Betmaster Casino MX - Spelaren har problem med uttag.

Betmaster won't let me withdraw my $40,295.14. They want documents from a third party who helped me with the initial deposit. I've already verified my identity, but they keep asking for private information from another person that I can't provide for security reasons. I've offered other forms of verification, but they won't accept them. For this unfair reason, I ask for your kind assistance.

betmaster no me deja retirar mis $40,295.14 quieren documentos de un tercero que me ayudo con el deposito inicial yo lla verifique mi identidad pero ellos siguen pidiendo datos privados de otra persona que no puedo dar por seguridad e ofrecido otras formas de verificación y no aceptan por esa injustamente razón pido de su amable ayuda porfavor

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Dear Tripas369,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and the additional verification requests.

To better understand your situation and assess the case properly, I would like to ask you a few important questions:

• Could you please clarify what you meant by someone "helping with the initial deposit"? Do I understand correctly that a third party’s payment method was used to deposit funds into your casino account?
• Have you made any deposits using your own payment method, or were all deposits made via this third party?

These details are very important, as the use of third-party payment methods is often restricted by casinos due to AML (Anti-Money Laundering) regulations, and we need to clearly understand the circumstances of your deposit to evaluate whether the casino’s request is justified.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Not all deposits to my Betmaster account have been made with my own payment methods. The first deposit, made by my friend who recommended the app to me, was on May 20, 2025. All subsequent deposits and withdrawals have been made with my own payment methods. I was even asked to verify my account, which I did after my friend's deposit. My Betmaster account has been verified for some time now, and as I mentioned, I've been playing very well without any problems until now. With this withdrawal, I had previously withdrawn winnings of up to $29,000.00, and it was fine. Now, with this other amount of $40,295.00, they won't let me withdraw it. They're putting up a lot of obstacles. Only the deposit on May 20, 2025, which was the first deposit, was made by a third party. All subsequent deposits have been made with my own payment methods. Thank you, I will be waiting for your response.

No todos los depósitos ami cuenta de betmaster an sido con mi propios metos de pago solo cuando yo inicie a jugar mi amigo el que me recomendo jugar esa aplicacion fue el que me hiso el deposito que fue el 20 de mayo del 2025 todos los demás depósitos y retiros an sido con mis propios métodos de pago incluso se me pidió verificar mi cuenta y lo hise eso fue después de ese deposito de mi amigo ya hase algún tiempo que mi cuenta en betmaster esta verificada y como te digo yo había estado jugando muy bien sin ningún problema hasta ahora con este retiro ya había retirado que yo ganaba hasta $29,000.00 y muy bien y ahora con esta otra cantidad de $40,295.00 no me quiere dejar retirarlos me ponen muchas trabas solo el deposito con fecha del 20 de mayo de 2025 que fue el primer deposito me lo hiso un tercero todos los demás depósitos an sido con mis propios métodos de pago grasias estare pendiente de sus respuesta

Additional comments from the player:

What's happening? There's no progress on my complaint with Casino Grupo. I really need to know what's going to happen because I'm going through a rough patch financially and I don't know what to do. Please answer me!

Additional comments from the player:

Que pasa ningún avance de mi queja en casino grupo la verdad me urje saber que ba a pasar porque estoy pasando por una mala racha económica y no allo que haser porfavor respondan me porfaaaaaaaaaaaaaa

Dear Tripas369,

Thank you for your message.

I understand that this situation is stressful, especially given your current financial circumstances. However, I would like to kindly clarify that our last reply in this complaint was sent just two days ago. At the same time, we are currently handling more than 1,200 active complaints, so while we always do our best to respond as quickly as possible, some delays are unfortunately unavoidable.

Regarding your case, I would like to explain why the casino is requesting additional information and why this situation can be problematic.

You have confirmed that the first deposit into your account was made using a third party’s payment method (your friend). This is a very important detail. In the vast majority of online casinos, using someone else’s funds or payment method is strictly prohibited due to Anti-Money Laundering (AML) regulations and general security policies.

This is also clearly reflected in the casino’s Terms and Conditions, which state:

"Cualquier depósito o pago que haga o reciba el jugador podrá hacerse solamente a su Cuenta personal o recibirse en su propia cuenta de pago. Como regla general, no se procesarán los pagos de terceros o retiros a cuentas de pago de terceros."

("Any deposit or payment made or received by the player must be made only to their personal account or received into their own payment account. As a general rule, third-party payments or withdrawals to third-party payment accounts will not be processed.")

Additionally, the player confirms during registration that they are the beneficial owner of the account and that they are not acting on behalf of another person.

From the casino’s perspective, they must be able to clearly verify that:

• all funds used in the account belong to you, and
• the account is not being used by multiple individuals or for transferring funds between different persons.

Even if this happened only once and even if it was unintentional, it creates a compliance issue. This is why the casino is now requesting verification of the third party — they are obligated to investigate the origin of the funds.

I understand that you may not be able or willing to provide personal documents of another person. However, please keep in mind that without this verification, the casino may consider the account to be in breach of their terms and regulatory obligations.

At this stage, your cooperation is very important for us if we are to continue investigating the case and attempt to reach any possible resolution.

• Please let me know if there is any possibility for you to provide at least partial information regarding the third-party deposit (for example, confirmation from your friend or any supporting evidence), or if you have received any further communication from the casino.

Thank you.

The casino hasn't contacted me again. And I don't think I can provide any information about my friend because, as I mentioned before, I lost contact with him quite some time ago. I haven't heard from him since. Thank you.

No del casino ya no me an buelto a decir nada.y pues no creo que pueda prestar ningún tipo de información de mi amigo porque como ya les había comentado yo perdí contacto con dicha persona hase ya bastante tiempo. Y de igual manera no e vuelto a saber nada de el. Gracias

Hi Tripas369,

Thank you for your previous reply and clarification.

To better understand the situation and assess whether there is any possibility to move forward with your case, I would like to ask you a few additional questions:

• Can you please confirm that all subsequent deposits and withdrawals were made exclusively using your own personal payment methods?
• Were all the winnings you are now trying to withdraw generated after you started using only your own payment method?
• Could you please confirm whether all your withdrawals from this casino (including any past successful ones) were always paid exclusively to your own payment method(s)?

Thank you in advance for your reply.

Good morning. Yes, I can confirm that all subsequent deposits and withdrawals were made using my own payment methods.

And if all the profits were generated afterwards, well, let me tell you that they are asking me for information about the deposit that my friend made to me, which was dated May 20, 2025, almost a year ago.

And yes, all the withdrawals I made in the past were to my own payment methods. Thank you.

Buenos dias. Claro que si podría confirmar que todos los demás depósitos y retiros posteriores fueron con mis propios métodos de pago.

Y si todas las ganancias se generaron después pues con decirte que ellos me estan pidiendo información de lo del deposito que me hiso mi amigo que fue con fecha del 20 de mayo del 2025 hase casi lla un año.

Y si todos los retiros que yo realize en el pasado todos fueron a mis propios métodos de pago. Grasias

It's been a week since my complaint was resolved, and now the amount in dispute is $58,000 MXN. What's the latest on my complaint, please?

Hase una semana que no tengo razón a mi queja ahora el monto en disputa es de $58000MXN que novedades hay de mi queja porfavor

Hi Tripas369,

First of all, please accept my sincere apologies for the delayed reply. We are currently handling more than 1,400 complaints in progress, so some delays are unfortunately unavoidable.

Thank you for your previous answers and cooperation so far — it is very helpful.

Before we proceed further, I would like to kindly ask you one last important question for clarification:

Regarding the deposit made by your friend on May 20, 2025 — did you generate any winnings from this specific deposit, or was that amount lost? In other words, did you accumulate any balance or profits from that initial third-party deposit at the time?

This detail is very important for us to better understand the origin of your funds and assess the situation more accurately.

Thank you.

My transaction history for those dates shows that I didn't earn anything with the deposit of May 20, 2025, which is the one they are claiming from me, okay?

mi historial de transacciones de esas fechas donde se ve que no gane nada con el deposito de 20 de mayo del 2025 que es el que ellos me estan reclamando ok

??????????????

Dear Tripas369,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear Tripas369,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betmaster Casino MX representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We have reopened this complaint at the request of Betmaster Casino MX, in order to give this case another opportunity to be resolved and to help both parties reach a satisfactory conclusion.

We have received the following message from the casino representative:

"Hello,

We would like to clarify that the customer does not have any funds available for withdrawal on the account.

Could you please reopen the complaint, if possible?

Thank you."

Dear Tripas369,

Could you please provide us with an update regarding your withdrawals?

Thank you very much in advance for your cooperation.