Betmaster Casino MX - El jugador aún no ha recibido las ganancias.

I've tried to withdraw my balance and haven't been able to; it just keeps saying "processing." I've sent countless messages and only receive the same one saying they're in high demand and to be patient. I've asked if I need to do anything else, send any additional documents, if I need to bet more, what the progress is in case they require a rollover, and nothing, just the same message. Originally, I had won 91,000 Mexican pesos, but I thought that maybe by betting more they would be released, and in the end, only 70 remained. I want to withdraw it, and it keeps saying "processing," but nobody is resolving anything for me.

Eh intentado retirar un saldo y no eh podido sale solamente como procesando tmb ej mandado infinitamente de mensajes y solo recibo el mismo mjs que tienen mucha demanda que tenga paciencia eh pedido por favor que me digan si tengo que hacer algo mas enviar algún documento mas que si tengo que apostar mas que cual es el avance en caso de que me pidan rollover y nada solo el mismo msj originalmente había ganado 91 000 pesos mexicanos pero pensé que tal vez apostando mas se liberarian y al final solo quedaron 70 lo quisr retirar y me sale procesando pero nadie me resuelva nada .

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Dear Karloscabrera1234,

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

Dear Karloscabrera1234,

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.

Dear Karloscabrera1234,

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