Betmaster Casino MX - Player’s withdrawal request was cancelled.

I have made more than 355 deposits and withdrawn more than 181 times, all withdrawals were instant, but clearly when they were for smaller amounts, and as one user on this forum said, when I started winning the withdrawals stopped working, just giving me the runaround, even my VIP agent telling me that their specialized team has not given them an answer, but they have already rejected my withdrawal and put it in my balance again, I think it is a clear attempt to make me play that money and lose it, but I have already taken a break from casino games so I blocked them within the same casino, fortunately that option exists, that is why I wanted to ask for your help to help me know what they want so I can withdraw, I have been verified for a long time and as I have said, I have withdrawn 181 times and deposited 355 times without any problem and now that I have 24,000 to withdraw, it no longer allows me to do so, I want to ask for your help to find out the reason and stop giving me long and evasive ways to pay me

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’ve been experiencing. To better understand your situation, could you please clarify the following:

• Which payment method did you select for your most recent withdrawal request that was cancelled by the casino?
• Was it the same payment method you previously used for your successful withdrawals?
• Did the casino provide an explanation for why your withdrawal request was cancelled and the funds returned to your player account?
• Were your winnings accumulated with or without an active bonus?
• What types of games did you play — slots, live casino games, or sports bets?

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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The accumulated profits were won in part by the live casino and then by an activated bonus and I was able to complete the rollover and take approximately 14,000 mx plus the 10,000 mx that I had, giving a total of 24,000 and when I tried to withdraw by the usual method spei bank transfer, coincidentally the withdrawals no longer worked, I contacted my betmaster advisor and made me wait all weekend and on Monday he told me that they required all the account statements of all the accounts with which I have deposited and some receipts for verification, I understand that part although my account was already verified previously and my withdrawals were in seconds why just now that I win something they put so many problems and requirements to withdraw, I have spent the whole week getting everything they lost since some bank accounts with which I deposited I no longer have them, I intend to send the documents between today and tomorrow since I still have not gotten some account statements, they are accounts that I had active in 2022, if the casino I want to check that all deposit accounts are mine, all accounts used are mine

I want you to see the amount of deposits and withdrawals made, they never asked for an extra document only until I earned a little more than normal, my account was verified and now they ask me for a lot of documents

Thank you for your detailed explanation. To better understand your case and move forward with the investigation, could you please clarify the following:

• Which documents have you been most recently requested to submit?
• Are there any documents still pending verification in your account?
• When was the last time the casino contacted you regarding additional verification?
• Have you submitted the documents from 2022 to this casino before?
• Could you clarify which of your old bank accounts you no longer have access to, and whether you can provide alternative proof that those accounts previously belonged to you (for example, old statements, screenshots, or closure confirmations)?
• Did the casino explain why they require documents from accounts used as far back as 2022?

Dear angelescar16,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of angelescar16. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following email:

I apologize for not responding sooner; I had an accident and was unable to reply these past few months. However, I have now managed to send all the documents for verification. The only thing I haven't been able to obtain is a card I used three years ago, but my account had already been verified previously. Everything was in order and in my name. I hope you can understand that I no longer have access to that account or the card. Aside from that, all the other documents were sent.

Thank you for getting back to us. I’m sorry to hear about the accident you had, and I hope you’re feeling better now. Let’s take a closer look at your case.

• Have you verified the card you used three years ago at this casino before?
• When was the last time you used this card for depositing or withdrawing money at this casino?
• Have you lost access to the bank account this card was linked to?
• Have you contacted your bank to issue an official confirmation that you used to own the card requested by the casino?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint again.