Betmaster Casino MX - Pelaajan kotiutus on viivästynyt.

Last Saturday I tried to make a withdrawal of 60,000 pesos which have been my winnings that I have left from the games, previously I had made withdrawals without problems, but it is not worth noting that my account is verified and when I tried to make this last withdrawal for 60 thousand pesos I contacted support and told me that I should send additional documents for a second verification, bank statements, selfies with my cards and my identification, account statements, etc. Anyway, I sent the requested documents but it was chaos for them to receive them, they told me that they could not find them in their mailbox, that they were not the correct ones and many more excuses and well after so much hassle they told me that they had already been sent to the verification department and that I only had to wait a maximum of 5 days and it has been more than 5 days and they have not resolved anything, my withdrawal is still held, I contact support and they tell me that there is no news that I should wait that they cannot speed up the process. I am already desperate since I had a problem that to resolve it I need to make a couple of payments but my money is held and that's all I have, I begged them to support me in following up on my case, but they ignore me, they just tell me to wait, as soon as we have news, we'll contact them, but the waiting time has already exceeded, I don't want to lose that money, that's all I have 😭 Please help me, I have no intention of giving the casino a bad reputation, I just want you to help me with this.

El pasado sábado intente hacer un retiro de 60,000 pesos que han sido mis ganancias qué me han dejado los juegos, anteriormente ya había hecho retiros sin problemas, pero no cabe destacar que mi cuenta esta verificada y cuando intente hacer este último retiro por 60mil pesos me contacto soporte y me dijo que debería de enviar documentos adicionales para una segunda verificación, extractos bancarios selfies con mis tarjetas y mi identificación estados de cuenta etc.. En fin envié los documentos solicitados pero fue un caos para que me los recibieran me decían que no los encontraban en su buzón, qué no eran los correctos y muchos más pretextos y pues bueno después de tanta lata me dijeron que ya se habían enviado al departamento de verificaciones y que solo tenía que esperar máximo 5 días y ya van más de 5 días y no me resuelven nada mi retiro sigue retenido me comunico a soporte y me dicen que no hay novedades que espere que no pueden acelerar el proceso ya estoy desesperada ya que yo tuve un problema del cual para resolverlo necesito hacer un par de pagos pero mi dinero esta retenido y es con lo único que cuento les suplique que me apoyarán a darle seguimiento en mi caso pero me ignoran solo me dicen espere en cuanto tengamos novedades nos comunicamos pero esque ya rebasó el tiempo de espera no quiero perder ese dinero es con lo único que cuento 😭 ayúdenme porfavor yo ko tengo intenciones de darle mala fama al casino solo quiero que me ayuden con esto.

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Dear Stephanie18,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino regarding your withdrawal.

To better understand your situation and assist you effectively, could you please provide more details by answering the following questions?

• What specific documents did you send for the second verification?
• Can you confirm that you have provided all the required documents in the required format as soon as possible?
• Did the casino notify you regarding the potential duration of the verification process?

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,

Kristina

I sent a selfie holding my ID, my bank card, and the casino message in the background. I sent four bank statements in PDF format, just as they requested, along with a photo of my ID.

After this, they told me that they had passed the documents to the corresponding area and that the process takes approximately 5 business days, but it's been 8 days and they still say that there is no news about my case and that I really need to withdraw it, it's the only thing I have and my son passed away and therefore I need to cover funeral expenses.

Envié selfie sosteniendo mi identificación, mi tarjeta bancaria y con el mensaje del casino de fondo, el envié 4 estratos bancarios en formato pdf tal cual me lo pidieron y fotografía de mi identificación.

Despues de esto me dijeron que habían pasado los documentos al área correspondiente que el proceso lleva aprox 5 días hábiles pero ya van 8 días y aun dicen que ko hay ninguna novedad sobre mi caso y esque de verdad me urge retirar es con lo único que cuento y mi hijo falleció y por ende necesito solventar gastos fúnebres.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I just sent you an email with the history of the conversation I had with support.

Le acabo de enviar un email con el historial de la conversación que tuve con soporte

Could you confirm if you received them?

Me podría confirmar si los recibio

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Stephanie18,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative, could you please provide more information about this case and state the reason why the player´s withdrawal were not processed?

Thank you in advance for providing the information.

Update: next Saturday will mark a month and they haven't solved anything, they just tell me to wait...

When they assured me it would only take a maximum of 5 business days, it's been almost 30 days and they haven't resolved anything and I urgently need a solution now.

Actualización, el sábado próximo ya se cumple un mes y no me han solucionado nada solo me dicen que espere...

Cuando me aseguraron qué solo demoraría máximo 5 días hábiles ya van casi 30 días y no me resuelven nada y me urge una solución ahora.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Stephanie18,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina