The player from Mexico had 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 was then asked for historical bank statements and additional documents that were challenging to obtain. He sought transparency on the requirements and requested the processing of his withdrawal. We reviewed the casino's terms and conditions and found that deposits and withdrawals had to be made from personal accounts only, and the player's use of a bank account in his brother's name breached these rules. Consequently, the complaint was rejected due to non-compliance with the casino's payment policies.
Betmaster Casino MX - Player’s withdrawal is delayed due to unclear verification requirements.
Unjustified complaint
Amount: Mex$6,446
Betmaster Casino MX
Safety Index 9.3 Very highCase summary
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access to some of that documentation due to the time that has passed and because some of the accounts mentioned are no longer active or it is not possible to obtain historical account statements for them.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.
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.
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
Dear Salvador123,
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.
TranslationDear Veronica,
Thank you for your response.
Regarding the SPEI CLABE accounts ending in 3393, 6104, 4923, 1127, 3970, 9441, 6496 and 9672, the corresponding deposits were made more than two years ago.
Due to the time that has passed, I currently do not have access to most of those accounts and I don't know if some are still active. Therefore, I am unable to obtain the requested documentation for all of them.
I also want to clarify that one of the accounts used at that time was in my brother's name. However, the deposited funds were my own and were used exclusively to make deposits into my gaming account. I currently do not have direct access to the documentation for that account.
Furthermore, I have provided sufficient documentation to prove my identity, including official identification, validation selfies, recent bank documentation, and evidence of the receiving account where I request to receive the funds.
My intention has been to fully cooperate throughout the verification process. However, I consider it important to point out that the required documentation pertains to transactions carried out more than two years ago, regarding accounts that are no longer under my control or access.
Therefore, I would appreciate it if you could tell me if there is any reasonable alternative to validate these historical transactions using the documentation I have already provided or through some other verification procedure.
I look forward to your comments.
Kind regards.
TranslationThank you for your reply. I have checked the Terms and Conditions , and this is what I found:
7. Any deposit or payment made or received by the player may only be made to their personal account or received in their own payment account. As a general rule, payments from third parties or withdrawals to third-party payment accounts will not be processed. Any deposit or payment of funds will be governed by the terms of this Agreement, including the specific rules applicable to the relevant product and any additional terms and conditions applicable to promotions, special offers, and bonuses.
Furthermore, please check our Fair Gambling Codex for Players :
"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Unfortunately, in your case, this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card, and this possibility is communicated beforehand. Technically, it is very difficult to verify who owns the payment method at the deposit stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player's responsibility to use the allowed payment methods only.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards
Veronika
