Betmaster Casino MX - O jogador ainda não recebeu os seus prémios.

Hello, Casino Guru team:

I am contacting you to request your help with a problem I am having with Betmaster regarding the withdrawal of my money.

I made a deposit of $1,917 MXN. I subsequently lost approximately $400, but managed to recover that amount playing blackjack. When I tried to withdraw my balance, Betmaster informed me that I had to meet a gaming condition: place a bet with minimum odds of 1.5, as I supposedly needed to demonstrate a certain level of activity before being able to withdraw.

To comply with the request, I placed a sports bet with odds of 1.5, wagering my entire available account balance. The bet was a winner.

Despite having met that condition, Betmaster later informed me that my account activity was still considered insufficient. Furthermore, I continued playing slots, blackjack, and roulette on the platform, and as a result, I began incurring further losses.

What worries me is that, although I am following the conditions they indicate and have had real activity in different games, the casino continues to say that my activity is not enough and still does not allow me to withdraw my money.

I believe the situation is unfair, especially since I was initially told that placing a bet with odds of 1.5 was the requirement to withdraw, and I fulfilled this requirement using my entire available balance.

I would like to request your assistance in reviewing my case and determining whether Betmaster is acting correctly in accordance with its terms and conditions, as well as guidance on what I can do to withdraw my balance.

I can provide screenshots of conversations with Betmaster, deposit receipts, betting history, the winning 1.5 odds bet, and any other necessary evidence.

I greatly appreciate your attention and hope you can help me resolve this situation.

Kind regards,

[redacted]

Hola, equipo de Casino Guru:

Me pongo en contacto con ustedes para solicitar su ayuda con un problema que estoy teniendo con Betmaster respecto al retiro de mi dinero.

Realicé un depósito de $1,917 MXN. Posteriormente perdí aproximadamente $400, pero logré recuperar esa cantidad jugando blackjack. Cuando intenté retirar mi saldo, Betmaster me informó que debía cumplir una condición de juego: realizar una apuesta con una cuota mínima de 1.5, ya que supuestamente necesitaba demostrar cierta actividad antes de poder retirar.

Para cumplir con lo que me solicitaron, realicé una apuesta deportiva con cuota 1.5 apostando todo el saldo disponible de mi cuenta. La apuesta resultó ganadora.

A pesar de haber cumplido con esa condición, Betmaster posteriormente me indicó que la actividad de mi cuenta seguía siendo considerada insuficiente. Además, he continuado jugando dentro de la plataforma en slots, blackjack y ruleta, y debido a esto he comenzado a registrar nuevas pérdidas.

Lo que me preocupa es que, aunque estoy siguiendo las condiciones que me indican y he tenido actividad real en diferentes juegos, el casino continúa diciendo que mi actividad no es suficiente y sigue sin permitirme retirar mi dinero.

Considero que la situación es injusta, especialmente porque inicialmente se me indicó que realizar una apuesta con cuota 1.5 era el requisito para poder retirar, y yo cumplí con ello utilizando todo mi saldo disponible.

Quisiera solicitar su ayuda para revisar mi caso y determinar si Betmaster está actuando correctamente conforme a sus términos y condiciones, así como orientarme sobre qué puedo hacer para conseguir retirar mi saldo.

Puedo proporcionar capturas de las conversaciones con Betmaster, comprobantes del depósito, historial de apuestas, la apuesta con cuota 1.5 que resultó ganadora y cualquier otra evidencia necesaria.

Agradezco mucho su atención y espero que puedan ayudarme a resolver esta situación.

Saludos cordiales,

[redacted]

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Dear Grismxha,

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