Betmaster Casino MX - O jogador acredita que o seu pagamento foi atrasado.

I made a deposit of $23,500 MXN at Betmaster (betmaster.com.mx), without any bonus or promotion. My account is verified (KYC).

My intention was to bet the entire amount on an MMA event, but the platform only allowed me to bet $5,000 on that wager (their maximum limit), which I lost. Since I couldn't bet the rest as I wanted, I requested a withdrawal of my remaining balance.

Support told me I first had to wager the money. To comply, I placed two more bets, both of which have already been settled (bet $550 → $616, and bet $18,000 → $19,080). Even so, they are now demanding that I continue to wager.

Support confirmed to me in writing via chat that "no documents are required" and that I must "place bets with odds of 1.6 or higher." They later clarified that the requirement, "rather than reaching a specific amount," is to bet at that minimum odds, without giving me a total amount or a deadline.

In short: the casino is conditioning the return of my balance (approximately $19,684 MXN) on me wagering it again, exposing it to loss, with a requirement that has no defined amount or end date. I did not receive any bonus. I requested my withdrawal on June 16, 2026, and it is still not being processed.

I request that the withdrawal of my available balance be processed.

Realicé un depósito de $23,500 MXN en Betmaster (betmaster.com.mx), sin bono ni promoción alguna. Mi cuenta está verificada (KYC).

Mi intención era apostar el total en un evento de MMA, pero la plataforma solo me permitió apostar $5,000 en esa apuesta (su límite máximo), la cual perdí. Al no poder apostar el resto como quería, solicité retirar mi saldo restante.

El soporte me indicó que primero debía apostar el dinero. Para cumplir, hice dos apuestas más, ambas ya liquidadas (apostado $550 → $616, y apostado $18,000 → $19,080). Aun así, ahora me exigen seguir apostando.

Soporte me confirmó por escrito en el chat que "no se requiere de ningún documento" y que debo "realizar apuestas con cuotas de 1.6 o superiores". Luego aclararon que el requisito "más que alcanzar un monto específico" es apostar a esa cuota mínima, sin darme un monto total ni una fecha límite.

En resumen: el casino condiciona la devolución de mi saldo (aprox. $19,684 MXN) a que vuelva a apostarlo, exponiéndolo a pérdida, con un requisito que no tiene monto ni fin definidos. No recibí ningún bono. Solicité mi retiro el 16/06/2026 y sigue sin procesarse.

Busco que se procese el retiro de mi saldo disponible.

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.

Dear LandoG00,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear LandoG00,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear,

Unfortunately, I have not received my withdrawal.

I have sent several emails without receiving any response. I also complied with your requirement to place bets at odds of 1.5 or higher, won the bet, and I am still unable to withdraw my funds.

Your live chat informed me that my withdrawal was successful, but that is false. I have not received any money.

Please explain the status of my withdrawal and release my funds as soon as possible.

Dear LandoG00, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear LandoG00,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru