Betmaster Casino MX - Pelaajien kotiutuspyynnöt ovat viivästyneet.

I deposited approximately 48,000 MXN and played Speed ​​Blackjack with standard bets of between 150 and 250 MXN per hand. I did not use contrarian bets, hedging strategies, or any type of "safe bets."

Initially, my withdrawal requests were canceled. When I contacted customer support, I was informed that I had to wager my entire deposit amount before I could withdraw.

Following his instructions, I continued playing until I had bet at least the total amount of my deposit.

After fulfilling this requirement, I requested a withdrawal of 10,000 MXN. The request was approved in the system, but was later canceled without explanation.

Upon contacting customer service again, I was repeatedly sent a generic response stating that my "betting pattern does not meet normal gaming standards" and referencing "safe bets," even though I played standard single-seat blackjack with normal betting amounts.

I have requested several times:

• the exact amount of the remaining bet

• which games or bets are considered valid

• confirmation that blackjack counts

However, they refuse to provide specific information and continue to send generic responses.

I believe I have followed your instructions and terms. I request assistance in reviewing my account so I can withdraw the remaining balance.

I'm sharing screenshots of conversations I've had with support.

Deposité aproximadamente 48,000 MXN y jugué al Speed ​​Blackjack con apuestas estándar de entre 150 y 250 MXN por mano. No utilicé apuestas contrarias, estrategias de cobertura ni ningún tipo de "apuestas seguras".

Inicialmente, mis solicitudes de retiro fueron canceladas. Al contactar con el servicio de atención al cliente, me informaron que debía apostar el monto total de mi depósito antes de poder retirar.

Siguiendo sus instrucciones, continué jugando hasta haber apostado al menos el monto total de mi depósito.

Tras cumplir con este requisito, solicité un retiro de 10,000 MXN. La solicitud fue aprobada en el sistema, pero posteriormente fue cancelada sin explicación.

Al contactar de nuevo con el servicio de atención al cliente, me enviaron repetidamente una respuesta genérica indicando que mi "patrón de apuestas no cumple con los estándares normales de juego" y haciendo referencia a "apuestas seguras", a pesar de que jugué al blackjack estándar con un solo asiento y montos de apuesta normales.

He solicitado varias veces:

• el importe exacto de la apuesta restante

• qué juegos o apuestas se consideran válidos

• la confirmación de que el blackjack cuenta

Sin embargo, se niegan a proporcionar información específica y siguen enviando respuestas genéricas.

Creo que he cumplido con sus instrucciones y términos. Solicito ayuda para revisar mi cuenta y poder retirar el saldo restante.

Comparto imágenes de conversaciones que he tenido con soporte

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betmaster Casino MX.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify the amount you wagered and the length of your game session?
• Have you made any deposits to the casino in the past?
• Was there any gambling activity on your account before you deposited 48000 MXN in the casino?
• Could you please specify which payment method you have used to deposit? Have you requested a payout using the same payment method?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas, thank you very much for your support.

I'd be happy to answer your questions:

1- Could you specify the amount you bet and the duration of your gaming session? RE = I played 335 hands in 4 rounds (one of 80 hands and three of 85 hands). Amounts between $200 and $250 MXN per hand.

2- Have you made any deposits at the casino before? RE = This is the first time I've made a deposit into the account, as well as a withdrawal, although my verification shows 100%.

3- Was there any gambling activity on your account before depositing 48000 MXN at the casino? RE = No, it's the first time I've played at Betmaster, this has never happened to me with a casino before.

4- Could you specify which payment method you used to make the deposit? Have you requested any withdrawals using the same payment method? RE = I used SPEI for both deposit and withdrawal. My bank account for SPEI is already linked and verified.

Anything else, I'm on the lookout.

Thank you so much

Hola Tomas, muchas gracias por el apoyo.

Con gusto te respondo a las preguntas que realizas:

1- ¿Podría especificar la cantidad que apostó y la duración de su sesión de juego? RE = Jugué 335 manos en 4 rondas (una de 80 y 3 de 85 manos). Cantidades entre $200 y $250 mxn por mano.

2- ¿Has realizado algún depósito en el casino anteriormente? RE = Es la primera ver que realizo depósito en la cuenta, como retiro, aunque mi verificación aparece al 100%.

3- ¿Hubo alguna actividad de juego en su cuenta antes de depositar 48000 MXN en el casino? RE = No, es la primera vez que juego en Betmaster, nunca me había pasado esto con un casino.

4- ¿Podría especificar qué método de pago utilizó para realizar el depósito? ¿Ha solicitado algún retiro utilizando el mismo método de pago? RE = Utilicé SPEI, tanto como método de depósito como retiro. Mi cuenta bancaria para SPEI ya está vinculada y verificada.

Cualquier otra cosa, estoy al pendiente.

Muchas gracias

Hello,

I will provide more information on the case. The casino remains generic, ambiguous in its responses, and simply asks me to keep playing, without providing clear information about the Roll Over requirement for withdrawal, despite having significantly exceeded 100% of my deposits playing Playtech Speed ​​Blackjack with single hands.

I am also sharing an Excel image with the complete history of hands played, recorded by Playtech.

I'd be happy to share the file.

Thank you.

Hola,

Aportaré más información al caso. El casino sigue siendo genérico, ambiguo en sus respuestas y solo piden que siga jugando, sin dar una información clara de Roll Over necesario para retirar, a pesar de haber superado bastante el 100% de los depósitos jugando Speed Blackjack de Playtech en manos simples.

Comparto también una imagen de excel con el historial completo de manos jugadas, registradas por Playtech.

Con mucho gusto puedo compartir el archivo.

Gracias.

Dear KMALDONADO,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you KMALDONADO for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betmaster Casino MX for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Thank you very much, Tomas and Peter. I'll be happy to provide any information you need from me.

Greetings!

Muchas gracias Tomas y Peter. Cualquier información que necesiten de mi parte, estaré muy atento para proporcionarla.

Saludos!

Hello,

Thank you for your request.

In order for us to assist the customer with the issue, could you please provide us with the phone number the account was registered with?

With the provided data, we could not identify such a user in our system.

We look forward to your reply,

Best regards.

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.

Thanks Peter.

One question: if Betmaster doesn't respond in time and closes this complaint, is there anything else I can do?

Greetings

Gracias Peter.

Una duda, en caso de que Betmaster no conteste a tiempo y cierren esta queja, ¿puedo hacer algo más?

Saludos

Hello,

I'm still waiting for a response. Your support is a great help.

Greetings

Hola,

Seguí esperando una respuesta. Su apoyo es de mucha ayuda.

Saludos

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Unfortunately, the casino's regulator doesn't offer a way to escalate your complaints further.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter Cole

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

Hello everyone,

My name is Michal, and I will be taking over this case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betmaster Casino MX,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear KMALDONADO,

I have been informed by the casino that you are currently experiencing difficulties in providing the required documents, and the case is under review by the security department.

Can you confirm this?

Hello Michal,

Thank you very much for reopening the complaint and for taking over the case.

Since the complaint was originally closed, I have remained in contact with Betmaster's Security Department and have continued cooperating with all verification requests.

I have submitted multiple identity and banking documents, including account statements, payment evidence, card ownership verification, and other documents requested by the casino.

At this stage, my main concern is that the verification process has been ongoing for several weeks, with repeated requests for additional documentation and delays caused by misunderstandings regarding documents that had already been provided.

My account remains unable to withdraw funds despite my continued cooperation.

I am fully willing to provide any additional information required, but I would appreciate assistance in obtaining:

• Confirmation of which specific documents are still missing (if any)

• Confirmation that, once verification is completed, withdrawals will be enabled

• A clear timeline for the completion of the verification process

I appreciate your assistance and remain available to cooperate with both Casino Guru and Betmaster.

Kind regards,

Kevin

Dear KMALDONADO,

Thank you for your clarification and your willingness to cooperate by providing any necessary information.

Dear Betmaster Casino MX,

Could you please inform us about the specific requirements needed from the player to successfully complete the verification procedure?

Hello Michal,

Thank you for reopening the complaint and for your assistance throughout this process.

I would like to provide an update regarding the case.

After completing the identity verification process requested by Betmaster's Security Department and providing the required documentation, my account was successfully verified.

Following the verification approval, I was able to process withdrawals successfully and have now recovered the full remaining balance from my account.

Therefore, I consider the financial aspect of the complaint resolved.

I appreciate the efforts made by Casino Guru to facilitate communication and help move the case forward.

Thank you again for your support. The complaint may now be marked as resolved.

Kind regards,

Kevin

Dear KMALDONADO,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal V

Casino.Guru