Betmaster Casino MX - A retirada do jogador foi adiada apesar da verificação.

Hello, it's been more than a month now that I've been having a problem with this casino. They won't let me withdraw my money or play any games on the platform. I've been contacting technical support because they keep asking me to verify my account, which was supposedly already verified. They keep asking for more and more documents, which I have already sent several times. At this point, it feels more like an excuse to prevent me from withdrawing my money.

Hola, ya hace mas de un mes que tengo un problema con este casino, en el cual no me permiten retirar mi dinero, ni jugar a ningún tipo de juego dentro de la plataforma, llevo contactándome con el soporte técnico, porque me piden verificar mi cuenta la cual se supone que ya estaba verificada, pero solamente me piden y me piden documentos y mas documentos que ya he enviado en varias ocasiones al punto que esto ya se siente mas como una excusa para no dejarme retirar mi dinero.

Dear ydfernandoy,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify which documents you have already provided for verification to the casino? Kindly state the exact date you submitted each of the documents.

Have any of your documents been approved? Which documents have not been accepted by the casino so far?

Have you accumulated your winnings with or without an active bonus?

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 documents requested were a photo of me next to my official identification and the betmaster chat, an account statement for my Nu card for the month of April and a photo of my official identification on both sides on May 10

Then I sent a screenshot in which they asked me to confirm that I was the owner of another card that I use (BBVA) on May 10

On May 11, I was asked for an account statement from my two bank accounts (BBVA and Nu) for the month of April, which I sent

That same day, May 11, they asked me for a contract for my two cards (BBVA and Nu) to verify that I am the owner, which I sent

They asked me for another document confirming that I am the owner of the account with BBVA ending 8104, they did not accept a screenshot, but since it is a digital card, it does not generate any statement that could be used to verify what they asked for, so I sent a screen recording in which you see my name and my details match my card and my identity.

may 13th

I was asked for an account statement for the month of May from BBVA which I sent

May 14, I was now asked for an account statement for my NU card and I sent the one for the month of March

May 16, I was asked for several NU card account statements, from the month of March to the month of May

We skipped until June 10 since it was impossible for me to get a bank statement for May, since they gave it to me until June 10

That same day I sent them the May bank statement that they requested.

From here on, they stopped responding to my email and I had to constantly ask in the technical support chat to get an answer.

I was asked to verify a transaction of a withdrawal that I made from my savings account for 5 thousand pesos, they requested an account statement from my savings account, but that information was previously attached to the account statements that I had already sent, for which seemed a little strange to me that they asked for it, so I sent the account statements for April and May, which reflect what day I deposited the money into my savings account and what day I withdrew it.

That was June 17

Then on June 20, they asked me again for the account statements of my two bank accounts, which I reiterate, I had already sent previously, so I sent the account statements from Nu and BBVA for March, April and May respectively to both accounts and what previously took a day to respond, now takes a whole week

Answering the second question, the only thing that the casino did not validate as a document was a screenshot of my card with an 8104 ending that I later verified my ownership with a video

Answering the third question

If I have accumulated my winnings with a bonus

And one more thing, I think it was specified wrong in the section in which I made my complaint, but the amount I want to withdraw from the casino is not $12,283, but $12,283.00

Los documentos que se me solicitaron fueron una foto de mi junto a mi identificación oficial y el chat de betmaster, un estado de cuenta de mi tarjeta Nu del mes de abril y foto de mi identificación oficial por sus dos lados el día 10 de mayo

Después envié una captura en la cual me pedían confirmar que yo era dueño de otra tarjeta que utilizo (BBVA) el mismo 10 de mayo

Día 11 de mayo, se me solicitó un estado de cuenta de mis dos cuentas bancarias (BBVA y Nu) del mes de abril, los cuales envié

Ese mismo día 11 de mayo me solicitaron un contrato de mis dos tarjetas (BBVA y Nu) para verificar que soy el propietario, los cuales envié

Me solicitaron otro documento que confirme que soy propietario de la cuenta con terminación 8104 de BBVA, no aceptaron una captura de pantalla, pero al ser una tarjeta digital, no genera algún extracto que me pueda servir para comprobar eso que me pedían, así que envié una grabación de pantalla en la cual se ve mi nombre y mis datos concuerdan con mi tarjeta y mi identidad.

