Betmaster Casino MX - Igrač tvrdi da mu je isplata odložena.

I am unable to withdraw my balance because my account is blocked due to a KYC name mismatch.

The name was entered incorrectly during registration by mistake. However, my real identity documents and the payment method used for deposits and withdrawals are fully in my own name.

I have successfully completed multiple withdrawals to this same payment method in the past from this casino, which confirms legitimate use and good faith.

I contacted customer support several times and requested either a correction of the name or an escalation to the compliance department. Support refused to escalate the case and stated that only the incorrectly registered name holder can verify the account, even though this was a clear registration error and the account has never been verified.

As a result, my withdrawal remains blocked and no practical solution has been offered. I am requesting either a reasonable KYC correction or the processing of my withdrawal so the account can be closed properly.

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.

Dear KayserXR,

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

Hello,

Thank you for your response.

I understand the standard waiting period. However, this is not a normal withdrawal delay.

My withdrawal is blocked due to a KYC name mismatch, and the casino has explicitly confirmed that the account cannot be verified unless the incorrect name holder verifies it, which makes completion of KYC impossible.

I have already contacted the casino multiple times and received a final refusal to correct the name or escalate the case. I have also provided evidence of 7 successful previous withdrawals to the same payment method.

Since the withdrawal cannot be approved due to an unresolved KYC issue (not processing time), I kindly request your assistance with mediation.

Best regards,

Rigoberto S**** d** l*** R******

Dear KayserXR,

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.

Hello, thank you for following up.

I have not received the requested withdrawal nor a clear resolution from Betmaster.

The balance remains untouched in my account and I am fully available to cooperate.

I look forward to the next steps

Dear KayserXR,

Thank you for the update and for your cooperation so far.

In order for us to review the situation in detail and better understand the extent of the name mismatch, we kindly ask you to provide the following documents:

• A screenshot of your casino account where your registered name is clearly visible.

• Official identity documents (such as a passport or ID card) showing your correct full name.

• Any additional document that helps demonstrate what letter or letters were entered incorrectly during registration.

Please send these materials directly to karla.m@casino.guru from the same e-mail address you used to register your Casino Guru account, and include your complaint ID in the subject line.

Once we receive and review the documents, we will be able to assess the situation more accurately and determine the next steps.

Thank you for your cooperation.

Karla

Hi Karla, thank you for your message.

I have sent the requested documents directly to your email (karla.m@casino.guru) from the same address used for my Casino Guru account, including my complaint ID in the subject line.

Please note: the BetMaster app does not display the incorrectly registered name anywhere in the account section — it only shows my phone number and account ID. However, I attached screenshots of my balance and account details, as well as my official ID documents.

I am fully available for any additional verification needed.

Thank you.

Dear KayserXR,

Thank you for your message and for confirming that the documents were sent.

Unfortunately, I’m unable to locate your e-mail in my inbox. It’s possible that the message was not delivered correctly or was filtered.

Could you please confirm the exact e-mail address you used to send the documents? Additionally, I kindly ask you to either:

• resend the e-mail (please double-check the recipient address: karla.m@casino.guru and include your complaint ID in the subject line), or
• upload the screenshots directly here in the complaint thread for review.

Once I receive the documents, I will review them as soon as possible and proceed accordingly.

Thank you for your cooperation.

Karla

Dear KayserXR,

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.

I also would like to request if you could send me all the communication with casino so far and requests for correction of your account name, screenshots or emails. Please send them all to karla.m@casino.guru or attach them to this thread.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal K., michal.k@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.

Kind regards,

Karla Mayfly

Hello KayserXR,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Betmaster Casino MX to join the conversation.

Dear Betmaster Casino MX,

I fully understand that accurate and genuine personal information is required from every player, and I acknowledge the importance of this requirement. However, in this particular case, the player has indicated that an unintentional mistake was made in their name. The player has submitted valid identification documents as part of the KYC process, and I would also highlight that withdrawals have been successfully processed to them in the past without issue.

I believe there may be room here for a practical solution, and I'm hopeful that we can find a way to address this case fairly. I look forward to your response and any insights you can offer.

If there are any additional factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru.

Thank you in advance.

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 KayserXR,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Dirección General de Juegos y Sorteos de la Secretaría de Gobernación (SEGOB) and submit a complaint to them at quejasydenunciasjys@segob.gob.mx. The Gaming Authority might have more options and tools to help players. You might find our article How to submit a complaint to a regulator | Casino Guru helpful.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Betmaster Casino MX. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello,

Thank you for reopening the complaint in question.

We have reviewed the case and can confirm that the account has been blocked, and there are currently no funds available on the account for withdrawal.

Regarding the KYC procedure, we would like to clarify that the verification process was not successful and the customer was provided with instructions on how to proceed with the required verification steps.

Unfortunately, in some cases the use of incorrect or inconsistent personal information may occur for various reasons, which does not comply with the company’s Terms and Conditions and may lead to the verification being declined.

As previously communicated, the customer may submit a case to SEGOB if they are unhappy with how their case was handled. We will provide all relevant proof of our actions in accordance with the Terms and Conditions and compliance requirements.

Thank you.

Dear KayserXR,

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,
Michal
Casino.Guru