Betmaster Casino - opšta diskusija (strana 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.

Gracias por responder. Quiero aclarar algunos puntos importantes:

El hecho de que me hayan pedido selfis de personas que me enviaron transferencias viola el derecho a la privacidad de terceros y no tiene sustento legal ni está contemplado en ninguna política de KYC (conozca a su cliente) válida. Ya me he asesorado con especialistas y eso no es un requisito válido ni proporcional.

Que haya comentarios negativos sobre el casino no justifica lo que me están haciendo. La razón por la que vine a jugar aquí no es relevante; lo relevante es que están reteniendo mis fondos sin justificación.

Lo que estoy pidiendo es muy claro: que el casino me devuelva mi dinero, ya que no he cometido ninguna infracción, y se me ha hecho pasar por un proceso de verificación abusivo e irregular.

Agradezco que consideren rebajar el índice de seguridad del casino. Les pido por favor que inicien el proceso formal de reclamo con Tomás o con quien corresponda, y que presionen al casino para que dé una respuesta clara y justa.

Quedo a la espera de su apoyo real en este proceso. Mientras tanto, seguiré difundiendo esta situación en otras plataformas y evaluando una queja formal ante la autoridad competente de juego.

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.

Quiero aclarar algo importante: las transferencias que recibí fueron nacionales, por montos pequeños, sin el uso de tarjetas bancarias ni criptomonedas, y todas fueron realizadas por personas conocidas (inquilinos).

No existe ninguna lógica financiera ni legal que justifique una investigación por lavado de dinero en estas condiciones. Es totalmente desproporcionado pensar que se puede usar una cuenta personal con montos bajos para algo ilegal.

Aun así, el casino me exige documentos y selfis de esas personas. Eso no solo viola su privacidad, sino que no es legalmente exigible bajo ninguna legislación de protección de datos.

Estoy dispuesta a verificar todo lo relacionado conmigo como jugadora, pero lo que está haciendo el casino no es una medida legítima de verificación, sino una táctica para retrasar o evitar el pago.

Agradezco su ayuda y espero que se tenga en cuenta que no se puede comparar un caso de retiro común, por una cantidad modesta, con un caso de alto riesgo.

Espero que el casino responda con seriedad y que no se tolere esta práctica.

Y no veo ser el único caso me e puesto a leer otras quejas muy similares a lo que me solicitan a mi para retener ganancias

> 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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> He cumplido con todos los procesos de verificación razonables y justificados. A pesar de ello, siguen reteniendo mis fondos por supuestas "verificaciones adicionales" que no tienen base legal ni lógica, especialmente considerando que el monto en cuestión es de $10,000 pesos mexicanos y el método fue transferencia bancaria nacional.

Ya entregué mi identificación y comprobantes, y ahora me exigen documentos de terceros, lo cual viola el derecho a la privacidad de personas que no tienen relación contractual con el casino.

Ante esta situación, empiezo a sospechar que el personal de soporte o verificación puede estar actuando con incentivos internos para retener fondos y dificultar el pago deliberadamente.

Solicito una respuesta clara y definitiva: ¿cuál es el motivo real del bloqueo? ¿Hay un marco legal para exigir documentos de terceros no vinculados al contrato?

En caso de no recibir una solución pronta y justificada, procederé a elevar esta queja a organismos de protección al consumidor, foros internacionales y autoridades financieras que regulan el juego y la protección de datos.

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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.

El casino justifica su actuar bajo el argumento de protección contra el lavado de dinero y el juego de menores, pero esta explicación es totalmente absurda y ofensiva.

Yo ya entregué toda mi documentación personal: identificación oficial y selfie, tal como lo exigen sus políticas. Además, todos mis depósitos se realizaron mediante transferencias SPEI por montos menores a 500 pesos, lo cual está lejos de representar una operación sospechosa o que justifique una investigación por blanqueo de capital.

Solicitar documentación de terceros ajenos a mi cuenta no solo carece de fundamento legal, sino que representa una violación grave a la privacidad. No hay ninguna cláusula en sus términos y condiciones que respalde semejante exigencia.

Lo que están haciendo no es protección ni cumplimiento normativo: es un claro retén ilegal de ganancias, algo lamentablemente común en casinos con reputación dudosa y poca supervisión.

Espero que esta situación sea evaluada con la seriedad que merece.

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.

Quiero agregar algo importante para que quede claro en el seguimiento de mi caso:

Si realmente existiera una investigación legítima por lavado de dinero o cualquier otra actividad ilegal, el casino ya habría cerrado mi cuenta, bloqueado definitivamente los fondos y notificado a las autoridades correspondientes.

Sin embargo, nada de eso ha ocurrido. Mi cuenta sigue activa, el saldo está retenido sin explicación válida, y siguen comunicándose conmigo, lo que demuestra que no existe ninguna investigación real.

