Betmaster Casino MX - Учетная запись игрока закрыта.

About six months ago, I deposited 150 pesos into my Betmaster account. My account is verified. When I tried to play my money, it wouldn't let me. When I contacted support, they asked for verification documents, which I sent about five times. They also asked for information about some virtual cards that I no longer have and never used to deposit with Betmaster. It took almost a year to activate my account so I could play. Once my account was active, I played my money and won a little, about $500. When I tried to withdraw, my withdrawal never arrived. When I contacted support, they made me send all the documentation I had already sent again, and on top of that, they insisted on providing information about cards I didn't use for the deposit. I used my bank's SPEI transfer. I sent them the CEP (bank statement) and bank statement, and they told me to wait four days. Five days passed, and nothing happened. I contacted support again, and they asked for information about those virtual cards I never used to deposit. In the end, they blocked my account. According to the multiple accounts alert, I never had multiple accounts. I live with family members, some of whom play casino games, and we use the same Wi-Fi. Maybe that's what triggered the multiple accounts alert. I just want my money back. I don't care if I don't get my winnings; I just want my deposit back.

Hace medio año deposite 150 pesos ami cuenta de betmaster mi cuenta esta verificada, Al depositar quise jugar mi dinero y no me dejava, Al contactar a supporte me pidieron documentos de verification que mande como 5 veces, y me pidieron information de unas tarjetas virtuales que ya no tengo, y nunca deposite en betmaster con estas tarjetas, bueno tardo casi un año para poder activar mi Cuenta para poder jugar, ya que mi Cuenta estava activa jugue mi dinero y gane un poco de dinero 500$ Al tratar de retirar mi retiro nunca llego, cuando contacte a supporte me isieron mandar otra ves toda la documentacion que ya avia mandado y aparte afuerza me pedia unas tarjetas que no use para aser El El deposito que yo ise, yo use mi banco transferencia spei Les mande El cep y estado de Cuenta y me dijieeron que esperara 4 dias, 5 dias pasaron y nada contacte a supporte y me pedian la information de esas tarjetas virtuales que nunca use para depositar, Al final me blockeaeron mi cuenta segun por multiple cuentas nunca tuve multiple cuentas, vivo con familiares que algunos juegan casino y usamos El mismo wifi ala mejor eso iso que alertara de multiple cuentas, yo nomas quiero mi dinero no importa si no me Dan las ganancias, que.me regresen mi deposito

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re experiencing. Please allow me to ask you a few questions so that I can better understand the situation.

• Could you please confirm whether the virtual cards the casino wants to verify belong solely to you, or whether any of them belong to a family member who also has an account at this casino?
• Did you use these virtual cards to make deposits into the casino?
• When was the last time you submitted any identity documents to the casino for verification?
• How did you create the virtual cards mentioned by the casino? Are they all linked to the same bank account, or to different accounts?
• What was the real-money balance in your casino account when it was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika