Betmaster Casino MX - Player's withdrawals are being canceled.

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Mexico

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2 months ago

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Translation

I am filing this complaint against Betmaster for problems with my withdrawals.

Chronology of the problem:

• On February 24th I attempted to make my first retreat.

• Since that date, each withdrawal request is automatically cancelled after approximately 24 hours and the money is returned to my balance.

My account information:

• My account is fully verified.

• The deposits were made via SPEI.

Casino support told me I needed to place bets with odds of 1.6 or higher to be able to withdraw. Following their instructions, I placed bets totaling approximately 207,264 MXN with odds of 1.6 or higher.

Despite complying with the requirements, the casino continues to cancel my withdrawal requests and repeat the same "insufficient activity" message.

I currently have a balance of 92,689.63 MXN in my account and I have not used any bonuses.

I request Casino Guru's assistance in getting the casino to process my withdrawal or clearly explain what additional requirement I must meet.

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Complaint Specialist

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2 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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Complaint Specialist

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2 months ago

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

If the value of a deposit is not applied to the game in full before a withdrawal is requested, or if there is evidence that a series of bets have been placed that result in guaranteed winnings, regardless of the outcome, or when all bets are considered low risk, the Company reserves the right to request a receipt proving that the bet is not low risk before processing any withdrawal

It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money. Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies. Please let us know if this explanation was satisfactory.

Looking forward to hearing from you.

Best regards,

Attila

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Mexico

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2 months ago

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Translation

Hello,

Thank you for your response and for reviewing my case.

However, I believe this explanation is quite general and doesn't specifically address my situation. I've made multiple deposits into my account and also placed a significant number of bets with odds of 1.6 or higher over several days, so there has been actual gambling activity.

Furthermore, I have not used any bonuses and I have not tried simply depositing and withdrawing funds without playing.

For this reason, I would like to kindly request that the casino explain specifically which wagering requirement they believe has not been met in my case or which exact part of their terms they believe I have violated.

I would also appreciate it if you could verify whether the total volume of bets I have placed already meets the requirements set by the casino.

Thank you very much for your help and I look forward to your response.

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Mexico

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2 months ago

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Translation

Hello, I would like to provide an update on my case.

Since the last review, I have continued betting as instructed by the casino. So far, I have placed over 50 bets with odds of 1.6 or higher.

The total amount wagered with these odds is approximately 217,528 MXN, which far exceeds my current balance.

I currently have a balance of 92,870 MXN in my account.

Furthermore, I would like to point out that the casino has never specified a clear wagering requirement or an exact amount that must be wagered in order to process a withdrawal.

Despite this, I have already placed a significant amount which clearly demonstrates normal gambling activity and compliance with what has been requested of me (placing bets with odds of 1.6 or higher).

For this reason, I believe I have fulfilled the required gaming activity and kindly request that the casino review my account again and proceed with processing my withdrawal.

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Complaint Specialist

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1 month ago

Dear Andygalaxy,

Thank you for your response and for clarifying the issue. Have you had a chance to apply for a new withdrawal? Additionally, is the casino still asserting that the wagering requirements are insufficient?

Thank you for your cooperation.

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Mexico

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1 month ago

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Translation

Dear Casino Guru team,

Thank you for your message.

Yes, I recently requested a new withdrawal of 40,000 MXN. The casino hasn't indicated again that the problem is insufficient wagering. In fact, after my last withdrawal request, Betmaster's security team asked me for additional documents for verification.

First, they requested bank statements, which I sent. They later confirmed receipt and that my account was being reviewed by the relevant department. More recently, they requested a PDF bank statement from another account I previously used for deposits, in order to verify all transactions made on their site.

I have been cooperating with all verification requests and am willing to provide any additional documentation that may be required. My withdrawal request is currently under review.

Thank you very much for your help with this case.

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Mexico

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1 month ago

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Dear Casino Guru team,

I would like to update my case.

Betmaster informed me that their security team requires a PDF bank statement from another account to verify transactions made on their site. However, more than 24 hours have passed and the casino still hasn't told me which specific bank account or period they need the document from.

I have shown full willingness to cooperate and send any necessary files, but so far I have not been given the specific information to be able to comply with your request.

I feel it is important to point out that this lack of specification is unnecessarily delaying the verification process and my withdrawal request.

Thank you for your help.

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Bronze

Mexico

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1 month ago

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Dear Casino Guru team,

I would like to update my case.

To this day, I still haven't received a concrete response from Betmaster regarding the review of my account and my withdrawal request. I have cooperated with all their requests, including sending and resending the requested account statements, but the casino still hasn't provided me with a clear update or confirmed whether any other documents are missing.

I consider it important to state that I have complied with everything that has been asked of me and that the current delay is not due to a lack of cooperation on my part.

Thank you for your help and follow-up.

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Mexico

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1 month ago

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Dear Casino Guru team,

I would like to follow up on my case, as several days have passed without an update.

The casino continues to withhold a clear answer and has not resolved my withdrawal request. I have complied with all requests, including sending and resending documents, but I am currently not receiving any communication from the casino.

I would greatly appreciate it if you could review the status of the case and, if possible, intervene again to request a response from the casino.

Thank you for your support.

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Complaint Specialist

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1 month ago

Dear Andygalaxy,

Thank you for your response. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

Additionally, could you please confirm whether you currently have access to your account?

You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

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Mexico

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1 month ago

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Dear Casino Guru team,

I would like to update my case.

The casino responded by stating that the verification process can take up to 30 business days (or longer in exceptional cases), citing a clause related to investigations in case of possible illegal activity.

However, I consider it important to point out that I have complied with all documentation requests, no specific irregularities have been indicated to me, and no additional pending information has been requested from me.

I am concerned that this situation is being used to delay my retirement process, despite my full cooperation.

I would greatly appreciate your support in reviewing this situation and determining if this timeframe is justified in my case.

Thank you for your help.

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Complaint Specialist

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1 month ago

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

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Casino Analyst & Complaint Specialist

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1 month ago

Dear Andygalaxy,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betmaster Casino MX representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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Casino Analyst & Complaint Specialist

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1 month ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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Betmaster Casino MX

Casino representative

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4 weeks ago

Hello,

Thank you for your message.

We have carefully reviewed the case and can confirm that the customer successfully completed the verification process at the end of March and was able to withdraw their winnings.

At the moment, we do not see any issues on the account. Could you kindly let us know if the player is currently experiencing any difficulties? We will be happy to assist further if needed.

We would also like to sincerely thank the customer for their cooperation during the verification process, as it is a standard procedure.

Thank you very much for your understanding, and please do not hesitate to reach out if you need any further assistance.

Betmaster Team

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Casino Analyst & Complaint Specialist

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3 weeks ago

Dear Andygalaxy,

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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