdrawals.
July 16, 2026: Ticket #A48KE8 was opened for follow-up, receiving only generic responses of waiting ("sent to the corresponding department").
Current situation (July 24, 2026): Strangely, the game block has been lifted and I'm allowed to bet, but the withdrawal option remains blocked, which suggests a strategy by the platform to encourage spending the held balance instead of processing my refund. More than 72 hours have passed since the last support notification without a real solution. Reading the complaints, I realize this is true: the casino waits until you spend all the money in your account before responding. I don't understand why, if they make so much money, they try to squeeze out even more crumbs. Once you've used up your balance, they encourage you to deposit more money so the cycle repeats. Furthermore, they respond mockingly, saying your situation is resolved and marking the complaint as closed. Finally, they sent me an email saying I can now try to make withdrawals, but it won't let me.
Automatic translation:
Public
Public
7 hours 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.
Public
Public
7 hours ago
Dear Rekker
Thank you very much for submitting your complaint.
To help me better understand your case, could you please answer the following questions?
- Could you please confirm whether you have successfully completed the KYC verification process?
- Have you ever made a successful withdrawal from this casino before?
- Do you currently have any active or pending withdrawal requests?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
