Betmaster Casino - general discussion (page 3)

Thank you for responding. I'd like to clarify a few important points:

The fact that I was asked for selfies of people who sent me transfers violates third parties' right to privacy and has no legal basis, nor is it covered by any valid KYC (know your customer) policy. I have already consulted with specialists, and this is neither a valid nor proportional requirement.

Negative reviews about the casino don't justify what they're doing to me. The reason I came here to play isn't relevant; what's relevant is that they're withholding my funds without justification.

What I'm asking for is very clear: that the casino return my money, since I haven't committed any violations and have been forced to go through an abusive and irregular verification process.

I appreciate your consideration of lowering the casino's security rating. I ask you to please initiate the formal complaint process with Tomás or whoever is appropriate, and to pressure the casino to provide a clear and fair response.

I await your genuine support in this process. In the meantime, I will continue to spread the word about this situation on other platforms and consider filing a formal complaint with the relevant gaming authority.

Well, I don't know how the casino imagines everything exactly, and it would be best if they explain it, which we will try to find out with the help of the complaint. 

Nevertheless, the casino may have some suspicions and wants to check it out. This is a strange way of doing things and it would be best if we got some more information from them. 

We will try to make the whole process fair, as you said yourself, but I certainly won't promise the result in advance.

So everything will become clear in time, we just have to be a bit more patient as Tomas is not dealing with just one complaint. 

If you have an update, definitely let me know.

I want to clarify something important: the transfers I received were domestic, for small amounts, without the use of bank cards or cryptocurrencies, and all were made by people I knew (tenants).

There is no financial or legal logic that justifies a money laundering investigation under these conditions. It's completely disproportionate to think that a personal account with small amounts can be used for illegal purposes.

Yet the casino demands documents and selfies from these people. This not only violates their privacy, but is not legally enforceable under any data protection legislation.

I'm willing to verify everything related to me as a player, but what the casino is doing isn't a legitimate verification measure, but rather a tactic to delay or avoid payout.

I appreciate your help, and I hope you'll keep in mind that you can't compare a typical retirement case, involving a modest amount, with a high-risk case.

I hope the casino takes a serious approach and doesn't tolerate this practice.

And I don't see this as the only case. I've started reading other complaints very similar to what they're asking me to retain profits.

> I have complied with all reasonable and justified verification processes. Despite this, they continue to withhold my funds for supposedly "additional verifications" that have no legal or logical basis, especially considering the amount in question is $10,000 Mexican pesos and the method was a domestic bank transfer.

I've already handed over my ID and receipts, and now they're demanding third-party documents, which violates the privacy rights of people who have no contractual relationship with the casino.

Given this situation, I'm beginning to suspect that support or verification staff may be acting with internal incentives to withhold funds and deliberately hinder payment.

I request a clear and definitive answer: What is the real reason for the blockage? Is there a legal framework for requesting documents from third parties not related to the contract?

If I don't receive a prompt and justified solution, I will escalate this complaint to consumer protection agencies, international forums, and financial authorities that regulate gaming and data protection.

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I can't tell you why a casino would act this way and why they would want documents from other people who sent you money. It seems strange to me and I haven't come across a case like this before. 

But I'm just an admin on the forum, so Tomas is handling your complaint and I can give you my view on the situation. 

We'll see where it goes from here and if it can be resolved. 

As I mentioned, we'll have to wait a while for that.

The casino justifies its actions by arguing that it is protecting against money laundering and underage gambling, but this explanation is completely absurd and offensive.

I've already submitted all my personal documentation: official ID and selfie, as required by their policies. Furthermore, all my deposits were made via SPEI transfers for amounts under 500 pesos, which is far from constituting a suspicious transaction or justifying a money laundering investigation.

Requesting documentation from third parties not related to my account is not only unfounded, but also represents a serious violation of privacy. There is no clause in their terms and conditions that supports such a demand.

What they're doing isn't protection or regulatory compliance: it's clearly illegal profit-stealing, something sadly common in casinos with dubious reputations and poor oversight.

I hope this situation is evaluated with the seriousness it deserves.

I want to add something important to make it clear in the follow-up of my case:

If there really was a legitimate investigation into money laundering or any other illegal activity, the casino would have already closed my account, permanently frozen the funds, and notified the appropriate authorities.

However, none of that has happened. My account is still active, the balance is on hold without any valid explanation, and they continue to contact me, which proves there's no real investigation.

Furthermore, if they were truly implementing anti-money laundering (AML) policies, they would never request personal documents from third parties not involved in the account, because that is illegal and contrary to any serious regulation.

What they're doing isn't part of any formal protocol, but rather an excuse to withhold my winnings without legal justification, something sadly common in casinos with little transparency.

I appreciate you taking this into account when analyzing my case.

We will only go round in circles if we keep talking about the same things. I understand what you are trying to say, but there is no need to repeat it. The important information will be for the complaint where your problem is being solved. 

I don't want to sound rude or that I don't care, that's not true, but I simply can't do anything about it on the forum, everything will be solved by Tomas for now. 

I realize that this is a new situation for you, so try to be patient and let us work through it. 

When you have an update then please write me.

WELL, an update on my case, although I haven't received any report or response on the progress of the seizures yet... I would very much like to say that I was wrong, that the CASINO has kept its promise to release my funds, complying with its repeated refusals to send documents. That violates current protection laws and conditioning what would be the release of my funds with that.

But unfortunately, just as it seems that the system they use for illegally withholding funds is already well-structured, it was not like that... since yesterday I sent all the complete documents that they requested and they themselves told me that for now everything is complete, however, they have not given me a date on which I will be able to withdraw nor have they considered the verification complete, just an evasive response to continue wearing down the player. Attached capture

Here they give me an elegant threat that if I don't deliver the third-party documents I won't receive my payment, and that even if I deliver them, although it wasn't the right thing to do, they still didn't give me a clear answer to anything and they've ignored me. I suppose they've run out of ideas.

Another new piece of information is that the casino apparently does not operate in accordance with the Mexican license since in some other forums it is restricted in Mexico and when I asked the reason... I was surprised to learn that they do not have the proper permits to operate in Mexico and with which they promote themselves.

And it is surprising that this system of abuse against the user is being carried out with such high ratings on several pages where these complaints are published, which are very similar to each other, and that it is still allowed to have a good reputation, seeing that this is not an isolated case, but a very common practice and pattern that has been operating for years.

It's surprising that no one notices this and that most complaints go unresolved because the player gets discouraged and stops answering because they don't see real support.

I even see complaints that were closed due to lack of cooperation from the casino! This speaks to a site that feels totally confident that its reputation won't be affected by anyone's rights being violated.

Just look at the average rating of 1.3 on tust.. or on ask.., which doesn't even have permission, it's restricted in Mexico, and another of the largest forums to consult legal casinos.

Hello,

Sadly, Jaro won't be back to continue in this conversation anytime soon, and I'm unable to catch up with all your posts and history.

I anticipate that the complaint will identify and explain all the issues. Please submit a complaint; I look forward to seeing the outcome. Given that the situation is quite unusual for both parties, I believe it would be unwise to speculate. The same goes for some score "on trust."

Maybe next time, avoid casinos without your preferred license; it appears to be one of your concerns, so that would be one problem less, I suppose.

In simple words, they do not want to get involved in this because they have no arguments to defend the indefensible, well... This forum is to defend and intervene for the users since I believe that the casinos are not in a position of disadvantage since they are an organization, whether of this type with practices that go beyond the law or those that do comply with payments in a timely manner and act in accordance with what is legal and ethical,

No problem with that, I know they're not going to give their opinion. Just look at the number of complaints they have with a positive resolution and the review where they say there are few or no complaints, when it's not by assumption that there are clearly quite a few complaints and all with an alarming similarity that even the most novice researcher would notice with a simple reading of the first cases...

Well, I don't want you to advocate for any of them. I accept your neutral position as observers rather than mediators of the situation. The only thing that I don't think could affect a site that has the trust of its players is that they maintain such a high rating and a review that seems more like approval on their part for users to use a page that is not speculation, that they already have proof and evidence that they are not acting like a normal betting house.

And this is as if they were inviting users to be scammed. In the long run, such unethical casinos sooner or later suffer from the accusations and the loss of their users, and if you were the ones who helped attract these users, it will also inevitably affect you.

Finally, the problem is not which license is my favorite or whoever's. The real problem is the non-compliance with important laws for the protection of consumer rights. The abusive practice of verifications, demanding whatever they please, justifying it with a legal loophole in their terms that says they can ask for whatever they want to verify. But that term, even if it says that, cannot override the laws. That is the real problem: they are not complying with the basic laws of the country in which they are making money from their users.

Licenses from anywhere cannot exclude or override the laws of the country where they operate. I am surprised by that comment.

It appears that there may have been a misunderstanding. Perhaps there was a miscommunication during the translation from Spanish to English and back.

Well, we are already involved and taking care of your situation because my colleague is investigating your complaint. I honestly do not understand your opinion at this point.

However, we have fairly addressed the complaint.