Betmaster Casino MX - Процесс отказа игрока от участия был несправедливо затянут.

Formal administrative complaint against Betmaster Mexico due to the unjustified withholding of my funds and the blocking of my withdrawals, a situation that has persisted for a full month (since July 1, 2026), despite having complied with the platform's regulations.

1. Background and chronology of the case:

July 1, 2026: My account was subjected to a "detailed review by the specialized department" under ticket #ERZKLK, blocking both games and withdrawals.

July 16, 2026: Ticket #A48KE8 was opened for follow-up, receiving only generic responses of waiting ("sent to the corresponding department").

Current situation (July 24, 2026): Strangely, the game block has been lifted and I'm allowed to bet, but the withdrawal option remains blocked, which suggests a strategy by the platform to encourage spending the held balance instead of processing my refund. More than 72 hours have passed since the last support notification without a real solution. Reading the complaints, I realize this is true: the casino waits until you spend all the money in your account before responding. I don't understand why, if they make so much money, they try to squeeze out even more crumbs. Once you've used up your balance, they encourage you to deposit more money so the cycle repeats. Furthermore, they respond mockingly, saying your situation is resolved and marking the complaint as closed. Finally, they sent me an email saying I can now try to make withdrawals, but it won't let me.

​Reclamo administrativo formal en contra de Betmaster México debido a la retención injustificada de mis fondos y el bloqueo de mis retiros, situación que ha persistido durante un mes completo (desde el 1 de julio de 2026), a pesar de haber cumplido con las normativas de la plataforma.

​1. Antecedentes y cronología del caso:

​1 de julio de 2026: Mi cuenta fue sometida a una "revisión detallada por el departamento especializado" bajo el ticket #ERZKLK, bloqueando tanto los juegos como los retiros.

​16 de julio de 2026: Se abrió el ticket #A48KE8 para dar seguimiento, recibiendo únicamente respuestas genéricas de espera ("enviado al departamento correspondiente").

​Situación actual (24 de julio de 2026): Extrañamente, el bloqueo de los juegos ya fue levantado y se me permite apostar, pero la opción de retiro continúa bloqueada, lo que evidencia una presunta estrategia de la plataforma para incentivar el consumo del saldo retenido en lugar de procesar mi devolución. Han pasado más de 72 horas desde el último aviso de soporte sin una solución real. Leyendo las quejas me doy cuenta que esto es real de que el casino espera a que te gastes el dinero en tu cuenta para poder responderte, no comprendo por qué si ganan mucho dinero tratan de rascar más migajas. Una vez que te acabas tu saldo te invitan a depositar más dinero para que se repita el ciclo. Además aquí también te responden con forma de burla al decir que tú situación ya está solucionada y ponen la queja como cerrada. Por último me mandaron un correo que ya puedo intentar realizar retiros pero no me deja retirar

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 Rekker

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have successfully completed the KYC verification process?
• Have you ever made a successful withdrawal from this casino before?
• Do you currently have any active or pending withdrawal requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Rekker,

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,
Karla
Casino.Guru