Betmaster Casino MX

Case summary

The player from Mexico has difficulties withdrawing funds from Betmaster Mexico due to additional verification requirements that were not clearly communicated. After following the initial instructions for a SPEI transfer and providing documentation, he is now being asked for historical bank statements and additional documents that are challenging to obtain. He seeks transparency on the requirements and requests the processing of his withdrawal.

Discussion

Public

Salvador123

Bronze

Mexico

Public

12 hours ago

Original

Translation

Betmaster Mexico is holding my withdrawal and has imposed additional verification requirements that were not clearly communicated to the consumer beforehand.

Before starting the withdrawal process, I consulted the information published by the company itself on its support page. This information states that, to enable withdrawals, the user must make a minimum SPEI transfer of $50 pesos from the bank account where they wish to receive the funds and then provide support with the last four digits of that transfer to complete the validation.

Following the company's published instructions precisely, I made the requested SPEI transfer and provided the required information. I also sent documentation to verify my identity and ownership of my payment methods.

However, once the published requirements were met, the company began requesting additional documentation not mentioned in the public support procedure. These requests included bank statements for various accounts used to make deposits more than two years ago.

I currently do not have access to some of that documentation due to the time that has passed and because some of the accounts mentioned are no longer active or it is not possible to obtain historical account statements for them.

Furthermore, the company has requested additional documentation related to a bank card whose deposits are already reflected in the official statement of account that was delivered, even though said document clearly proves the ownership of the card and the movements made to the platform.

I believe there is a lack of transparency regarding the actual requirements for withdrawing funds, as the information published by the company indicates a significantly simpler procedure than the one subsequently required of the consumer. In practice, each time a requirement is met, different additional documentation is requested, indefinitely prolonging the withdrawal process.

My intention has been to cooperate at all times and I have provided all reasonably available documentation to prove my identity, ownership of the receiving account and the payment methods recently used.

Therefore, I request that the company:

1. Clearly state the contractual or regulatory basis for the additional requirements demanded.

2. Establish a reasonable alternative for validating transactions carried out more than two years ago when documentation is no longer available.

3. Please process my withdrawal request or issue a duly substantiated final decision.

4. Release the funds that are currently being held once my identity and ownership of the receiving account have been verified.

La empresa Betmaster México mantiene retenido mi retiro y ha impuesto requisitos de verificación adicionales que no fueron informados de manera clara y previa al consumidor.

Antes de iniciar el proceso de retiro consulté la información publicada por la propia empresa en su centro de soporte. En dicha información se establece que, para habilitar los retiros, el usuario debe realizar una transferencia SPEI mínima de $50 pesos desde la cuenta bancaria en la que desea recibir los fondos y posteriormente proporcionar a soporte los últimos cuatro dígitos de dicha transferencia para completar la validación.

Siguiendo exactamente las instrucciones publicadas por la empresa, realicé la transferencia SPEI solicitada y proporcioné la información requerida. Adicionalmente envié documentación para acreditar mi identidad y la titularidad de mis medios de pago.

Sin embargo, una vez cumplidos los requisitos publicados, la empresa comenzó a solicitar documentación adicional que no se menciona en el procedimiento público de soporte. Entre dichos requerimientos se encuentran estados de cuenta relacionados con diversas cuentas bancarias utilizadas para realizar depósitos hace más de dos años.

Actualmente no tengo acceso a parte de esa documentación debido al tiempo transcurrido y porque algunas de las cuentas señaladas ya no se encuentran activas o no es posible obtener estados de cuenta históricos de las mismas.

Asimismo, la empresa ha solicitado documentación adicional relacionada con una tarjeta bancaria cuyos depósitos ya se encuentran reflejados en el estado de cuenta oficial que fue entregado, aun cuando dicho documento acredita claramente la titularidad de la tarjeta y los movimientos realizados hacia la plataforma.

Considero que existe una falta de transparencia respecto de los requisitos realmente necesarios para retirar fondos, ya que la información publicada por la empresa indica un procedimiento significativamente más simple que el que posteriormente se exige al consumidor. En la práctica, cada vez que se cumple un requerimiento se solicita documentación adicional distinta, prolongando indefinidamente el proceso de retiro.

Mi intención ha sido colaborar en todo momento y he proporcionado toda la documentación razonablemente disponible para acreditar mi identidad, la titularidad de la cuenta receptora y los medios de pago utilizados recientemente.

Por lo anterior, solicito que la empresa:

1. Informe claramente el fundamento contractual o normativo de los requisitos adicionales exigidos.

2. Establezca una alternativa razonable para validar operaciones realizadas hace más de dos años cuando la documentación ya no se encuentra disponible.

3. Procese mi solicitud de retiro o emita una resolución definitiva debidamente fundamentada.

4. Libere los fondos que actualmente se encuentran retenidos una vez acreditada mi identidad y titularidad de la cuenta receptora.

Automatic translation:

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

1 hour 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

Veronika

Complaint Resolution Center Deputy Team Lead

Public

1 hour ago

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you ever provided bank statements or other official documents for the SPEI CLABE accounts ending in 3393, 6104, 4923, 1127, 3970, 9441, 6496, and 9672, which you previously used to deposit funds into this casino?

Please note that during the KYC process, the casino is required to verify the ownership of all payment methods that have been used for deposits. If no official documentation was provided for deposits made two years ago, the casino may still be obligated to verify these payment methods before completing the verification of your account.

Could you please confirm whether all of the bank accounts that the casino is requesting verification for belong to you personally?
Do you still have access to these accounts?

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

Best regards

Veronika

Betmaster Casino MX - Player’s withdrawal is delayed due to unclear verification requirements.

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Case summary

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