Betmaster Casino - general discussion (page 6)

Why can't I withdraw my money if I deposited through Oxxo? 😔

Hello casino guru, I discovered you this week and I'm reading all the complaints and observations from the other players.

Context:

I have a case: I've had a Betmaster account for several years now, I've had bonuses, free bets, my welcome bonus, etc., it's been a great casino for me... until this week.

First problem:

On October 26, 2025, I tried to withdraw more than 40,000 pesos and was unable to. On October 28, 2025, customer service informed me that the withdrawal was now possible. I proceeded with the withdrawal: I withdrew 20,000 pesos.

Current problem:

I kept playing, and on October 29th I tried to withdraw 49,000 pesos, and since then, customer service has just been giving me the runaround. Today I have 68,000 pesos.

Attempted solution:

1) Continue playing sports betting

2) Withdraw with a 5% commission via SPEI.

My profile:

1) I don't have other accounts, I bet from 3 devices, 2 laptops and my cell phone.

2) I only use one deposit and withdrawal method, a Nu Bank debit account

3) My account has been verified for several years.

4) I only bet on sports.

Differences with other cases in casino guru:

1) They haven't asked me for any additional documents

Betmaster's comment:

Hello!

Your withdrawal request is being processed, and we have sent a request to our team for further review.

Your transaction status will be updated soon; please check back later. If further action is required, we will notify you immediately.

Thank you for your patience.



Please, I ask for your assistance because it is a very important amount of capital for me.

Hi, that would probably be a good question for the casino. What do you mean by not being able to withdraw money? Is it not possible in general, or is it not possible using the same payment method? How long has this situation been going on, please? 

Hello, I have read everything about your situation. According to what the casino wrote in their email, they are checking your withdrawal. Maybe it just takes time and you have to be patient. Sometimes things don't happen right away.

I would add, however, that if you bet on sports, we can't help you with that because we don't deal with that area and don't have experts in it.

But to at least try to help, I'm sharing some links where they might be able to resolve your situation.

You can find them here: 

https://www.safebettingsites.com/complaints/

https://www.bookmakersreview.com/sportsbook-complaint/

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

Please try them and let me know how it went?

Hi Jaro, thanks for your prompt reply.

Although I do bet on sports, it's just for context; my casino balance is the same for sports or casino games.

UPDATE:

They have asked me for documents from all my bank statements to verify me again.

I will keep you updated on any progress.

Okay, that's definitely a positive step.

I'll wait and see if everything works out and you manage to verify account. 🙂

Good luck.☘️

Hello, good afternoon. Has there been any further response regarding my problem?

What problem are we talking about? I see that you filed a complaint here six months ago, but you stopped responding, so it was closed. 

So why should you get an answer? 

Hi, today I received the news that I'm now verified, which is great.

However, when I asked "Can I withdraw my money?" they told me that they are still going to review my account, which seems pointless to me if the verification process involves being able to withdraw or deposit.

I don't know what to think now.

Hmm, I'm wondering now if they meant that they have to check your withdrawal that you have there or that you will make. It probably has nothing to do with account verification, if I'm thinking correctly, since you've already gone through it.

Did you try asking if it has something to do with the withdrawal or with verification in general? 

Hi Jaro, yes, I asked but I haven't received a response yet. It doesn't make sense to me that if the casino has already verified me, they're now doing ANOTHER verification to see if I can withdraw or not.

So, I'm still in the same situation as 3 weeks ago: Unable to withdraw my money.

I would say that in this case, you could also consider opening a complaint with us, if you are interested. 

Our team would try to assist you.

Three weeks is definitely not a reasonable amount of time for this whole process, and who knows if it will be delayed further or how long they will take to check everything. 

So if you're down for it, here's the link.

I have good news, Jaro!

I received notification that I could withdraw my casino balance, and I did so. However, due to this situation, I have decided to terminate my relationship with Betmaster.

Thank you for your support and that of the people who contribute comments to CasinoGuru.

Perfect news. 🙂

I'm really glad you can withdraw your money now.

On the other hand you said you will close your account in this casino. I'm not really surprised and it's completely your decision.

Hope you will have only good experience from now on.

Take care and have a good day.☘️

I'm having a problem with the Betmaster casino app.

I deposited 3900 pesos and I can't withdraw them. What can I do? Is this a way to force you to play until the last cent?

They don't even let me have fun

I think what they're doing is a very good scam. I'd like to share photos and recordings with you, but this app won't let me.

When you say they don't let you withdraw them, do you mean your deposited money or the winnings, please?

I've been trying to withdraw for over 15 days. I've already checked again and sent my original PDFs. They cancel my withdrawal and return it to my wallet. I've tried talking to them, and they make excuses in a thousand different ways and ask me to be patient. I ask them for my report number, and they refuse to give it to me.

Hello, I see you mentioned verification. If I understand correctly, it was successful and you are verified? What reason does the casino give for not paying you your money yet?

I will wait for your reply. 

"Hi, Jaro. Thanks for your help."

>

My situation is as follows: I sent my official Nu Bank statement in PDF format (a complete and legal document). Technical support initially told me my documents were with the 'specialists,' but then they canceled my withdrawal and returned the money ($11,006.10 MXN) to my casino balance without a clear explanation.

>

Currently, the casino isn't telling me why they rejected the Nu Bank document; they're just asking for 'patience' and to wait for the specialists, but I've been in this process for almost 15 days. My account seems to be in verification limbo. I need my money for a medical emergency.