13 de mayo

Se me solicitó un estado de cuenta del mes de mayo de BBVA el cual envié

14 de mayo ahora se me pidio un estado de cuenta de mi tarjeta NU y envié el del mes de marzo

16 de mayo, se me solicitó varios estados de cuenta de la tarjeta NU, desde el mes de marzo hasta el mes de mayo

Nos saltamos hasta el 10 de junio ya que me fue imposible sacar un extracto bancario de mayo, ya que me lo daban hasta el día 10 de junio

Ese mismo día les mandé el extracto bancario de mayo que le solicitaban

A partir de aquí, dejaron de responderme al correo y tenía que estar yo preguntando en el chat de soporte técnico constantemente para que me dieran una respuesta

Se me solicitó verificar una transacción de un retiro que realice de mi cuenta de ahorros por 5 mil pesos, me solicitaban un estado de cuenta de mi cuenta de ahorros, pero esa información estaba previamente adjunta en los estados de cuenta que ya había enviado, por lo cual me pareció algo raro que lo pidieran así que envié los estados de cuenta de abril y de mayo, que reflejan que día ingresé el dinero a mi cuenta de ahorro y que día lo retire

Eso fue el 17 de junio

Después el día 20 de junio, me solicitaron nuevamente, los estados de cuenta de mis dos cuentas bancarias, que reitero, ya había enviado previamente, así que mandé los estados de cuenta de Nu y BBVA de marzo, abril y mayo respectivamente a las dos cuentas y lo que antes tardaban en responder en un día, ahora se toman una semana entera

Respondiendo a la segunda pregunta, lo único que no me válido el casino como documento fue una captura de pantalla de mis tarjeta con terminación 8104 que después comprobé mi propiedad con un vídeo

Respondiendo a la tercer pregunta

Si he acumulado mis ganancias con un bono

Y una cosa más, creo que se específico mal en la sección en la cual hice mi queja, pero la cantidad que quiero retirar del casino, no es de $12.283, si no de $12,283.00

Update:

They took more than half of the money I had at the beginning, it was 12 thousand pesos and they are leaving me with only 5 thousand. I think that if they deducted their bonus, it would be fair that they would leave me with the initial amount of my money. before making deposits to use the bonus

Actualización:

Me quitaron más de la mitad del dinero que tenía en un inicio, eran 12 mil pesos y me están dejando con 5 mil solamente, yo creo que sí me descuentan lo de su bono lo justo sería que me dejarán con el dinero inicial de mi dinero antes de realizar los depósitos para usar el bono

Update: They are literally scamming me, first they tell me that all my transactions made with the active bonus were cancelled, but coincidentally the transactions in which I lost 4 thousand pesos, those are valid, only the ones in which I won money were cancelled.

And now that I want to withdraw the 5 thousand pesos that they left in my account, they tell me that I have to bet them in order to withdraw them, in short they want me to lose everything inside the casino, for always wanting to deny me my money and no matter how much I talk to customer service, they only give me excuses for everything

Actualización: Literalmente me están estafando, primero me dicen que se cancelaron todas mis transacciones realizadas con el bono activo, pero casualmente las transacciones en las cuales yo perdí 4 mil pesos, esas si son válidas, solo en las que gane dinero se cancelaron

Y ahora que quiero retirar los 5 mil pesos que dejaron en mi cuenta, me dicen que tengo que apostarlos para poder retirarlos, en pocas palabras quieren que lo pierda todo dentro del casino, por el siempre hecho de querer negarme mi dinero y por más que hablo al servicio a cliente, solo me dan excusas para todo

They asked me to place bets based on my last deposit which seems absurd to me because they took that money from me but they are still asking me to bet it, so I had no choice but to bet my 5 thousand pesos and clearly I lost them all, So, I don't know how but I need them to return those 7 thousand pesos of the deposit that they made me bet, for which I lost my last 5 thousand pesos, because they are abusing manipulating their terms and conditions at their convenience, if the transactions are supposed to be They were annulled. Why not annul the only thing that works in their favor?

Me pidieron realizar apuestas en base a mi último depósito lo cual se me hace absurdo porque ese dinero me lo quitaron pero aún así me están pidiendo que lo apueste, entonces no tuve otra opción más que apostar mis 5 mil pesos y claramente los perdí todos, entonces, yo no sé cómo pero necesito que me regresen esos 7 mil pesos del deposito que me hicieron apostar, por el cual perdí mis últimos 5 mil pesos, porque están abusando de manipular sus terminos y condiciones a conveniencia, si se supone que las transacciones fueron anuladas, ¿Cómo por qué no se anula lo único que funciona en favor de ellos?

Could you please send me the emails between you and the casino customer support regarding the forfeiture of some of your balance? My email address is veronika.l@casino.guru.

Could you please explain in more detail why the casino deducted 7000 pesos from your account? Was it caused by the fact that you accumulated your winnings with a bonus? Please send me the exact link or the screenshot of the bonus you played with.

Do I understand correctly that currently, you do not have any balance in your account?

The casino withdrew the amount of 7 thousand pesos for the use of a bonus on the platform in which they give you an extra percentage of what you deposit

https://betmaster.com.mx/es-mx/offers right there at the bottom of the page they talk about these bonuses, I don't know exactly how much the percentage they gave at that time per deposit was, but I won approximately 7 thousand pesos using said bonus, and likewise I lost 4 thousand pesos, which seems illogical to me that they invalidate the transactions in which I win but in which I win and in the same way I do not understand why they ask me to bet 12 thousand pesos of the bonus money with the one that no longer counted to play because they took it away from my account and IF in fact I no longer have an available balance in my account, because I wanted to comply with the quota that they requested of me to bet 12 thousand pesos to be able to withdraw the little money that I they left, I currently only have $1.55 pesos in my account

I immediately sent him the screenshots of the customer service on the platform, because when I sent a message to the email to present my complaint about the withdrawal of 7 thousand pesos to my account, they never answered me

El casino me retiro la cantidad de 7 mil pesos por el uso de un bono en la plataforma en el cual te dan un un porcentaje extra de lo que deposites

https://betmaster.com.mx/es-mx/offers ahí mismo al final de la pagina hablan acerca de dichos bonos, no se exactamente de cuanto era el porcentaje que daban en ese momento por deposito, pero gane aproximadamente como 7 mil pesos utilizando dicho bono, y así mismo perdí 4 mil pesos, lo cual me parece ilógico que me invaliden las transacciones en las que gane pero en las que gane y de igual forma no entiendo porque me piden apostar 12 mil pesos del dinero del bono con el que ya no contaba para jugar porque me lo quitaron de mi cuenta y SI en efecto ya no cuento con saldo disponible en mi cuenta, por querer cumplir con la cuota que me solicitaron de apostar 12 mil pesos para poder retirar el poco dinero que me dejaron, actualmente solo tengo $1.55 pesos en mi cuenta

enseguida le envió las capturas de pantalla del servicio a cliente en la plataforma, porque cuando mande mensaje al correo para presentar mi queja por el retiro de 7 mil pesos a mi cuenta, nunca me contestaron

Thank you for your email.

Do I understand correctly that your balance of 7000 pesos was voided because you made bets which were considered low-risk by the casino? Or does the low-risk betting relate to your real money funds?

Were you unable to finish wagering requirements of the bonus on time?

Both things, the 7 thousand pesos obtained were canceled for low-risk bets and likewise I lost 4 thousand pesos in those low-risk bets, so only the transactions in which I won those 7 thousand were canceled, but not in those in which I lost 4 thousand

What happened was that I had a fund of 5 thousand pesos when everything was deducted from me.

And then tell me that I was withdrawn because I didn't meet the bonus requirements on time, when they were the ones who didn't let me play for a month or withdraw my money.

First they told me that it was taken away for low-risk bets and then because I did not fulfill the bonus in time so as not to return the money and justify why that transaction of the 4 thousand pesos that I lost was not canceled.

After that they asked me to bet the 12 thousand pesos that they had taken from me with the remaining 5 thousand pesos to be able to withdraw my money, which seems absurd to me because I was no longer using any bonus with those funds that were supposed to be from my balance entered and clearly lost the 5 thousand pesos when I no longer wanted to bet...

The only thing I ask is that if it is assumed that the transactions were canceled, at least they return my money as it was in the beginning with an amount of 9 thousand pesos that they made me lose through deception, because fair bets were not made.

Ambas cosas, los 7 mil pesos obtenidos fueron anulados por apuestas de bajo riesgo y así mismo perdí 4 mil pesos en esas apuestas de bajo riesgo, por lo cual solo se cancelaron las transacciones en las que gane esos 7 mil, más no en los que perdí los 4 mil

Lo que resultó que yo tuviera un fondo de 5 mil pesos cuando se me descontó todo

Para después decirme que se me retiró porque no cumplí con los requisitos del bono a tiempo, cuando fueron ellos los que no me dejaron jugar por un mes ni retirar mi dinero

Primero me dijeron que se me quitó por apuestas de bajo riesgo y después porque no cumplí el bono a tiempo para no regresarme el dinero y justificar el porque no se canceló esa transacción de los 4 mil pesos que perdí

Después de eso me pidieron apostar los 12 mil pesos que me habían quitado con los 5 mil pesos restantes para poder retirar mi dinero, lo cual me parece absurdo porque yo ya no estaba utilizando ningún bono con esos fondos que se supone que era de mi saldo ingresado y claramente perdi los 5 mil pesos cuando ya no quería apostar yo...

Yo lo único que pido es que si se supone que las transacciones fueron anuladas, mínimamente me regresen mi dinero como estaba en un inicio con una cantidad de 9 mil pesos que me hicieron perder a base de engaños, porque no se realizaron apuestas justas

Thank you very much, ydfernandoy, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much, I'm still on the lookout

Muchas gracias, sigo al pendiente

Hello, ydfernandoy,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Betmaster Casino team,

Could you please explain the player's situation and all important events chronologically, in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello,

Please be advised that fraudulent activity was detected involving abuse of the casino.

We have sent a detailed explanation and supporting evidence to your email address at branislav.b@casino.guru.

Kindly review the information at your earliest convenience.

Thank you.

Dear ydfernandoy,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - bonus abuse and possibly a breach of AML rules.

The deducted amount does not represent your bets/transactions but rather the total amount of the bonuses you received illegitimately by practising prohibited tactics (free money given by the casino on top of your real money), which gave you an (unfair) advantage - increasing your balance by repeating this process several/many times without risk of losing any of the deposited funds. Your intention was obviously not to play at the casino.

The casino acted in accordance with its terms and conditions.

As for the funds that the casino left in your casino account balance - players usually deposit in online casinos to play and enjoy games, entertainment, to have fun, while they take a risk of losing their money but also have a chance to win. However, regardless of your abusive tactic, it is an industry-standard that each deposit has to be wagered in accordance with the rules valid in particular casinos. You accepted these rules with the casino's Terms and Conditions upon registration. Therefore, if you do not want to play there as a regular player, I strongly recommend you contact the casino's Customer Support and ask them for more details regarding the mandatory wagering, what games or types of games they are able to accept to fulfil the wagering requirements and the ability to withdraw the remaining balance.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Betmaster Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru