Betmaster Casino MX - Аккаунт игрока был закрыт без уважительной причины.

Dear Casino Guru Team,

I am writing to you to request your help and guidance regarding a situation I have encountered with the Betmaster Mexico casino.

Between September 19 and 30, 2025, I made approximately five deposits to my Betmaster account, totaling $19,000 Mexican pesos. The payments were made via SPEI transfers from my personal bank account at Banamex, and one of them was possibly made via credit card. All payments were processed correctly and reflected in my casino account.

I played legitimately and did, in fact, make a profit. I'm not claiming any promotional bonuses or abusing promotions; I simply want to recover the funds I deposited (and, to be fair, my legitimate winnings as well). However, days later, the casino blocked my account, claiming I was "multi-accounting." I consider this accusation unfounded, as all my documents are in order, deposits were made from my personal bank accounts, and my identity was verified. I have not operated multiple accounts or committed any actions that would warrant such a penalty.

I've tried to resolve this directly with their support, but the response has been negative: not only have they denied me my winnings, but they've also denied me the full return of my personal deposits, which I find unacceptable and unfair.

I hereby request your support for:

Evaluate my case as a formal complaint to Casino Guru.

Please advise me on whether Betmaster has engaged in any abusive practices.

Intercede so that the casino reimburses me at least my original deposits, which were not used for fraud or violated its terms.

Review whether this conduct affects your rating or reputation as an international operator.

I have all the payment receipts, screenshots of my account, and the email from the casino notifying me of the block and the denial of the refund. If you need it, I can attach all the necessary evidence.

I deeply appreciate your attention and the service you provide to players affected by situations like this.

Estimado equipo de Casino Guru:

Me dirijo a ustedes con el fin de solicitar su ayuda y orientación respecto a una situación que he enfrentado con el casino Betmaster México.

Entre el 19 y el 30 de septiembre de 2025 realicé aproximadamente cinco depósitos a mi cuenta en Betmaster por un monto total de $19,000 pesos mexicanos. Los pagos fueron efectuados mediante transferencias SPEI desde mi cuenta bancaria personal en Banamex, y uno de ellos posiblemente por tarjeta de crédito. Todos los pagos fueron procesados correctamente y se reflejaron en mi cuenta del casino.

Jugué de forma legítima y, de hecho, obtuve ganancias. No estoy reclamando ningún bono promocional ni abusando de promociones; únicamente deseo recuperar los fondos que deposité (y, por justicia, también mis ganancias legítimas). Sin embargo, días después el casino bloqueó mi cuenta bajo el argumento de que incurrí en "multicuentas". Considero esta acusación infundada, ya que todos mis documentos están en orden, los depósitos se hicieron desde mis cuentas bancarias personales, y mi identidad fue verificada. No he operado múltiples cuentas ni cometido ninguna acción que justifique una sanción de este tipo.

He intentado resolver esto directamente con su soporte, pero la respuesta ha sido negativa: no solo me han negado las ganancias, sino también la devolución íntegra de mis depósitos personales, lo cual me parece inaceptable e injusto.

Solicito por este medio su apoyo para:

Evaluar mi caso como una queja formal ante Casino Guru.

Orientarme sobre si Betmaster ha incurrido en alguna práctica abusiva.

Interceder para que el casino me reintegre al menos mis depósitos originales, que no fueron utilizados para fraude ni violaron sus términos.

Revisar si esta conducta afecta su calificación o reputación como operador internacional.

Cuento con todos los comprobantes de pago, capturas de pantalla de mi cuenta y el correo del casino donde me notifican el bloqueo y la negativa de devolución. Si ustedes lo requieren, puedo adjuntar toda la evidencia necesaria.

Agradezco profundamente su atención y el servicio que brindan a jugadores afectados por situaciones como esta.

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Stay safe.

Hello,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• 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

Dear rocampo12,

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.

Hello, good afternoon:

Sorry for answering until now, I'll answer your questions directly:

Is there a chance that someone in your household or using the same IP address has also created an account at this casino?

No, I'm the only person who has created an account and played from my network or home.

Could you tell me which games you focused on: slots, live casino, sports betting, etc.?

Mainly in sports betting and Playtech slots.

Did you pass verification before losing account access?

Yes, I had already passed an identity verification before my account was blocked.

Did you accumulate your winnings with or without an active bonus?

At first, I did participate in the Betmaster welcome bonus, which I completed and withdrew without any problems.

Afterwards, I continued playing without a bonus and was able to withdraw without any issues. For that reason, I continued depositing on the platform, as I trusted its performance.

Later, I received a message informing me that my account was undergoing further verification, which I interpreted as a normal process. I continued playing and making deposits—a total of 14 deposits, totaling approximately $22,000 MXN.

During that time, I won and lost, keeping my balance between $20,000 and $22,000. At no point was there any extraordinary profit, nor did I use any unfair promotions.

I contacted support several times, and they assured me there was no problem. However, after more than a month, they blocked my account and withheld my funds.

I am now attaching the SPEI payment receipts that I managed to obtain from Banxico, which support my deposits.

I am also submitting these documents to the Ministry of the Interior (Games and Lotteries) as part of my formal complaint for unjustified withholding of funds.

Hola, buenas tardes:

Perdón por contestar hasta ahora, respondo directamente sus preguntas:

¿Existe la posibilidad de que alguien de su hogar o que utilice la misma dirección IP también haya creado una cuenta en este casino?

No, soy la única persona que ha creado una cuenta y jugado desde mi red o domicilio.

¿Podrías indicarme en qué juegos te concentrabas: tragamonedas, casino en vivo, apuestas deportivas, etc.?

Principalmente en apuestas deportivas y tragamonedas de Playtech.

¿Pasaste la verificación antes de perder el acceso a la cuenta?

Sí, ya había pasado una verificación de identidad antes de que bloquearan mi cuenta.

¿Acumulaste tus ganancias con o sin bono activo?

Al inicio sí participé con el bono de bienvenida de Betmaster, el cual cumplí y retiré sin problemas.

Después seguí jugando sin bono y podía retirar sin inconvenientes. Por esa razón continué depositando en la plataforma, ya que confiaba en su funcionamiento.

Más adelante recibí un mensaje informando que mi cuenta estaba en proceso de verificación adicional, lo que interpreté como un trámite normal. Seguí jugando y realizando depósitos — en total 14 depósitos por $22,000 MXN aproximadamente.

Durante ese tiempo ganaba y perdía, manteniendo mi saldo entre $20,000 y $22,000. En ningún momento se trató de una ganancia extraordinaria ni utilicé promociones indebidas.

Contacté varias veces al soporte, quienes me aseguraron que no había problema. Sin embargo, tras más de un mes, bloquearon mi cuenta y retuvieron mis fondos.

Adjunto ahora los comprobantes de pago SPEI que logré obtener de Banxico, los cuales respaldan mis depósitos.

Estos documentos los estoy presentando también ante la Secretaría de Gobernación (Juegos y Sorteos) como parte de mi demanda formal por retención injustificada de fondos.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear rocampo12,

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,
Kristina
Casino.Guru