Betmaster Casino MX - Ο παίκτης δεν έλαβε ακόμη τα κέρδη του.

Hello, Casino Guru team:

I am contacting you to request your help with a problem I am having with Betmaster regarding the withdrawal of my money.

I made a deposit of $1,917 MXN. I subsequently lost approximately $400, but managed to recover that amount playing blackjack. When I tried to withdraw my balance, Betmaster informed me that I had to meet a gaming condition: place a bet with minimum odds of 1.5, as I supposedly needed to demonstrate a certain level of activity before being able to withdraw.

To comply with the request, I placed a sports bet with odds of 1.5, wagering my entire available account balance. The bet was a winner.

Despite having met that condition, Betmaster later informed me that my account activity was still considered insufficient. Furthermore, I continued playing slots, blackjack, and roulette on the platform, and as a result, I began incurring further losses.

What worries me is that, although I am following the conditions they indicate and have had real activity in different games, the casino continues to say that my activity is not enough and still does not allow me to withdraw my money.

I believe the situation is unfair, especially since I was initially told that placing a bet with odds of 1.5 was the requirement to withdraw, and I fulfilled this requirement using my entire available balance.

I would like to request your assistance in reviewing my case and determining whether Betmaster is acting correctly in accordance with its terms and conditions, as well as guidance on what I can do to withdraw my balance.

I can provide screenshots of conversations with Betmaster, deposit receipts, betting history, the winning 1.5 odds bet, and any other necessary evidence.

I greatly appreciate your attention and hope you can help me resolve this situation.

Kind regards,

[redacted]

Hola, equipo de Casino Guru:

Me pongo en contacto con ustedes para solicitar su ayuda con un problema que estoy teniendo con Betmaster respecto al retiro de mi dinero.

Realicé un depósito de $1,917 MXN. Posteriormente perdí aproximadamente $400, pero logré recuperar esa cantidad jugando blackjack. Cuando intenté retirar mi saldo, Betmaster me informó que debía cumplir una condición de juego: realizar una apuesta con una cuota mínima de 1.5, ya que supuestamente necesitaba demostrar cierta actividad antes de poder retirar.

Para cumplir con lo que me solicitaron, realicé una apuesta deportiva con cuota 1.5 apostando todo el saldo disponible de mi cuenta. La apuesta resultó ganadora.

A pesar de haber cumplido con esa condición, Betmaster posteriormente me indicó que la actividad de mi cuenta seguía siendo considerada insuficiente. Además, he continuado jugando dentro de la plataforma en slots, blackjack y ruleta, y debido a esto he comenzado a registrar nuevas pérdidas.

Lo que me preocupa es que, aunque estoy siguiendo las condiciones que me indican y he tenido actividad real en diferentes juegos, el casino continúa diciendo que mi actividad no es suficiente y sigue sin permitirme retirar mi dinero.

Considero que la situación es injusta, especialmente porque inicialmente se me indicó que realizar una apuesta con cuota 1.5 era el requisito para poder retirar, y yo cumplí con ello utilizando todo mi saldo disponible.

Quisiera solicitar su ayuda para revisar mi caso y determinar si Betmaster está actuando correctamente conforme a sus términos y condiciones, así como orientarme sobre qué puedo hacer para conseguir retirar mi saldo.

Puedo proporcionar capturas de las conversaciones con Betmaster, comprobantes del depósito, historial de apuestas, la apuesta con cuota 1.5 que resultó ganadora y cualquier otra evidencia necesaria.

Agradezco mucho su atención y espero que puedan ayudarme a resolver esta situación.

Saludos cordiales,

[redacted]

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Dear Grismxha,

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

Thank you for providing the additional information, Grismxha.

We reviewed Betmaster’s Terms and Conditions and found that they state that the value of a deposit should be applied to gameplay in its entirety before a withdrawal is requested. In practical terms, this appears to mean that the deposited amount should be wagered 100% (1x) before withdrawal. The terms also indicate that deposits are intended for playing rather than simply depositing and withdrawing the funds.

Please confirm whether you wagered the full value of your $1,917 MXN deposit before attempting to withdraw.

Could you please provide:

• A screenshot of your deposit and withdrawal history, showing the $1,917 MXN deposit and your subsequent withdrawal request(s).
• Your complete gaming/betting history from the moment you made this deposit until the withdrawal request, preferably showing the amounts of all bets placed during this period.

This will allow us to calculate the total amount wagered and determine whether the deposit had already been wagered 100% before you requested the withdrawal.

Hello, thank you for reviewing my case.

I want to confirm that I did use my entire deposit of $1,917 MXN to place bets before requesting a withdrawal.

In fact, yesterday I used practically my entire available balance on different sports bets, placing bets with odds higher than 1.60. I lost two of them, with losses of approximately $1,000 MXN, and only one was a winner.

Therefore, not only did I wager the full amount of my initial deposit, but my gaming activity continued and the total volume wagered was greater than the $1,917 MXN deposited.

In addition, I had previously carried out other activities within the account, including sports betting, slots, blackjack, roulette and baccarat.

I believe this clearly demonstrates that the deposit was used for gambling and that it was not a simple deposit followed by an attempted withdrawal.

I will attach my full history of bets, deposits and withdrawals so you can check the amounts and dates directly.

I would appreciate it if you could specifically review whether, with this activity, Betmaster can really consider that I did not meet the 1x wagering requirement of the deposit of $1,917 MXN, since I believe that said requirement was met.

Thank you for your intervention and for helping me resolve this situation.

Kind regards,

[redacted]

Hola, gracias por la revisión de mi caso.

Quiero confirmar que sí utilicé el total de mi depósito de $1,917 MXN para realizar apuestas antes de solicitar el retiro.

De hecho, el día de ayer utilicé prácticamente todo mi saldo disponible en diferentes apuestas deportivas, realizando apuestas con cuotas superiores a 1.60. Perdí dos de ellas, con pérdidas aproximadas de $1,000 MXN, y únicamente una resultó ganadora.

Por lo tanto, no solamente aposté el monto total de mi depósito inicial, sino que mi actividad de juego continuó y el volumen total apostado fue superior a los $1,917 MXN depositados.

Además, anteriormente ya había realizado otras actividades dentro de la cuenta, incluyendo apuestas deportivas, slots, blackjack, ruleta y baccarat.

Considero que esto demuestra claramente que el depósito fue utilizado para jugar y que no se trató de un simple depósito seguido de un intento de retiro.

Adjuntaré mi historial completo de apuestas, depósitos y retiros para que puedan comprobar las cantidades y fechas directamente.

Les agradecería que revisaran específicamente si, con esta actividad, Betmaster realmente puede considerar que no cumplí con el requisito de apuesta 1x del depósito de $1,917 MXN, ya que considero que dicho requisito fue cumplido.

Gracias por su intervención y por ayudarme a resolver esta situación.

Saludos cordiales,

[redacted]

Thank you for your reply, Grismxha.

I understand that your gaming activity continued and that you wagered more than $1,917 MXN. Could you please update us on whether your withdrawal was processed?

If it wasn't, please post screenshots of your correspondence with the casino and your withdrawal request.

I appreciate your assistance.

Hello, good morning, I appreciate the follow-up on my case.

If so, I continued to wager my entire balance on bets with odds higher than 1.5, and so far no withdrawal has been processed.

Hola buenos días agradezco el seguimiento a mi caso

Si así es continúe jugando todo mi saldo en apuestas de cuota superiores a 1.5 y hasta el momento ningún retiro ah sido procesado

Dear Grismxha,

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, Endri, ([email protected]). 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,

Jean

Hello Grismxha,

My name is Endri, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betmaster Casino MX,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Endri