The player from Mexico faced a delayed withdrawal of 23,145.55 MXN from Betmaster, despite having completed the verification process. He alleged that the casino used delaying tactics and provided only generic support responses, while holding his funds without justification. The player had placed a sports bet without using a bonus, and although all documents were reviewed, the casino's response was slow and repetitive, exceeding their stated response time. The complaint was closed by the Complaints Team because the delay appeared linked to an internal investigation of unusual sports betting activity, which the team was not equipped to evaluate. Consequently, no resolution was provided by the Complaints Team at that time.
Betmaster Casino MX - Player's withdrawal request is delayed by casino.
Closed
Our verdict
Other
Amount: Mex$23,147
Betmaster Casino MX
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Translation
Complaint against Betmaster – Unpaid withdrawal and abuse of support
Casino: Betmaster
Problem type: Delayed withdrawal / Unpaid earnings
Amount in dispute: 23,145.55 MXN
Country: Mexico
Complaint description:
I am filing this complaint because Betmaster has unfairly refused to process my withdrawal, even though I have met all the requested verification requirements.
I requested the withdrawal of my funds obtained from a legitimate bet and since then Betmaster has engaged in delaying tactics and abused its support system to avoid making the payment.
The facts are as follows:
• I successfully completed the entire verification (KYC) process.
• I sent the requested documentation repeatedly, even though it had already been sent previously.
• Betmaster support only responds with generic messages, indicating that my case "is under review", without giving clear explanations or specific deadlines.
• Every time I request an update, I receive the same automated response, with no real progress.
• My funds continue to be held without justification, while the casino continues to operate normally.
Additionally, Betmaster does not have a physical headquarters or known legal representative in Mexico, which leaves the consumer defenseless in the event of non-payment.
I believe this behavior constitutes unfair treatment, malpractice, and a possible deliberate strategy to delay or avoid paying profits.
I respectfully request Casino Guru's intervention to mediate this case and help ensure my funds are released immediately.
I am willing to provide:
• Screenshots of the requested withdrawal
• History of emails and chats with support
• Verification receipts and submitted documentation
I appreciate your support and remain attentive to any further requirements.
Automatic translation:
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3 weeks 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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3 weeks 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.
- What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?
- Did you accumulate your winnings with or without a bonus?
- Have your documents been reviewed by the relevant department, or are they still being checked?
- When was the last time the casino communicated with you regarding the review of your account?
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
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3 weeks ago
TranslationThe bet was made through a sports bet on Champions League matches on January 20th.
These were not bonus bets, it was real money.
I already sent all the documents and they have been reviewed, but they put obstacles in my way because of some documents, but in their opinion we still have to wait.
The casino's support is very systematized; they've only communicated via chat and respond every two days, but they always say the same thing and there's no resolution. Their terms and conditions state that they should give me a response within 5 to 8 business days, but it's been 14 to 20 consecutive days.
Automatic translation:
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2 weeks ago
Thank you for your patience throughout the complaint process.
Please understand that if you have only placed one sports bet, the casino may have detected unusual activity related to sports betting, which has led to an investigation and hindered the processing of your withdrawal request. Unfortunately, we lack the expertise and tools required to properly evaluate disputes related to sports betting. This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.
We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.
We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.
Best regards
Veronika
