The player from Mexico had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player’s account had been fully verified on February 4th, but the casino had repeatedly rejected her withdrawal requests of $9,000.06 MXN without explanation, returned the funds to her balance, and eventually blocked her access citing alleged violations. The player had confirmed that her payment card was used on another account belonging to her mother on the same platform, which breached the casino’s terms regarding multiple related accounts and shared payment methods. After reviewing the case, we concluded that the casino’s decision to withhold the funds and block the account was justified under its terms, and the complaint was rejected as unjustified.
Betmaster Casino MX - Withdrawal of player's winnings has been delayed.
Unjustified complaint
Amount: Mex$9,000
Betmaster Casino MX
Safety Index 9.3 Very highCase summary
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Dear Nutria,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Translation
February 8 Update: Betmaster's complaints team just contacted me, admitting that I already completed the basic verification, but now they're claiming an 'additional' security verification without giving any specific reasons. This confirms that they are arbitrarily withholding my funds of $9,000 MXN and indefinitely extending the deadlines, even though my account already has the verification badge ✅. I've attached proof of their response so the mediator can see how they continue to delay the payment.
TranslationI've attached two additional screenshots:
One statement shows my balance before and the other shows it now, where FWD points appear that the casino has added to my account without my request. I want to make it clear that I did not request these points and I don't intend to use them. My only priority is withdrawing my $9,000.06 MXN. I'm making this public to prevent the casino from using these 'phantom' points as a pretext to block my withdrawal or claim that I have active bonuses.TranslationUpdate: The casino rejected my previous withdrawal without explanation and returned the MXN $9,000.06 to my main balance at 12:17 AM on Monday. Immediately, at 12:20 AM, I requested another withdrawal (ID: 62D3A40C). Proof attached. This confirms that the casino is trying to get me to gamble my winnings, but I stand by my withdrawal request.
TranslationURGENT - SECOND UNJUSTIFIED REJECTION: Today, Tuesday, February 10th, the casino again rejected my withdrawal of $9,000.06 MXN without any explanation, returning the money to my main balance at 10:05 am. Immediately, at 10:06 am, I requested the withdrawal again (ID: 759AEC86). This confirms a pattern of harassment to force me to wager my winnings. I demand the immediate intervention of the mediator, as my account is verified and there is no legal reason for these constant rejections.
TranslationUPDATE FEBRUARY 11: The casino has rejected my withdrawal of $9,000.06 MXN for the THIRD TIME without any explanation. The money was returned to my balance today at 4:07 pm, and I requested the withdrawal again at 4:08 pm (ID: 62E2C3AD). It is clear that Betmaster is systematically ignoring my requests to force me to gamble the balance. I urgently request that mediation be expedited, as this is abusive behavior.
TranslationURGENT UPDATE - FEBRUARY 12: Betmaster Casino continues its pattern of harassment. Today, Thursday, at 5:14 pm, they rejected my withdrawal again without any explanation. Immediately, at 5:15 pm, I requested the withdrawal again with ID: 5A285CE8.
This is the FOURTH consecutive rejection of my winnings of $9,000.06 MXN. It's clear the casino is waiting for me to wager the money, which isn't going to happen. I demand the immediate intervention of the Casino Guru team regarding this obvious attrition tactic.
"TranslationUpdate February 13: In addition to the constant rejections, the casino is now blocking me from accessing my account by displaying an 'Authentication Error'. I have attached proof. This is clearly retaliation for my complaint.
TranslationHello to the Casino Guru team,
I am updating my case with very worrying information. Today, February 13th, Betmaster casino has completely restricted access to my account. When I try to log in, the system displays a persistent "Authentication Error."
This happened right after my withdrawal of $9,000.06 MXN (Reference Number: 5A285CE8) was rejected for the fourth time in a row, and after I had filed formal complaints. It seems like direct retaliation to prevent me from continuing to claim my legitimate earnings.
Furthermore, I tried contacting them via email at their official support address, but the message bounced back, indicating that the address did not exist or could not be found. The casino has cut off all communication channels while withholding my funds.
TranslationI wish to update my case with important information regarding the casino's position. Betmaster alleges that I have violated their terms (Clause 11) because I used my card to deposit into a family member's account. I want to clarify that this was a good-faith mistake due to lack of knowledge, and that we are two different people with real and verified identities.
However, I believe the casino is using this as a convenient excuse not to pay, resulting in the following contradictions:
Acceptance and Verification: The casino accepted my deposits and verified my identity (KYC) on February 4th without issue. Only when I won and tried to withdraw the $9,000.06 MXN did they decide to apply this clause and block my access.
Balance manipulation (FWD coin injection): The most serious issue is that casino staff manually injected coins into my account to induce me to buy bonuses and continue betting.
Evidence request: Due to an 'Authentication Error', I cannot access my transaction history. I request that the mediator require the casino to provide my account transaction log. This will show that they charged funds externally.
It is unacceptable that the casino considers me 'eligible' to receive bonuses and deposits, but 'offending' when it comes to paying out my winnings. I demand payment of my funds or a full refund of my deposits due to this manipulation.
TranslationI am informing the mediator that Betmaster Casino has stopped responding to my emails after I inquired about the manual deposit of funds into my account. Furthermore, I am still unable to access my account history due to the authentication block. I await your intervention.
TranslationHello to the Casino Guru team,
I am updating my case with relevant information. Betmaster casino has responded to my complaint on other public portals admitting that the blocking of my account for $9,000.06 MXN (Reference: 5A285CE8) is due to an alleged violation for 'multiple accounts'.
However, the casino still hasn't responded to the following critical points that demonstrate its bad faith:
Balance Manipulation by Staff: I reiterate that casino staff manually injected FWD points into my account to induce me to continue gambling. If my account was 'in violation,' why did the staff actively intervene to prevent me from stopping playing?
Prior Verification: My account was fully verified (KYC) on February 4th. It is unacceptable for the casino to validate an identity, accept deposits, and promise payouts, only to then void winnings based on 'subsequent' findings that should have been detected during the initial verification.
Obstruction: I continue to experience a persistent 'Authentication Error' that prevents me from accessing my history to obtain additional evidence, which I consider direct retaliation.
I request that the mediator demand from the casino the technical log of my account transactions, where the manual injection of coins by their team can be verified.
Dear Nutria,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
TranslationHi Karla. Thanks for following up.
I confirm that I have NOT received the requested refund. On the contrary, Betmaster Mexico casino has blocked my access with an 'Authentication Error' and on other public websites has responded alleging a supposed breach due to 'multiple accounts'.
However, I want to highlight three points that demonstrate the casino's bad faith:
Prior Validation: My account was fully verified (KYC approved) on February 4th after a rigorous process. It is contradictory that they validated and accepted my deposits only to then cancel my winnings of $9,000.06 MXN based on alleged subsequent findings.
Balance Manipulation by Staff: Casino staff manually injected FWD points into my account to encourage me to continue gambling. If my account was 'in violation', why did the casino team actively intervene to keep me playing?
Lack of evidence from the casino: I request that the casino be required to provide the technical log of transactions, where the manual injection of coins by its staff can be verified, which invalidates any subsequent blocking argument.
I await your valuable mediation to recover my funds.
TranslationHi Karla, I've attached an important update: The Trustpilot support team has reviewed the evidence in my case (including my verification history and withdrawal reference 5A285CE8) and has determined that my claim is legitimate, rejecting any attempt by the casino to retract my public complaint.
I believe this supports the veracity of my statements in the face of Betmaster's evasiveness so far. I am still waiting for the casino to respond regarding the manual injection of FWD points into my account.
Dear Nutria, thank you for your response. 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?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
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.
Karla
Translation"Hi Karla. Thanks for following up. Here are my answers to your questions to clarify the situation:
Previous successful withdrawals? No, this was my first major withdrawal after winning the $9,000.06 MXN.
KYC verification? Yes, confirmed. I went through two verification processes and my account was fully validated on February 4th. I'm attaching the screenshot again that proves my account was in order before the block.
