Betmaster Casino MX - Spelarnas uttag avbryts.

I am filing this complaint against Betmaster for problems with my withdrawals.

Chronology of the problem:

• On February 24th I attempted to make my first retreat.

• Since that date, each withdrawal request is automatically cancelled after approximately 24 hours and the money is returned to my balance.

My account information:

• My account is fully verified.

• The deposits were made via SPEI.

Casino support told me I needed to place bets with odds of 1.6 or higher to be able to withdraw. Following their instructions, I placed bets totaling approximately 207,264 MXN with odds of 1.6 or higher.

Despite complying with the requirements, the casino continues to cancel my withdrawal requests and repeat the same "insufficient activity" message.

I currently have a balance of 92,689.63 MXN in my account and I have not used any bonuses.

I request Casino Guru's assistance in getting the casino to process my withdrawal or clearly explain what additional requirement I must meet.

Estoy presentando esta queja contra Betmaster por problemas con mis retiros.

Cronología del problema:

• El 24 de febrero intenté realizar mi primer retiro.

• Desde esa fecha, cada solicitud de retiro se cancela automáticamente después de aproximadamente 24 horas y el dinero vuelve a mi saldo.

Información de mi cuenta:

• Mi cuenta está completamente verificada.

• Los depósitos se realizaron mediante SPEI.

El soporte del casino me indicó que debía realizar apuestas con cuotas de 1.6 o superiores para poder retirar. Siguiendo sus instrucciones, realicé apuestas por aproximadamente 207,264 MXN con cuotas iguales o superiores a 1.6.

A pesar de cumplir con lo solicitado, el casino continúa cancelando mis solicitudes de retiro y repitiendo el mismo mensaje de "actividad insuficiente".

Actualmente tengo un saldo de 92,689.63 MXN en mi cuenta y no he utilizado bonos.

Solicito la ayuda de Casino Guru para que el casino procese mi retiro o explique claramente qué requisito adicional debo cumplir.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

If the value of a deposit is not applied to the game in full before a withdrawal is requested, or if there is evidence that a series of bets have been placed that result in guaranteed winnings, regardless of the outcome, or when all bets are considered low risk, the Company reserves the right to request a receipt proving that the bet is not low risk before processing any withdrawal

It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money. Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies. Please let us know if this explanation was satisfactory.

Looking forward to hearing from you.

Best regards,

Attila