The player from Mexico faced difficulties withdrawing 35,000 pesos in winnings from Betmaster after being informed that his deposit method was unavailable. He submitted proof of deposit to the casino, but after two weeks, there was still no resolution. The issue was eventually resolved as the player successfully withdrew his winnings through SPEI after verification and processing by the casino. The Complaints Team confirmed the resolution and marked the complaint as 'resolved' in their system.
Betmaster Casino MX - Player’s withdrawal request is delayed.
Resolved
Our verdict
Case closed
Amount: Mex$35,000
Betmaster Casino MX
Safety Index:Very highCase summary
Discussion
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11 months ago
Translation
Hello, my name is Cesar and I have the following issue with BetMaster Mexico. On December 5th, 2024, I placed a bet on BetMaster's "online sports betting" for 17,000 pesos, and I ended up winning about a total of 26,000 pesos with the bet on the match from 12/5/2024 to 12/21/2024. I made other bets on different days, resulting in a balance of 35,000 Mexican pesos in my favor. My initial deposit was 17,500 pesos using a Visa credit card, which was accepted for the deposit.
Now, when I want to make the deposit, they tell me that this method is not available. They asked for an account and proof of deposit from my bank, which I have already sent via email, but they continue to say that their specialists are still working on my case, and it has been 2 weeks.
I hope you can provide some guidance on this problem.
Thank you in advance and happy new year!!
l siguiente problema con betmaster mexico El 5 d3 Diciembre del 2024 hice una apuesta en betmaster "apuestas deportivas online" por $17000 pesos y resultando ganador de alredesor de 26.000 pesos en total ya con la apuesta en El inter de la fecha 5/12/2024 al 21/12/2024 hice otras apuestas en diferentes dias dando como resultando un saldo de apuestas ganadas mi favor de $35,000 pesos mexicanos, mi deposito inicial fue de $17, 500 pesos con una tarjeta de credito visa con la cual me aceptaron El deposito..Automatic translation:
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11 months ago
Dear Edces04,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with withdrawing your winnings from Betmaster Casino. I understand how frustrating this situation must be for you, and I appreciate you bringing it to our attention.
To better understand your case and explore how we might assist, could you please provide the following details?
- Have you received any additional communication from Betmaster regarding the status of your withdrawal since you submitted the required documents?
- Did the casino specify why the Visa method is unavailable for your withdrawal, or have they offered alternative withdrawal methods?
- Can you share any proof of communication you’ve had with the casino, including emails or chat transcripts where they discussed your case?
- Did you encounter any issues or requests for further verification when submitting the required bank account and proof of deposit details?
- Could you confirm if the winnings were obtained exclusively through sports betting?
If you have any relevant documentation, such as screenshots or copies of correspondence, please feel free to forward them to [email protected] to help us assess the situation thoroughly.
Please note that if the matter becomes solely related to sports betting, we regret to inform you that we do not have a department handling such issues and may not be able to assist further.
Your cooperation is essential for us to proceed with the case effectively. Without the requested information, we won’t be able to advocate on your behalf or address the issue with BetMaster.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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11 months ago
Translation
Hello and greetings!!
Regarding my problem to withdraw with Betmaster, it was already resolved today, Monday, January 6th. It took a while to verify the accounts and process them, but in the end they were able to solve my problem and I was able to make my withdrawal through SPEI.
Thank you very much casino guru for being attentive to our anxieties or problems of this type!!!
Automatic translation:
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11 months ago
Dear Edces04,
Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
