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Complaint against Betmaster – Unpaid withdrawal and abuse of support

Casino: Betmaster

Problem type: Delayed withdrawal / Unpaid earnings

Amount in dispute: 23,145.55 MXN

Country: Mexico

Complaint description:

I am filing this complaint because Betmaster has unfairly refused to process my withdrawal, even though I have met all the requested verification requirements.

I requested the withdrawal of my funds obtained from a legitimate bet and since then Betmaster has engaged in delaying tactics and abused its support system to avoid making the payment.

The facts are as follows:

• I successfully completed the entire verification (KYC) process.

• I sent the requested documentation repeatedly, even though it had already been sent previously.

• Betmaster support only responds with generic messages, indicating that my case "is under review", without giving clear explanations or specific deadlines.

• Every time I request an update, I receive the same automated response, with no real progress.

• My funds continue to be held without justification, while the casino continues to operate normally.

Additionally, Betmaster does not have a physical headquarters or known legal representative in Mexico, which leaves the consumer defenseless in the event of non-payment.

I believe this behavior constitutes unfair treatment, malpractice, and a possible deliberate strategy to delay or avoid paying profits.

I respectfully request Casino Guru's intervention to mediate this case and help ensure my funds are released immediately.

I am willing to provide:

• Screenshots of the requested withdrawal

• History of emails and chats with support

• Verification receipts and submitted documentation

I appreciate your support and remain attentive to any further requirements.

Queja contra Betmaster – Retiro no pagado y abuso del soporte

Casino: Betmaster

Tipo de problema: Retiro retrasado / Ganancias no pagadas

Monto en disputa: 23.145,55 mxn

País: México

Descripción de la queja:

Presento esta queja debido a que Betmaster se ha negado injustificadamente a procesar mi retiro, a pesar de que he cumplido con todos los requisitos de verificación solicitados.

Solicité el retiro de mis fondos obtenidos de una apuesta legítima y desde ese momento Betmaster ha incurrido en prácticas dilatorias y en un abuso de su sistema de soporte para evitar realizar el pago.

Los hechos son los siguientes:

• Completé correctamente todo el proceso de verificación (KYC).

• Envié la documentación solicitada en repetidas ocasiones, aun cuando ya había sido previamente enviada.

• El soporte de Betmaster responde únicamente con mensajes genéricos, indicando que mi caso "está en revisión", sin dar explicaciones claras ni plazos concretos.

• Cada vez que solicito una actualización, recibo la misma respuesta automática, sin avances reales.

• Mis fondos continúan retenidos sin justificación, mientras el casino sigue operando con normalidad.

Adicionalmente, Betmaster no cuenta con sede física ni representante legal conocido en México, lo que deja al consumidor en un estado de indefensión ante la falta de pago.

Considero que este comportamiento constituye un trato injusto, una mala práctica y una posible estrategia deliberada para retrasar o evitar el pago de las ganancias.

Solicito respetuosamente la intervención de Casino Guru para mediar este caso y ayudar a que mis fondos sean liberados de manera inmediata.

Estoy dispuesto a proporcionar:

• Capturas de pantalla del retiro solicitado

• Historial de correos y chats con el soporte

• Comprobantes de verificación y documentación enviada

Agradezco su apoyo y quedo atento a cualquier requerimiento adicional.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Have your documents been reviewed by the relevant department, or are they still being checked?
• When was the last time the casino communicated with you regarding the review of your account?

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

Best regards

Veronika

The bet was made through a sports bet on Champions League matches on January 20th.

These were not bonus bets, it was real money.

I already sent all the documents and they have been reviewed, but they put obstacles in my way because of some documents, but in their opinion we still have to wait.

The casino's support is very systematized; they've only communicated via chat and respond every two days, but they always say the same thing and there's no resolution. Their terms and conditions state that they should give me a response within 5 to 8 business days, but it's been 14 to 20 consecutive days.

La apuesta fue medíante a una apuesta deportiva en partidos de Champions league el 20 de enero.

no fueron apuestas de bono fue dinero real.

ya envié todos los documentos y han sido revisados pero me pusieron trabas por algunos documentos pero a su parecer aún se debe esperar.

el casino su sorporte es muy sistematizado, solo por chat es que se han comunicado y responde cada 2 días pero siempre dicen lo mismo y no hay resolución, sus términos y condiciones dicen que debe darme una respuesta de 5 a 8 días hábiles ya van 14 y 20 días continuos

Thank you for your patience throughout the complaint process.

Please understand that if you have only placed one sports bet, the casino may have detected unusual activity related to sports betting, which has led to an investigation and hindered the processing of your withdrawal request. Unfortunately, we lack the expertise and tools required to properly evaluate disputes related to sports betting. This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika