Betmaster Casino MX - O pagamento do jogador foi atrasado.

I tried the application of this blessed casino, my first deposit was about 300 pesos and at the end of my play I ended up with 700* and some pesos, when I tried to make my withdrawal something told me about Spei, well I made the transfer and I'm still the same, although now with 50 pesos frozen there while I waited to withdraw with my money with the deposit I made and the one I won cleanly and without bothering anyone.

Please note that this is my second time trying out a casino, and I never thought something like this would happen to me. I trusted it, perhaps out of stupidity, since my other casino's app took a long time to load, and I couldn't start betting the way I wanted.

No one in the help chat helps me and I don't know if it's normal but I hate feeling ignored when my money is at stake, I don't want it to be just paralyzed there, if someone from Betmaster sees this know that if they don't give me back my money I will file a complaint with the public ministry and wherever I have to do it, I know it sounds like little money but it was money that I worked for to play quietly and now I'm stressed because I can't see my damn money.

What a way to close the night, bravo eh.

Probé la aplicación de este dichoso casino, mi primer deposito fue de algunos 300 pesos y al final de mi jugada termine con 700* y pico pesos, cuando intente hacer mi retiro algo me decía sobre Spei, bueno hice la tal transferencia y sigo igual, aunque ahora con 50 pesos paralizados ahí mientras que esperaba retirarme con mi dinero con el depósito que hice y el que gané limpiamente y sin molestar a nadie.

Sepan que es mi segunda vez probando un casino en mi vida y jamás pensé que algo así me pasaría, me confíe por estúpida quizás ya que la aplicación de mi otro casino tardaba mucho en cargar y no podía empezar a apostar como quería.

Nadie en el chat de ayuda me atiende y no se si es normal pero detesto sentirme ignorada cuando mi dinero está en juego, no quiero que esté ahí paralizado simplemente, si alguien de Betmaster ve esto sepa que sino me devuelven mi dinero lo llevaré a una denuncia en el ministerio público y donde lo tenga que hacer, se que suena poco dinero pero fue dinero que yo trabaje para jugar tranquilamente y ahora estoy estresada porque no veo mi maldito dinero.

Vaya manera de cerrar la noche, bravo eh.

Dear Dianal23,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Dianal23,

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.

Nope, I logged back in after a few days and it's still the same. It tells me I can withdraw the 50 pesos but not the 790 pesos I've earned because "This payment method doesn't allow withdrawals." But first, it asked me for the 50 pesos in Spei to make said withdrawal.

And the 50 pesos are still stuck, since I need at least 200 to withdraw. 😑

So we are still the same as 2 and a half weeks ago.

Nop, he vuelto a entrar después de estos días y sigue igual. Me dice que puedo hacer retiro de los 50 pesos pero no de los 790 pesos que tengo ganados porque "Este método de pago no permite retiros" Pero antes me pidió los 50 pesos en Spei para hacer dicho retiro.

Y los 50 pesos siguen igual de atorados ya que necesito de mínimo 200 para hacer retiro. 😑

Así que seguimos igual que hace 2 semanas y media.

Dear Dianal23,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

I have already sent an email, if you could please reply to me promptly. It seems very unfair to me that apart from the money I put in out of my pocket, I have won and apart from asking for 50 pesos to be able to make my withdrawal, they are asking me for 132 pesos more for nothing, when it is assumed that I have already played in their filthy casino and won double what I put in. If you could resolve the case for me, I would be very grateful because I am not going to put one more peso in there.

Thank you.

Ya he mandado un email si me lo pudiera responder prontamente por favor, se me hace muy injusto que aparte del dinero que puse de mi bolsillo, haya ganado y aparte de pedir 50 pesos para poder hacer mi retiro me piden 132 pesos más para nada, cuando se supone que ya jugué en su mugre casino y gane el doble de lo que puse, si me pudieran resolver el caso se los agradecería muchísimo porque yo no voy a poner un peso más ahí.

Gracias.

Dear Dianal23,

Following our communication with the casino, we’ve been informed that your funds are currently pending due to an outstanding wagering requirement on your initial deposit.

Please note that this is in accordance with standard Anti-Money Laundering (AML) policies.

We kindly recommend completing the required wagering in order to proceed with your withdrawal.

Should you have any questions or need further assistance, please don’t hesitate to reach out.

Best regards,

Nick

Dear Dianal23,

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,
Nick
Casino.Guru