The player from Mexico was unable to withdraw his winnings of 2500 Mexican pesos after making a deposit through Oxxo. He had attempted to contact support but had not received any response. The Complaints Team had tried to communicate with him for further information but received no replies. Consequently, the complaint was closed due to the lack of communication.
Betmaster Casino MX - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: Mex$3,500
Betmaster Casino MX
Safety Index:Very highCase summary
Discussion
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4 months ago
Translation
I've been playing for months, but I made a deposit through Oxxo and now I can't withdraw my winnings. I deposited 1000 Mexican pesos and won 2500, but I can't withdraw anything. It tells me to contact support, but nobody answers.
Automatic translation:
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4 months 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.
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4 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.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- 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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3 months ago
Dear Alexvargas1995,
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.
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3 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,
Kristina
Casino.Guru
