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I had a very bad experience with Betmaster Casino MX.

For approximately four months, I played on their platform, depositing and withdrawing normally, always using my same bank account, without any problems. My transactions are clear and verifiable.

I made my last deposit on August 28, 2025, and I haven't moved any more money since then (neither deposits nor withdrawals) in September. The balance I generated was solely from my legitimate bets.

The problem is that my withdrawal of $7,300 MXN was canceled without a valid reason, even though:

1. All previous deposits and withdrawals were made from the same account.

2. I have never violated any terms or conditions or opened multiple accounts.

3. Even on previous occasions when I lost access to my phone number, I contacted support and was told it was fine to continue using my account. I always acted in good faith, following their instructions.

I find this treatment completely unjustified, since withholding legitimately earned funds constitutes an improper practice.

I have attached screenshots of my deposits, withdrawals, and account statements (May to August), which clearly show that all transactions were normal and legal.

I request that the pending withdrawal be released, since the money belongs to me fairly.

He tenido una muy mala experiencia con Betmaster Casino MX.

Durante aproximadamente 4 meses estuve jugando en su plataforma, depositando y retirando de forma normal, siempre con mi misma cuenta bancaria y sin ningún problema. Mis movimientos son claros y comprobables.

El 28 de agosto de 2025 realicé mi último depósito, y a partir de ahí no volví a mover dinero en septiembre (ni depósitos ni retiros). El saldo que generé fue producto exclusivo de mis apuestas legítimas.

El problema es que mi retiro de $7,300 MXN fue cancelado sin razón válida, a pesar de que:

1. Todos los depósitos y retiros previos fueron hechos de la misma cuenta.

2. Nunca violé términos ni condiciones, ni abrí múltiples cuentas.

3. Incluso en ocasiones anteriores, cuando perdí acceso a mi número telefónico, me comuniqué con soporte y me indicaron que no había inconveniente en continuar con mi cuenta. Siempre actué de buena fe siguiendo sus instrucciones.

Me parece un trato totalmente injustificado, ya que retener fondos ganados de forma legítima constituye una práctica indebida.

Adjunto capturas de mis depósitos, retiros y estados de cuenta (mayo a agosto), donde se ve con claridad que todos los movimientos fueron normales y legales.

Solicito que se me libere el retiro pendiente, ya que el dinero me corresponde de manera justa

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.

• Could you please clarify whether your winnings have been confiscated or your withdrawal has been pending for too long?
• When exactly did you make the last successful withdrawal, and how many days did it take to be processed?
• 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

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Hello Cristina, thank you for taking care of my case.

1. My earnings were confiscated, as my account was closed under the accusation of "account skimming."

2. I want to clarify that I never maintained multiple active accounts. What happened was that, after losing my phone number, I contacted Betmaster's support team, and they told me I could open a new account and cancel my old one. I followed their instructions at all times and always acted in good faith.

3. My last successful withdrawal was on August 22, 2025, which took 2 days to process.

4. All my earnings were generated without an active bonus, only with deposits made from my personal account.

For four months, I made deposits and withdrawals without any issues. However, the casino has now closed my account and confiscated my 7,300 MXN, which I consider unfair, since I acted on the instructions of support.

I really appreciate your support and hope you can help me recover my funds as soon as possible.

Sincerely,

Luis F*** N*** H***

Hola Cristina, gracias por atender mi caso.

1. Mis ganancias fueron confiscadas, ya que mi cuenta fue cerrada bajo la acusación de "multiplicación de cuentas".

2. Quiero aclarar que nunca mantuve múltiples cuentas activas. Lo que ocurrió fue que, al perder mi número de teléfono, me comuniqué con el servicio de soporte de Betmaster y ellos mismos me indicaron que podía abrir una nueva cuenta y dar de baja la anterior. Seguí sus instrucciones en todo momento y siempre actué de buena fe.

3. Mi último retiro exitoso fue el 22 de agosto de 2025, que tardó 2 días en procesarse.

4. Todas mis ganancias se generaron sin bono activo, únicamente con depósitos hechos desde mi cuenta personal.

Durante 4 meses realicé depósitos y retiros sin ningún inconveniente. Sin embargo, ahora el casino ha cerrado mi cuenta y confiscado mis 7,300 MXN, lo cual considero injusto, ya que actué siguiendo las indicaciones del propio soporte.

Agradezco mucho su apoyo y espero que puedan ayudarme a recuperar mis fondos lo antes posible.

Atentamente,

Luis F*** N*** H***

Thank you for your reply, Fernando7500. I noticed, based on the screenshots you attached to this complaint, that you focused on sports betting. I apologize, but if you have only placed bets on sports events and your account has been blocked, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.