Betmaster Casino MX - Виграші гравця затримуються через постійні запити документів.

Well, it turns out that I tried to test the casino and believe me, it's a brutal scam. I don't understand how it's still in operation.

At first, I made a deposit without any issues, and rightly suspicious after placing a few bets, I made a withdrawal, which was credited incredibly fast.

After that, I made more deposits and like many casinos, they asked me for documents. It's worth mentioning that I had already verified my account on their website, yet they asked me for even more, especially relating to my bank accounts, which I sent in. After a couple weeks of insistence and nothing happening, they asked me approximately every fifth day for the same document I had already sent - basically a nightmare - until I lost all my winnings of about 50,000 pesos. At that moment, a day later, they confirmed via the website chat that my account has been fully verified.

After my aggravation, I decided to give them another chance and made another deposit. Now, I've won about 50,000 pesos and guess what. Apparently, they need more documentation, out of the blue. Despite my account being doubly verified, they now need more info. When I tried to make a withdrawal the day after this, I received a text message informing me that they were unable to process my withdrawal and suggested that I try again or speak with customer service. As you can imagine, customer service informed me that without the additional info, they couldn't process my withdrawals. I've sent them a ton of information to the point of providing them with Banxico proof of all my transfers, but they always come up with different excuses.

This betting house is endorsed by SEGOB and shares its license with sites like BETVIP, PICKWIN, etc and I have accounts with these houses and never experienced these issues. They all operate under Producciones Moviles SA de CV, but these guys are extremely sly to put it politely.

I kindly request your help so that they allow me to withdraw my winnings or otherwise expose them for the fraudulent casino that they are.

Thank you

Pues resulta que intenté probar el casino y creanme es una estafa brutal, no entiendo como sigue funcionando

Al principio deposité sin problema y justo pensando mal despues de algunas apuestas, hice un retiro el cual se me acreditó increiblemente rapido

Despues de eso hice mas depositos y como en muchos casinos me pidieron documentos... cabe mencionar que ya habia verificado mi cuenta en su pagina, sin embargo me pidieron muchas cosas mas sobretodo de mis cuentas de banco lo cual mandé... despues de un par de semanas de insistencia nada pasada, me pedian cada quinto dia aprox el mismo documento que ya habia mandado, en fin una locura... hasta que perdí toda mi ganancia que era de unos 50mil pesos... en ese momento un dia despues me confirman por el chat de la pagina que mi cuenta ya está verificada totalmente

Despues de mi enojo, decidi darles otra oportunidad y deposité de nuevo, ahora he tenido unas ganancias de unos 50 mil pesos y que creen que resulta que necesitan mas documentacion... de la nada y con mi cuenta doblemente verificada ahora necesitan mas info y cuando intento hacer un reitro al dia siguiente del mismo me mandan un mensaje de texto diciendo que no han podido hacer mi retiro que intente nuevamente o hable al servicio al cliente... y si como se imaginan en servicio a cliente me dicen que sin la info no pueden procesar los retiros... les he mandado muchisima informacion al punto de mantales los comprobantes de Banxico de todas mis transferencias etc... y siempre salen con pretextos diferentes

Esta casa de apuestas está avalada por la SEGOB y su licencia la comparte con sitios como BETVIP, PICKWIN, etc y yo tengo cuenta con estas casas y no he tenido este problema.... todos operan bajo Producciones Moviles SA de CV, pero estos son demasiado mañosos por decirlo decentemente

Pido su ayuda para que me permitan retirar mis ganancias o de otro modo exhibir la clase de casino fraudulento que es

Gracias

Dear Eloy3636,

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

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

Do I understand correctly that verifying your deposits seems to be the only obstacle in completing account verification in the casino?

• What additional information has the casino asked for and what sort of documents have you provided?
• Has the casino indicated any fault, or have they rejected any documents you submitted?
• If there is any recent relevant correspondence between you and the casino, please forward it to my email at tomas@casino.guru

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thanks for your quick response

At first they asked me, like in any casino, to verify my account, which was very easy, upload ID, some photos and proof of address, which is normal... And they verified me without a problem and I withdrew very quickly in a matter of hours... It seemed like a good option. option... but then came everything I'm going through

It turns out that I started winning with casino games and strangely they blocked my withdrawal button... I asked why and they said because now they needed to do a manual verification (as is) I sent them bank statements and they told me that The manual verification process could take up to 5 days... After 5 days they told me by email and chat that they had not received it so I could resend it... I did it and another 5 days passed... And then again They needed another month's account statement... And another 5 days...

Later I played and lost everything... And that next day, as if it were magic, they told me that it was already verified, now yes... (how strange, isn't it)...

But it doesn't end there... A few days passed and I decided to give it one more chance... I made a deposit and saw that the withdrawal button was already active... I won some casino games and bet more than the amount I deposited, understanding that you need to play your deposit to be able to withdraw

And to my surprise, everything is fine for me that my withdrawal was authorized and the next day I receive a text message saying that they have not been able to process my withdrawal that I should try again or contact customer service... which I did. .. And they tell me that I now have to send account statements of all the accounts that I have used... There have been 3.... But I made those deposits a few days ago... I sent them one by one the receipts from Banxico captures of them one by one showing ownership of my account and deposits to them and they tell me no... First, the deposits to their account do not appear, which is false, they appear clearly there and after I clarify this, they tell me now we need statements account yes or yes... But I made those deposits from my debit account a few days ago... so I still don't have the status of how much... Until January... That's as far as I'm going but it's worth clarifying that I am I have been a customer of online casinos for many years and I have never had this type of experience in any... I have and had accounts in practically all the online casinos in Mexico at least... I know that the verification process is necessary and that has to be done but this goes much further... It is evident to me that they do not want to process the withdrawals... And they are going to make you desperate and as I have read here that happens and the clients end up losing everything... I don't know if you think it's good, I sent you the correspondence I have with them... You tell me and I'll be happy to send it to you.

Gracias por su pronta respuesta

Ellos al principio me pidieron como en cualquier casino verificar mi cuenta lo cual fue muy fácil subir ID unas fotos y comprobante de domicilio lo normal... Y me verificaron sin problema y retiré muy rápido en cuestión de horas... Me pareció una buena opción.. pero luego vino todo lo que estoy pasando

Resulta que empecé a ganar con los juegos de casino y extrañamente me bloquearon el botón de retiro... Pregunté porque y ellos dijeron que porque ahora necesitaban hacer una verificación manual (así tal cual) les mandé estados de cuenta del banco y me dijeron que el proceso de verificación manual podía tomar hasta 5 días... A los 5 días me dijeron por correo y chat que no les había llegado que se los reenviara... Lo hice y pasaron otros 5 días... Y luego de nuevo que necesitaban estado de cuenta de otro mes... Y otros 5 dias...

Posteriormente juegue y perdí todo... Y eso día siguiente como si fuera magia me dijeron que ya estaba verificada ahora sí.. (que raro no)...

Pero ahí no termina... Pasaron unos días y decidí darlea una oportunidad más... Hice un depósito y Vi que efectivamente ya estaba activo el botón de retiros... Gane algunos juegos de casino y aposté más de la cantidad que deposite entendiendo que necesitas jugar tu depósito para poder retirar

Y mi sorpresa que todo bien me pone que mi retiro se autorizó y al siguiente día me llega un msj de texto diciendo que no han Sido capaces de procesar mi retiro que lo intente de nuevo o contacte al servicio al cliente.. lo cual hice... Y me dicen que tengo ahora que enviar estados de cuenta de todas las cuentas que he usado.. han Sido 3.... Pero esos depósitos los hice hace unos días... Les mandé uno por uno los comprobantes de Banxico capturas de los mismos uno por uno mostrando titularidad de mi cuenta y depósitos a ellos y me dicen que no... Primero que no aparecen los depósitos a su cuenta lo cual es falso ahí aparecen claramente y luego que les aclare esto me dicen ahora necesitamos estados de cuenta si o si... Pero esos depósitos los hice de mi cuenta de débito hace unos días..por lo cual no tengo aún el estado de cuánta... Hasta enero... Hasta ahí voy pero cabe aclarar que yo soy cliente de casinos en línea desde hace muchos años y nunca nunca he tenido este tipo de experiencias en ninguno... Tengo y tuve cuentas prácticamente en todos los casinos en línea de México al menos... Se que el proceso de verificación es necesario y que se tiene que hacer pero esto va mucho más allá... Es evidente para mí que no quieren procesar los retiros... Y van a hacer que uno se desespere y como he leído aquí eso pasa y los clientes acaban perdiendo todo... No sé si creas que sea bueno te mandé la correspondencia que llevo con ellos... Tu dime y te la mando con gusto

I understand your frustration.

