Betmaster Casino MX - Ο παίκτης ισχυρίζεται ότι η πληρωμή καθυστέρησε.

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 Sánchez de la Rosa

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 [email protected] 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 ([email protected]) 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: [email protected] 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