Winnings with or without bonus? Winnings were accumulated using real money. However, I want to emphasize that the staff manually injected FWD points into my account to encourage me to continue playing, which is an irregular practice if they suspected any wrongdoing.
Type of game? Casino
Communication with the casino: Attached are screenshots of the emails sent and the withdrawal reference number 5A285CE8. I will also send the available transcripts to your email address. karla.m@casino.guru .
As I mentioned earlier, Trustpilot has already validated my case as legitimate after reviewing my documentation. I'll be waiting for any further details.
.Dear Nutria, thank you very much for your response. To better understand your current situation, could you please confirm the following details?
· Could you please clarify the exact date when you requested the withdrawal?
· Could you let us know how long did your last successful withdrawal took to be processed?
· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
Thank you once again for your patience and cooperation.
Karla
TranslationHi, Karla.
Thank you so much for the detailed follow-up on my case. I confirm that I have already sent an email to your address ( karla.m@casino.guru ) all the requested documentary evidence, including:
Confirmation of my successful KYC verification on February 4th.
Capture of the pending withdrawal for $9,000.06 MXN (Folio 5A285CE8).
Evidence of the manual injection of FWD points by casino staff, carried out even when there were already obstacles to my withdrawal.
My case was validated by the Trustpilot team, who confirmed the legitimacy of my evidence.
I reiterate that my account was fully validated before the block, therefore I believe that its closure and the withholding of my winnings have no legal basis. I await the casino's response within the established timeframe.
Kind regards."
Dear Nutria,
Thank you for your update and for providing the additional information and documents.
To better understand the situation regarding the alleged violation mentioned by the casino, I would kindly ask you to clarify a few details.
Could you please explain why you deposited using your payment card into your family member’s account and on what occasion this happened?
Additionally, could you confirm whether this other account was created on the same platform (Betmaster Casino MX) as the one you are currently using?
Finally, please let us know if the other account is fully verified and whether the account holder is a different individual with their own identity documents.
Your clarification will help us assess the situation more accurately and determine how we can proceed with the case.
Thank you in advance for your cooperation.
Karla
TranslationHi Karla. Thank you for the opportunity to clarify this point with complete transparency:
1. Regarding ownership: Yes, the other account belongs to my mother. It is a real account, with her own identity and documents, which has also been fully verified by the casino.
2. Regarding card usage: It is true that my card was used on several occasions for deposits and withdrawals from my mother's account. As we are immediate family members who share household expenses and finances, we were unaware at the time that this strictly violated the terms of use, since there was no intent to defraud, abuse bonuses, or misrepresent our identities.
3.The decisive point: Despite these previous moves, Betmaster casino accepted my personal registration and, after reviewing my documentation, granted me official verification (KYC) on February 4th.
If the casino system detected this card link, it should have prevented my registration or denied my initial verification. By validating my account on February 4th and allowing me to play and win legitimately, the casino accepted my account as valid. Blocking me only when I try to withdraw a significant winnings of $9,000 MXN seems like a disproportionate and opportunistic measure.
I hope it can be appreciated that there was no malice, but rather a familiar use of payment methods between two real and verified individuals.
Dear Nutria,
Thank you for your clarification and cooperation throughout the complaint process.
After reviewing the information you provided, we have to note that you confirmed that your payment card was used on another account belonging to your mother on the same casino platform. Even though both accounts may belong to real individuals, the use of the same payment method across two different accounts is generally considered a serious breach of the casino’s Terms and Conditions.
Most online casinos strictly prohibit:
- creating or operating multiple related accounts, and/or
- using the same payment method on more than one player account
Unfortunately, based on your own statement, this rule appears to have been breached in this case. While we understand that this may have happened without fraudulent intent, casinos are entitled to enforce these rules as part of their anti-fraud and security policies.
For this reason, we are unable to continue pursuing this complaint, and it will now be rejected as unjustified.
I understand this is probably not the outcome you were hoping for, but based on the available information, we consider the casino’s decision to be in line with its terms of use.
Karla