Además, si de verdad estuvieran aplicando políticas de prevención de lavado de dinero (AML), jamás solicitarían documentos personales de terceros ajenos a la cuenta, porque eso es ilegal y contrario a cualquier regulación seria.

Lo que están haciendo no es parte de ningún protocolo formal, sino una excusa para retener mis ganancias sin justificación legal, algo tristemente común en casinos con poca transparencia.

Agradezco que tomen esto en cuenta para el análisis de mi caso.

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

BUENO una actualización de mi caso aunque no e recibido ningún informe o respuesta de los avances de tomas aún .. me gustaría mucho decir que me equivoqué que el CASINO a cumplido con su promesa de libertar mis fondos cumpliendo con sus repetidas imstistencias por enviar documentos. Que violan las leyes de protección vigentes y condicionando a qué con eso liberaría mis fondos

Pero lamentablemente justo como al parecer ya es un sistema bien estructurado el que manejan para la retención de fondos ilegalmente no fue así .. ya que el día de ayer e mandado todos los documentos completos que me an pedido y ellos mismos me an dicho que por ahora está completo todo más sin embargo no me an dado ni fecha en la que podré retirar ni me an dado por concluida la verificación, solo una respuesta evasiva para seguir desgastando al jugador adjunto captura

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.

aqui como me dan una amenaza elegante de que de no entregar los documentos de terceros no recibiré mi pago , y de que aún entregándolos aunque no fue lo correcto aún así no me dieron una respuesta clara a nada y me an ignorado , supongo que ya se les agotaron las 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.

Otra nueva información es que el casino al parecer no opera muy en regla con la licencia mexicana ya que en algunos otros foros está restringido en México y al preguntar el motivo .. me sorprendió saber que no tienen los debidos permisos para operar en México y con los que se promociónan

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.

Y es sorprendente que este sistema de abusos contra el usuario lo estén llevando con calificaciónes tan altas en varias páginas donde se publican estás quejas que son muy similares entre ellas y que aún así se permita que tenga una reputación buena viendo que esto no es un caso aislado que es una practica y patron muy común que llevan operando desde hace años

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.

SORPRENDENTE QUE NADIE NOTE ESTO Y QUE LA MAYORIA de quejas no se resuelven porque el jugador se desanima y deja de contestar ya que no ve apoyo real

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.

Incluso veo que ay quejas que se cerraron por falta de cooperación de parte del casino!! Esto habla de una página que se siente totalmente confiada de que su reputación no será afectada pase por encima de los derechos de quien sea

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.

Solo basta ver la calificación de 1.3 de promedio en tust.. o en ask .. que ni siquiera tiene permiso está restringido en México y otro foro de los más grandes para consultar casinos legales

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.

En simples palabras no quieren meterse en esto porque no tienen tampoco argumentos para defender lo indefendible , bueno... Este foro es para defender e intervenir por los usuarios ya que creo que los casinos no están en una posición de desventaja ya que son una organización ya sea de este tipo con prácticas que pasan encima de la ley o los que si cumplen con los pagos en tiempo y forma y actúan apegándose a lo legal y ético,

No ay problema con eso se que no van a opinar solo basta ver la cantidad de quejas que tienen con una resolución positiva y la reseña donde dicen que tiene pocas o ninguna queja cuando no es por suposición el que claramente ay bastantes quejas y todas con una alarmante similitud que hasta el más novato investigador notaría con una simple lectura de los primeros casos...

Bueno no quiero que abogen por ninguno acepto su poción neutra como observadores más que como mediadores de la situación solo lo que si no se me hace que podría afectar a un sitio que cuenta con la confianza de los jugadores es que mantengan una calificación tan alta y una reseña que pareciera más una aprobación de su parte a qué los usuarios usen uns página que no es especulación que ya tienen constancia y pruebas que no está actuando como una casa de apuestas normal .

Y esto es como si estubiecen invitando a los usuarios a qué les estafen a la larga los casinos tan poco éticos tarde o temprano sufren de el señalamiento y la perdida de sus usuarios y si ustedes fueron los que ayudaron a la captación de estos también les afectara de forma inevitable

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.

Por último el problema no es que licencia favorita sea la mía o la de quien sea el problema real es el incumplimiento a las leyes importantes de protección a derechos de consumidor la práctica abusiva las verificaciónes exigiendo lo que se les plasca justificando con un vacío legal en sus términos que dice que pueden pedir lo que quieran para verificar pero ese término aunque diga eso no puede pasar encima de las leyes ese es el problema real que no están cumpliendo con las leyes básicas del país en el que se están haciendo de dinero con sus usuarios

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

Las licencias de dónde sea no pueden excluir o pasar por encima de las leyes del propio país donde operan me sorprende ese comentario

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.