Casinos have the right to verify all the payment methods used for deposits. I believe when you submit a bank statement from December once it's available to you, you'll be able to complete verification successfully. Please let me know when you'll be able to do so.

After you submit all the necessary documents and if there are any other obstacles from the casino, please forward the correspondence from the casino to my email detailing the problem and we'll try to assist you further.

Dear Eloy3636,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good day

Well, finally they processed my withdrawals and my account is 100% validated.... It was quite complicated and frustrating but well in the end if they comply and process the withdrawals I must also say very quickly

This year it seems that they updated their system and everything works better... I am a player who has practically played in the majority of online casinos in my area and the truth is that after this bitter pill I must say that due to games, payment process and retreats are some of the best I have come across.... thank you for your support and greetings

Buen Dia

Pues finalmente me procesaron mis retiros y mi cuenta está validada al 100%.... fue bastante complicado y frustrante pero bueno al final si cumplen y procesan los retiros ademas debo decir de manera muy rapida

Este año se ve que actualizaron su sistema y todo funciona mejor... soy un jugador que practicamente ha jugado en la mayoria de casinos online en mi zona y la verdad es que pasando este trago amargo debo decir que por juegos, proceso de pagos y retiros son de los mejores que me he topado.... gracias por su apoyo y saludos

It couldn't be that good...

Well it turns out that after everything had gone well and they had made withdrawals they were a problem, it turns out that I made a normal deposit via spei from my debit account (the one I always use with betmaster) and after winning money, I request my withdrawal normally and again with the same thing as before, they don't process them, 2 days pass and I get a text message saying that they couldn't process it to try again or contact customer service, which I have done and nothing... I have 1 week like this and the only thing the chat and email people say (like robots) is that they are checking with the specialists and they let me know.... same answer every day for approximately 1 week.... so my conclusion without There is no doubt that they do not like to pay, and they play with your mind so that you lose what you have won... I have no doubt that if I lose they will tell me that everything is fine and that I can withdraw my money... terrible experience already A serious casino never gives you this type of problems, I highly recommend Winner or Novibet without a doubt... very bad taste in your mouth at the end of it all

Team Casino Guru...is this legal? That they withhold your withdrawal without justification?

No podía ser tan bueno...

Pues resulta que despues que todo había salido bien y me habian hecho retiros son problema, resulta que hice un deposito normal via spei desde mi cuenta de debito (la que siempre uso con betmaster) y despues de ganar un dinero, pido mi retiro con normalidad y de nuevo con lo mismo de antes, no me los procesan, pasan 2 dias y me llega un sms diciendo que no pudieron procesarlo que lo intente de nuevo o contacte al servicio al cliente, lo cual he hecho y nada... llevo 1 semana así y lo unico que dicen los del chat y correo (Como robots) es que estan revisando con los especialistas y que me avisan.... misma respuesta todos los dias desde hace 1 semana aprox.... asi que mi conclusión sin duda alguna es que no les gusta pagar, y juegan con tu mente para que pierdas lo que has ganado... no dudo que si pierdo me van a decir que ya todo está bien y que puedo retirar mi dinero... pesima experiencia ya que un casino serio jamas te da este tipo de problemas recomiendo mucho mas Winner o Novibet sin duda... muy mal sabor de boca al final de todo

Equipo Casino Guru... es legal esto? que te retengan tu retiro sin justificacion??

Thank you very much, Eloy3636, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Eloy3636,

I'm Michal, and I have taken over your complaint. After reviewing your case, I'm not sure if any assistance from our side is still needed. Can you please confirm if you have received all your withdrawals or if there are still some unexpected delays?

Dear Eloy3636,

While it appears that the matter has been addressed, we have not received additional confirmation or any further requests for assistance from you. Regrettably, we are compelled to close this complaint as rejected. 

Should you encounter any challenges with this or any other casino in the future, please feel free to reach out, and we will do our utmost to assist.

Best regards,

Michal

Casino Guru