Betmaster Casino MX - Povlačenje igrača je odloženo.

It turns out that I won that amount with the BETMASTER Casino and to this day they have not wanted to pay me the money. I pressed to withdraw and nothing. I have already contacted customer service and they just keep putting me off, asking for an account statement, their password, etc. I have been like this for the entire month of March 2025 until today... Does anyone know how I can report it and recover the money... it was for my high school and other things like my grandmother's medicines that I want to help her with?

Resulta que gane dicha cantidad con el Casino BETMASTER y al sol de hoy no me an querido pagar el dinero preciono en retirar y nada ya me contacte con servicio al cliente y nada más me dan largas que si un estado de cuenta que si su clave etc llevo todo el mes de marzo del 2025 así hasta hoy... Alguien sabe cómo puedo hacerle para denunciar y recuperar el dinero.. era para mi prepa y otras cosas como medicamentos de mi abuela que quiero ayudarla

Dear El_juzo9w72,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Do I understand correctly that your account has not been verified yet?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

1- No, I have never withdrawn a successful withdrawal.

2-My account is already verified, they even asked me for an extra statement to which I made the deposit.

3- without bonus

1- no nunca eh retirado un retiro exitoso alguna.

2-ya mi cuenta está verificada hasta me pidieron un estado de cuenta extra ala que yo hize el depósito mmm

3- sin bono

Thank you for your reply, El_juzo9w72. Do I understand correctly that you are unable to request a withdrawal?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I received your email, but it didn't contain the communication between you and the casino. Can you please forward it to me so we can proceed with this complaint?

Thank you very much, El_juzo9w72, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear El_juzo9w72,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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 state the reason why the player's withdrawal has not yet been processed?

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.

Dear customer,

Thank you for your request.

Please provide your phone number with the country code so we can identify your account and assist you accordingly.

Best regards.

Dear El_juzo9w72, feel free to share your information here, I will hide it and mark as sensitive so that no one beside you, me and casino team will see it.

Dear Casino representative, can you please help the player out now? Let us know the update. Thank you

Dear El_juzo9w72, can you please let us know the update? Thank you

Dear El_juzo9w72,

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.

Yes, excuse me, I have checked and such intervention is no longer necessary, but I am very upset and ashamed to come here to this platform so that the Casino can respond. I would like you to improve this issue of payment and money deposits in the future so that it does not happen again. For my part, I am in the process of deleting the account. Thank you very much for helping me. See you later.

Si disculpe eh revisado y si ya no es necesario tal intervención pero si me disgusto y apenó mucho recurrir acá en esta plataforma para que el Casino contestara me gustaría que me mejorarán este tema de pago y ingresos de dinero en un futuro no se repita por mi parte estoy en proceso de eliminación de la cuenta muchas gracias por atenderme hasta luego

El_juzo9w72

I totally understand that it wasn´t a good user experience! But despite that I'm glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru