Betmaster Casino MX - El jugador enfrenta solicitudes de múltiples documentos de verificación.

Son. Some thieves are asking me for photos of credit cards of people I never used on the account.

Son. Unos ladrones me están pidiendo fotos de tarjetas de crédito de personas quenunca use en la cuenta

Dear octubreoctubre224766,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betmaster Casino MX.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain what the alleged connections are between the persons mentioned by the casino support and you?
• Do you know whether these are the players of this online casino?
• Have you used your money exclusively to deposit in the casino?
• Could you please explain how much you deposited into the casino altogether, to your knowledge?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me the relevant communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Well, if all the money that has been deposited is my money since the people who have already asked me for blood tests are tenants of where I live... I have even recommended the casino to some of them since they are fast for payments in small amounts. Well... once they even transferred money to me via spei directly to the casino and since they all live here, there is no problem at all... The problem is that now that I win, they are asking me for the DNA of each person from whom they transfer money to me.

Bueno si todo el dinero que se a depositado es dinero mío ya que las personas de las cuales ya me pidieron hasta análisis de sangre son inquilinos de dónde vivo .. incluso e recomendado el casino con algunos de ellos ya que para los pagos en cantidades pequeñas son rápidos bueno .. alguna vez me llegaron a transferir via spei dinero directo al casino y como todos vivíen aquí pues no ay problema alguno... El problema es que ahora que gane me están pidiendo hasta el ADN de cada persona de la cual me transfiera dinero

And I clarify that I have deposited more than 35,000 since that was the pretext to retain the money that according to that amount it is necessary to verify in order to withdraw... coincidentally when I win 10 thousand and it was not won with a bonus, everything was legal and I deposited the money by transfer. I don't understand why they ask for cards.

Y aclaro yo e depositado más de 35,000 ya que ese fue el pretexto para retener ell dinero que según apartir de esa cantidad ya se ocupa verificar para retirar .. casualmente cuando gano 10mil y no fue ganado con bono fue todo legal y el dinero lo depósite por transferencia no entiendo para que piden tarjetas

They already asked me for all the account statements, I already sent them in original PDF, they show all the deposits made to the casino... then they asked me for identification of me and all my tenants, then they asked me for a photo holding the ID and a credit card with the casino chat in the other hand... what they're asking for is ridiculous... with the account statements I sent them, can they prove that it's money legally sent? I don't know why they ask for a photo of everyone with their credit cards.

Ya me pidieron todos los estados de cuenta de las cuentas ya se las mandé en original PDF en ellas salen todos los depósitos que se les hizo al casino.. luego me pidieron identificación mía y de todos mis inquilinos luego me pidieron foto sosteniendo la identificación y una tarjeta de crédito con el chat del casino en otra mano.. ya es ridículo lo que piden ..con los estados de cuenta que les envié pueden comprobar que es dinero legalmente enviado no sé para que piden foto de todos con sus tarjetas. De crédito agarradas

And in case, as they say, the casino terms are breached because third parties transferred money to my account... well, they should refund the amount deposited to the accounts... it is very convenient that they only care to verify all the accounts to pay and to receive money then it does not matter where it comes from... if they are not going to pay me because they cannot verify my identity or that I am authorized to have sent the money that was sent to them, then they should return it!!! To the same accounts that sent it... but they will not return it even if they do not verify its origin

Y en caso de que como dicen se incumplen los términos del casino porque me transfirieron terceras personas a mi cuenta.. pues que le rembolsen lo depositado a las cuentas .. es muy conveniente que solo para pagar les importe verificar todas las cuentas y para recibir dinero entonces no importa de dónde venga .. si no me van a pagar porque no pueden verificar identidad o que este autorizada de haber enviado el dinero que se les mando pues que lo devuelvan!!! A las mismas cuentas que lo mandaron .. pero ese si no lo regresan aunque no verifiquen su procedencia

I already sent you an email and I await your response.

Ya le mandé un correo espero su respuesta

Thanks for your patience.

If the people you exchanged money with are also players in the same casino, and you used that money to deposit and play, the casino might conclude that you or they didn't play with your own funds, using this as justification to conclude the casino's rules were breached.

Please keep in mind that you are expected to play with your own money exclusively. These rules are in place due to anti-money laundering regulations. If any casino finds that you didn't play with your own money, you won't be paid any winnings.

Please let me know if there is any other information to consider; otherwise, we can't argue against the casino.

Looking forward to your reply.

I agree that money should be deposited with other people's cards, but with transfers. In that case, receiving a transfer from anyone would be money laundering.

Who wouldn't? On demand, even people on social media asking for help to play at the casino... That could also be considered a crime.

My point is...

That this casino has seen that, as it says, anything is justified to pay high amounts

When you as a player are purchasing a service that ensures that the amount you win is high (high in quotes because the winning limits are usually much higher, if they were those amounts no one would play with them)

My point is

The casino has the verification option disabled until you exceed 25,000 pesos in transactions, meaning that if you win something around 10,000 pesos, you will no longer be able to withdraw it because the verification is rigged.

For this, their terms and conditions also go against the player. They also state the account verification requirements, stating that they will request the account holder's ID, an account statement, and proof of address. And what the Partners and the Corresponding Department require. This allows them to request whatever they please, and from whomever they want to remove you, they could ask for your high school certificate if they wanted, justifying it in their terms...

3 the staff doesn't even know what's going on with each other, they collect the data that was sent because one asks you for something that you sent a long time ago to another and that was supposedly already approved, then they ask you for something with the promise that it will be enough, that you wait 5 days and that's it... but then they come up with something new to continue delaying your money and they can do it because their terms say so.

Estoy de acuerdo con que jamaz debería depositarse con tarjetas ajenas pero por transferencias en ese caso, al recibir una transferencia de cualquier persona sería blanqueamiento de dinero.

Quien no. A pedido visto incluso personas que en redes piden que les manden para jugar al casino... Esobtambirn podría considerarse un delito

Mi punto es ...

Que este casino e visto que como bien dice se justifica concualquier cosa para pagar cantidades altas

Cuando uno como jugador esta comprando un servicio que te asegura que sea la cantidaf que tú ganes (altas entre comillas porque los límitesregularmente de ganancias son mucho más altos si fueran de esas cantidades nadie jugaría en ellos)

Mi punto es

El casino tiene desactivada la opción de verificación hasta que según superas 25mil pesos en transacciones osea que si ganas algo alrededor de 10mil pesos ya no vas a poder retirarlo porque se activa está amañada verificación

Para esto en sus términos y condiciones también muy en contra adel jugador dejan. Ala deriva los requisitos para verificar la cuenta diciendo que solicitarán una identificación del titular un estado de cuenta y un comprobante de domicilio ojo Y LO QUE LOS SOCIOS Y DEPARTAMENTO CORESPONDIENTE REQUIERAN esto les permite solicitar lo que a ellos les plasca y de quiénes quieran para retirarte podrían pedirte tu certificado de secundaria si quisieran justificando en sus términos ...

3 el personal no sabe ni que onda el uno con el otro recopilan los datos que se enviaron porque uno te pide algo que enviaste ya hace tiempo a otro y que se supone ya habían aprobado luego te piden una cosa con la promesa de que eso sera suficiente que esperes los 5 días y ya .. pero después se les ocurre algo nuevo para seguir retrasando tu dinero y ellos pueden hacerlo porque sus términos lo dicen

I've never seen them ask for proof of payments with transfers, since as I repeat, transfers couldn't be laundered, except if they were in collusion with the player, and if that were the case, the player would send them from the same account... on the contrary, I think the fact that they were received from 3 or 4 different accounts is something very normal. In the way a normal player acts...

And the fact that they request so many unnecessary things of which they do not have control or correct follow-up only has as its main objective to hinder the payment to the player ... that this one gets angry and does not continue with the process or gamble his money or does not manage to obtain any of their elaborate requirements ... because it is not the same to ask a third person to send you a transfer than to ask for a photo with their identification in hand and in the other the cell phone with the conversation with them, now asking 4 people is quite a challenge

Nunca había visto que solicitarán justificar pagos con transferencias , ya que como repito no se podría blanquear transferencias solo que ellos estuvieses en complicidad con el jugador y si ese fuera el caso el jugador las enviaría de la misma cuenta .. al contrario creo que el echo que fueran recibidas de 3 o 4 diferentes es algo muy normal. En la forma de actuar de un jugador normal ..

Y que el echo de que soliciten tanta cosa innecesaria de la cual ni llevan control ni seguimiento correcto solo tiene como principal objetivo el obstaculizar el pago al jugador .. que este se arte y ya no siga con el proceso o juege su dinero o bien no logré conseguir alguno de sus rebuscados requisitos .. porque no es igual pedirle a una tercera persona que te mandé una transferencia a pedirle foto con su identificación en mano y en la otra el celular con la plática con ellos ahora pedírselo a 4 personas es todo un reto

Nobody answers me here, maybe 5 days waiting for a response.

Nadie me contesta aquí igual 5 días esperando respuesta

They just make fun of me, someone should do something about these sites that only steal without impunity

Ellos solo se burlan de mi alguien debería hacer algo con estos sitios que solo roban sin impunidad

They keep making excuses after excuses. I think they will never give me my money back. They are thieves and scammers. The worst thing is that they hide behind their rigged terms to avoid paying. They already made me send them so much documentation. They only make me angrier and I spread the word about how thieves they are. At least they saved some people from falling for their scam.

Siguen poniendo pretextos tras pretextos creo que nunca me van a dar mi dinero soy unos ladrones estafadores lo peor es que se escudan en sus términos amañados para no pagar ya me hizieron enviarles tanta documentación solo logran que más me enoje y más divulge por todo medio lo ladrones que son así mínimo salvó a algunas personas de caer en su estafa

Thanks for your reply.

In the communication you sent me, the selfies you provided, and the documents aren't legible.

Have you made sure to send legible, high-resolution, unedited information?

Do I understand correctly that the casino didn't ask the players associated with you to verify their accounts, but instead you were asked to gather and supply their documents?

Are all of the people listed in the casino's requests players in the same casino?

Please let me know.

They are all or were tenants, but some no longer live here, and I even asked one or two to send me to the casino to play by wire transfer. I didn't think there would be a problem with that since we all receive or send wire transfers to people, and they don't ask us for blood tests or selfies to prove them.

Well, first they asked me for account statements from 5 people, 3 that have nothing to do with the account... Then the selfies holding the cards... I never deposited with a card, not even mine... first 3, then 5, then they forgot one and added another name, there was one that they asked for at first that they didn't ask me for again, later... that proves that they don't even keep track of what they can, it's just an excuse not to pay, yesterday they told me that there were only 2 photos missing to continue the verification but the one I sent them "seems" edited, that I should send a video where I ask the person to see if it was real!!! So their analysis of whether the photo is correct or not is only based on their personal opinion, they don't even have any kind of system to detect that just because they feel like it, that they don't like it

Todos son o fueron inquilinos pero algunos ya no viven aqui y llegué a pedirle a uno o 2 que me mandarán al casino para jugar por transferencia , no pensé que ubiese problema por eso ya que todos recibimos o enviamos transferencias a personas y no nos piden análisis de sangre para comprobar las transferencias o selfis..

Bueno pues me pidieron primero estados de cuenta de 5 personas 3 que no tienen que ver en absoluto con la cuenta ... Luego las selfis sosteniendo las tarjetas .. nunca deposite con tarjeta ni siquiera con la mía .. primero 3 luego de 5 luego se les olvidó uno y aumentaron otro nombre ubo uno que al principio pidieron que ya no me pidieron luego.. eso prueba que no llevan ni control de que pueden solo es pretexto para no pagar, ayer me dicen que solo faltaban 2 fotos para continuar la verificación pero la que les mandé "parece" editada que le enviara un vídeo donde se la pido a la persona para ver qué fuera real !!! Osea que su análisis de si la foto es correcta o no es solo en base a su personal opinión no tienen ni siquiera algúna clase de sistema para detectar eso solo porque se les antoja que no les gusta

Also when telling me that to continue with the verification I asked to continue, meaning they will ask me for more things after selfies with a credit card, selfies with the image they sent by email, selfie with the live chat of 5 of my tenants, will they also ask me for more things? And he told me if it is a standard procedure, more documents can be requested ... They want me to send them a DNA analysis of all the people who have lived on my block, I don't understand ... what else are they going to ask for, but maybe just because I'm curious I get my tenants to send me their selfies to see how far they will go to avoid paying

Además al decirme que para continuar con la verificación le pregunté continuar osea me pedirán más cosas después de selfis con tarjeta de crédito selfis con la imagen que enviaron por correo selfi con el chat en vivo de 5 de mis inquilinos además me pedirán más cosas? Y me dijo si es un procedimiento estándar puede solicitarse más documentos ... Que quieren que les mandé un análisis de ADN de todas las personas que an vivido en mi cuadra no entiendo .. que más van a pedir pero talvez solo porque tengo curiosidad consigo que me envíen mis inquilinos sus selfis para ver hasta donde llegan para no pagar

Of course the documentation is legible but whether they accept it or not is their sole opinion. They don't even check it. If they had a system to do so, they wouldn't ask me for a video where I ask for a selfie via WhatsApp to see if it's authentic. I mean, they base it on a trial and error basis.

Claro la documentación es legible pero el que lo acepten o no es a su parecer nadamás ni siquiera lo checan si tuvieran algún sistema para hacerlo no me pedírian un vídeo donde pido selfi por Whatsapp para ver si es auténtico osea se basan en el tanteo

And to the question if they are users, I don't know, I suppose so... I even recommended them when I fell into their trap of low instant withdrawals.

Y a la pregunta si son usuarios no lo sé supongo que si .. llegue a recomendarlos cuando caí en su trampa de retiros bajos instantáneos

It's been several days since I filed my formal complaint against Betmaster, and I haven't received any updates or responses.

I want to remind you that this is a serious matter: the casino is demanding third-party documentation to release a withdrawal of just 10,000 pesos, which violates the Personal Data Protection Law and my rights as a consumer.

I have provided all my documentation, including bank statements and receipts.

I have already warned the casino that if the unjustified detention continues, I will file formal complaints with INAI, PROFECO, and other international entities.

I urgently ask for your support so that the casino complies and releases my funds.

I look forward to your prompt response.

Han pasado varios días desde que presenté mi queja formal contra Betmaster, y no he recibido ninguna actualización ni respuesta.

Quiero recordarles que el caso es serio: el casino me exige documentos de terceros para liberar un retiro de solo 10 mil pesos, lo cual viola la Ley de Protección de Datos Personales y mis derechos como consumidora.

He proporcionado toda mi documentación, incluidos estados de cuenta y comprobantes bancarios.

Ya he advertido al casino que, de continuar la retención injustificada, presentaré denuncias formales ante INAI, PROFECO y otras entidades internacionales.

Les pido su apoyo urgente para que el casino cumpla y libere mis fondos.

Quedo atenta a su pronta respuesta.

I want to inform you that, despite knowing it was an illegal request, I was forced to send the selfies and IDs of the people who made deposits to my account, as required by the casino to continue verification.

I did this because they told me there was "no alternative" and that they wouldn't release my withdrawal until I met that condition, even though those people aren't my account holders.

Still, hoping to get everything sorted out and get my money back, I gave in to the pressure and handed everything over:

– My official documentation

– All my account statements

– Selfies with INE and chat of the people who deposited

There's nothing more I can deliver. I've done absolutely everything they asked of me.

So far, the casino has not confirmed a payout date or released my funds.

I feel completely abused and without answers. I hope this is taken into account in resolving the case, as there is no further justification for them to continue withholding my money.

I appreciate any help to help the casino finally deliver.

Quiero informar que, a pesar de saber que era una solicitud ilegal, me vi obligada a enviar las selfies e identificaciones de las personas que hicieron depósitos a mi cuenta, tal como el casino lo exigía para continuar con la verificación.

Lo hice porque me decían que "no había alternativa" y que no liberarían mi retiro hasta que cumpliera con esa condición, aunque esas personas no son titulares de mi cuenta.

Aun así, con la esperanza de solucionar todo y recibir mi dinero, cedí a la presión y entregué todo:

– Mi documentación oficial

– Todos mis estados de cuenta

– Las selfies con INE y chat de las personas que depositaron

Ya no hay nada más que pueda entregar. Cumplí con absolutamente todo lo que me pidieron.

Hasta ahora, el casino no me ha confirmado fecha de pago, ni ha liberado mis fondos.

Me siento totalmente abusada y sin respuestas. Espero que esto se tome en cuenta para resolver el caso, ya que no existe más justificación para que sigan reteniendo mi dinero.

Agradezco cualquier ayuda para que el casino finalmente cumpla.

This is what they told me after I gave in to their abusive conditions for handing over my money.

esto es lo que me an dicho después de ceder a su condicionamiento abusivo para la entrega de mi dinero

**Update:** I've already submitted absolutely every document the casino requested, even those that violated the law (like selfies and third-party IDs). For several days now, the casino has **completely stopped responding** and **hasn't released my withdrawal.**

There is no longer any pending proceedings. Only deliberate evasion and breach of trust. I will file complaints with **INAI**, **PROFECO**, and public forums such as **Trustpilot** and AskGamblers**.

This situation cannot be allowed to happen nor can it be repeated with other players.

**Actualización:** Ya entregué absolutamente todos los documentos que el casino solicitó, incluso aquellos que violaban la ley (como selfies e identificaciones de terceros). Desde hace varios días, el casino **ha dejado de responder completamente** y **no ha liberado mi retiro.**

 

Ya no hay proceso pendiente. Solo evasión deliberada y abuso de confianza. Procederé con denuncias ante **INAI**, **PROFECO** y foros públicos como **Trustpilot y AskGamblers**.

 

Esta situación no puede permitirse ni repetirse con otros jugadores.

 

  

Thank you very much for the update and for providing the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks because the casino does not give any sign of having the intention of paying, however, it is increasingly evident that their objective is really the opposite, since they have told me that the photos I sent them were edited and I even had to send them a GTP analysis of the photos where I supported their authenticity, then the support said that they confused the photos that were not the ones that said they were edited, because they had no other choice, even so they asked me to send everything again to sort it !! They are not supposed to keep control .. I have to send everything again to sort it ... !! But nevertheless I sent them to them and the last email I received was that the photos were incorrect that I sent now without the live chat only with their identification, it no longer makes sense what they are asking for selfies holding an identification card and with the image they sent by email .. selfies with identification and with their live chat selfies now only with the identification ..! it is absurd

Gracias pues el casino, no da señal de tener intención de pagar, sin embargo cada ves pone más en evidencia que su objetivo realmente es lo contrario, ya que me an dicho que estaban editadas las fotos que les envié y tuve que enviarles hasta un análisis de gtp de las fotos donde respaldaba su autencidad, luego el soporte dijo que se confundió de fotos que no eran esas las que decía que estaban editadas , porque no le quedó de otra, aún así me volvieron a pedir que vuelva a mandar todo denuevo para ordenarlo !! Que no se supone llevan un control .. yo tengo que enviar denuevo todo para ordenarlo ... !! Mas sin embargo se los envie y el último correo que recibí fue que las fotos estaban incorrectas que yo enviara ahora sin el chat en vivo solo con su identificación, ya no tiene ni lógica lo que están pidiendo selfis sosteniendo tarjeta identificación y con la imagen que enviaron por correo.. selfis con identificación y con su chat en vivo selfis ahora solo con la identificación..!ya es absurdo

I imagine that 90% of users get annoyed from the start, they give up and they keep their money justifying that they did not complete their verification, but they ask for things that go against the law ... and their own terms and conditions, I am tired of their absurd requests, you cannot dialogue with them because they ignore you, one still dared to tell me to send everything in order again, that I was the one who was slowing down the process, I am sure that I am the one who does not want to be paid.

I have sent my formal complaint to Profeco so that this company and its abusive practices against consumers are recorded... and I have contacted some media outlets so that they can investigate further.

Me imagino que el 90% de los usuarios se fastidian desde un inicio se rinden y ellos se quedan con su dinero justificando que no cumplieron su verificación, pero es que piden cosas hasta que van en contra de la ley .. y de sus propios términos y condiciones, yo ya me cansé de sus solicitudes absurdas no se puede dialogar con ellos porque te ignoran todavía una se atrevió a decirme que le volviera a mandar todo ordenado que era yo la que hacía lento el procesó, seguro soy yo la que no quiere que le paguen..

E mandado mi denuncia formal a la Profeco para que quede registrada está empresa y sus practicas abusivas contra el consumidor .. y me e contactado con algunos medios de comunicación para que se investigue más a fondo

There are dozens of reported cases with very similar patterns.

📌 Cases documented in international forums

Casino.Guru reports at least five recent complaints from Mexican players experiencing difficulties withdrawing amounts ranging from 6,000 to over 410,000 pesos after submitting receipts and documents with infinite delays.

A user who requested a withdrawal of 410,744 pesos, complied with everything (identification, account statements, verification), and was still blocked for supposedly having a "multiple account," without proof, and ended up without a refund.

Another recent complaint from a player who won $178,000 pesos, but had his withdrawal blocked by the endless verification process.

On AskGamblers, there are multiple reports of failed withdrawals even after verification, funds being held due to an "unsupported payment method," or arbitrary demands.

Multiple corroborated complaints: with high amounts, verification completed, and unjustified blocks.

A repeated pattern: gain + verification + new demands + permanent blockage.

It's not just me, there are users with almost identical profiles, amounts, and excuses on different forums.

Hay docenas de casos reportados con patrones muy similares

📌 Casos documentados en foros internacionales

Casino.Guru muestra al menos 5 quejas recientes de jugadores mexicanos con dificultades para retirar montos entre 6,000 y más de 410,000 pesos, tras enviar comprobantes y documentos con demora infinita .

Una usuaria que solicitó un retiro de 410,744 pesos, cumplió con todo (identificación, estados de cuenta, comprobación), y aun así se le bloqueó por supuesta "cuenta múltiple", sin pruebas, y terminó sin reembolso .

Otra queja reciente de un jugador que ganó $178,000 pesos, pero le bloquearon el retiro manteniendo el proceso de verificación interminable .

En AskGamblers, hay múltiples reportes de retiros fallidos incluso después de verificación, fondos retenidos por "método de pago no soportado" o exigencias arbitrarias 

Múltiples quejas corroboradas: con montos altos, verificación cumplida, y bloqueos injustificados.

Un patrón repetido: ganancia + verificación + exigencias nuevas + bloqueo permanente.

No solo soy yo hay usuarios con perfiles, montos y excusas casi idénticas en distintos foros.

Hello octubreoctubre224766,

I am sorry to hear about the problems you are experiencing with the verification.

I have reviewed your case and will contact the casino to see if I can help.

Dear Betmaster Casino MX,

Can you please provide an update on the status of the player's verification? What specifically is required for the player to complete the process?

Kind regards,

Adam

First they asked me for statements of all the accounts where I ever receive a transfer to the casino to play, they gave me 3 known names of tenants from where I live, then they increased to 5 then they forgot one and it was left at 4... for the release of my withdrawal, they first asked me for the statements of those people where the deposits are reflected (everything spei nothing x card) and I had to ask all my tenants to politely send me the original statements in PDF, and I sent them to them for review. I had to underline all the keys myself, organize by number, etc., etc. because otherwise they would ask me for the same statement over and over again.

Primero me an pedido estados de cuenta de todas las cuentas dónde recibo alguna vez una transferencia al casino para jugar , me dieron 3 nombres conocidos inquilinos de dónde vivo luego aumentaron a 5 luego se les olvidó uno y quedó en 4 .. me an pedido para la liberación de mi retiro primero los estados de cuenta de esas personas donde se reflejen los depósitos (todo spei nada x tarjeta) e tenido que pedir a todos mis inquilinos que smablente me enviaron los estados de cuenta originales en PDF, y se los envie para que los revisaran tuve que yo misma subrrayar todas las claves organizar por número etc etc porque si no me volvian a pedir el mismo estado de cuenta una y otra vez

Then, after getting them to validate all the receipts, I thought that would be enough, but 3 days later they asked me for a photo of the 5 people holding their ID and card in one hand and a photo in the other that they sent me by email.

Luego después de lograr que ya dieran por válidos todos los comprobantes , pensé que con eso bastaria pero 3 días después me pidieron foto de las 5 personas sosteniendo en una mano su identificación y su tarjeta y en la otra una foto que me enviaron por correo

Then they asked me for a photo of everyone now just holding their ID but instead of the image they sent now in the other hand the chat with them live

Después me an pedido foto fe todos ahora solo sosteniendo su identificación pero en lugar de la imagen que enviaron ahora en la otra mano el chat con ellos en vivo

Then after sending them the last 2 selfies with the live chat and an analysis of them where GTP chat validates that they are authentic because they told me that they were edited and only then did they have to accept them, today they asked me for another 5 selfies, now only with their identification without the chat.

Luego después de enviarles las últimas 2 selfis con el chat en vivo y un análisis de ellas dónde chat gtp valida que son auténticas porque me an dicho que estaban editadas y solo así tuvieron que acetarlas hoy me volvieron a pedir otras 5 selfis ahora solo con su identificación sin el chat

But between each absurd request, one more than the other, they take 3 days to ask for something new... it is obvious that they do not intend to verify anything... I already sent all the receipts in original and they were not sent with cards, they were by transfer, amounts less than 500 pesos... therefore it is not justified with an investigation for fraud or money laundering or something illegal since each deposit has already been verified... it is more than obvious that they are only delaying payment with requests for illegal documentation and abusing

Pero entre cada petición absurda una más que la otra ellos se toman 3 días para pedir algo nuevo .. es obio que no pretenden verificar nada ... Yo ya envié en original todos los comprobantes y no fueron envíos con tarjetas fueron por transferencia montos menores de 500 pesos .. por lo tanto no se justifica con una investigación por fraude o lavado de dinero o algo ilegal ya que ya se comprobó cada deposito .. es más que obio que solo están retrasando el pago con solicitud de documentación ilegal y abusando

They haven't verified me yet, nor do they let me withdraw, but they haven't blocked my account either because I haven't done anything illegal nor have I violated anything... all they do is ask for selfies and more selfies between each request, wait 3 days, ignore me, and send me promotions and prizes so that I play. They most likely want me to lose the money. Yesterday I received the message that I won a raffle by chance.

No me an verificado hasta el momento ni me dejan retirar pero tampoco me bloquean la cuenta porque no e echo nada ilegal ni e violado nada yo .. lo único que hacen es pedir selfis y más selfis entre cada petición esperar 3 días ignorarme y mandarme promociónes y premios para que yo juegue lo más seguro quieren que pierda el dinero ayer me llegó que gane una rifa casualmente

In fact, they told me that my account is available and my funds are available to play while the eternal verification is concluded, proof that their intentions are for me to leave the verification or play and lose the money.

De echo me an dicho que mi cuenta está disponible y mis fondos para jugar en lo que se concluye su eterna verificación, prueba de que sus intenciones son que me arte de la verificación o que juegue y pierda el dinero

They've told me several times that everything is already complete, and they don't verify it. Three days later, they ask me for something else.

e an dicho varias veces que ya está completo todo y. No me verifican a los 3 días me piden algo mas

They asked me again for the Inés that according to them were connected in the selfies and they forgot the Inés so they asked me to send them all the ines

Me volvieron a pedir las Inés que según ellos se conectaron en las selfis y olvidaron las Inés así que me me an pedido mandarles todas las ines

They are breaking the law, justifying themselves with their verification and their terms that say they can request whatever they like, and that is why it is justifiable to illegally withhold profits and request documents from third parties... They still have not released my withdrawals, they continue to request more documents, arguing that transactions of no more than 500 Mexican pesos could be money laundering... and that is why they break laws and do not pay withdrawals.

Están pasando por encima de la ley justificandose con su verificación y sus términos que dicen que pueden solicitar lo que ellos gusten , y por eso es justificable retener ganancias ilegalmente y pedir documentos de terceros ... Siguen sin liberar mis retiros, siguen solicitando más documentos , argumentando que transacciones de no más de 500 pesos mexicanos podrían ser lavado de dinero .. y es por eso que rompen leyes y no pagan los retiros



They are breaking the law, justifying themselves with their verification and their terms that say they can request whatever they like, and that is why it is justifiable to illegally withhold profits and request documents from third parties... They still have not released my withdrawals, they continue to request more documents, arguing that transactions of no more than 500 Mexican pesos could be money laundering... and that is why they break laws and do not pay withdrawals.

Están pasando por encima de la ley justificandose con su verificación y sus términos que dicen que pueden solicitar lo que ellos gusten , y por eso es justificable retener ganancias ilegalmente y pedir documentos de terceros ... Siguen sin liberar mis retiros, siguen solicitando más documentos , argumentando que transacciones de no más de 500 pesos mexicanos podrían ser lavado de dinero .. y es por eso que rompen leyes y no pagan los retiros



NOTE: THIS IS NOT AN ISOLATED CASE. It is the way in which the casino operates or its support staff to illegally withhold withdrawals. There are many cases similar to mine where most users have their accounts blocked after all those documents are taken from them.

OJO ESTO NO ES UN CASO AISLADO es la forma en el que el casino opera o su personal de soporte para retener retiros ilegalmente ay bastantes casos similares al mío dónde la mayoría de usuarios les bloquean las cuentas después de sacarles todos esos documentos.

The casino keeps asking for documents from third parties over and over again. It's like talking to a wall. In the best case scenario, for the company, it could be an act perpetuated by the support staff. Why bother trying to talk to them and speak to them with evidence that supports that they are committing a serious offense? They ignore it and ignore it. It makes me think that maybe they are acting on their own, since I doubt that a company of that level would not know when it violates a law or carries out abusive practices and the consequences of something so serious.

el casino sigue pidiendo una y otra vez documentos de terceros es como hablar con la pared en el mejor de los casos para la empresa podría ser un acto perpetuado por el personal de soporte devido a qué apestar de intentar dialogar con ellos y hablarles con evidencia qué respalda que están cometiendo una falta grave ellos lo ignoren y hagan caso omiso me hace pensar que talvez estén actuando por cuenta propia ya que una empresa de ese nivel dudo que no sepa cuando viola una ley o lleva prácticas abusivas y las consecuencias de algo tan grave

So it is a probability that they are the ones who are breaking the law for their own benefit and that is what makes them so intransigent and not care at all about the damage they could cause to the company where they work.

Así que si que es una probabilidad de que sean ellos los que por beneficio propio estén faltando a la ley y que sea eso lo que hace que sean tan intransigentes y no les importe en lo absoluto los daños que podrían causar a la empresa donde laboran

I will try to contact a higher hierarchy to report what is happening and find out if they are aware of how the verifications are handled illegally.

Me intentaré poner en contacto con una jerarquía más alta para informar de esto que está sucediendo y saber si tienen conocimiento de como se manejan las verificaciónes ilegalmente

I have informed you of the complaint that is unanswered here on the forum directly to support and they have ignored it because they have absolutely nothing to say that supports the illegal requests for documents... the only thing they have done is try to shift the blame onto me saying that I am the one who slowed down the process by sending digitally modified or blurry images... Which is false since that is what they have told me about all the images from the beginning. Their requests have been illegal and ridiculous and I believe that I have done more than what I should have even though my rights as a user have been violated and I have been extorted to hand over third party documents and account statements which are the originals downloaded directly from the bank.

Les e informado de la queja que está sin responder aquí en el foro directamente al soporte y an dado caso omiso de ella porque no tienen absolutamente nada que decir que respalde las solicitudes ilegales de documentos .. lo único que an echo es intentar voltear la culpa hacia mi diciendo que yo soy la que a realentizado el proceso mandado imágenes modificadas digitalmente o borrosas ... Cosa que es falsa ya que eso me an dicho de todas las imágenes desde un inició an Sido ilegales y ridículas sus solicitudes y creo que yo e echo más de lo que e debido aún violandose mis derechos como usuaria y siendo extorsiónada para entregar documentos de terceros y estados de cuenta que son los originales bajados del banco directamente

Hello,

Kindly be advised that we have sent the requested clarification to Adam’s email for his review.

We apologise that the process is taking longer than expected. However, we would like to emphasie that we are operating fully in accordance with the Terms and Conditions agreed upon by the customer at the time of registration.

Please note that the most recent set of requested documents was submitted only 24 hours ago, and the review process will require some additional time.

Additionally, we would like to clarify that no credit card information was requested from the player. The documents requested were part of the standard verification procedure related to payments.

We will keep the player updated regarding the status of their KYC review.

Kind regards,

I have the image that was sent to me of the little doll holding the card and the ine

Tengo la imagen que me enviaron del muñequito sosteniendo la tarjeta y la ine

And I don't know if you know the laws in Mexico, but it is illegal to ask for documents from third parties, even if they have deposited money into my account. That does not justify what they are doing, it is a violation.

Here you can see how they tell me that with cards, I ask the support person and he tells me if with their cards

Y no sé si saben de leyes en México pero es ilegal pedir documentos de terceros aunque me ayan depositado dinero a mi cuenta eso no justifica lo que están haciendo es una vuolacion

aquí se ve como me dicen que con tarjetas yo le pregunto al de soporte y me dice si con sus tarjetas

Thank you for your response, Betmaster casino.

I have requested further clarification via email.

Dear octubreoctubre224766,

Betmaster states that you have made deposits from multiple accounts, some of which are owned by other people, can you please confirm this is correct?

Kind regards,

Adam

And he even tells me that it looks legible, that is proof of 1 that he is lying 2 the theft of third party data with extortion using retention of my funds that to date they still have not given me, my case is not the only one... that is what they do with users... I have never dealt with a casino that behaves the support like the one here does, I do not know for what purpose they ask for all that data

Y hasta me dice que se vea legible eso es prueba de 1 que está mintiendo 2 el robo de datos de terceros con extorsión usando retención de mis fondos que hasta la fecha siguen sin darme , mi caso no es el único ..así hacen con los usuarios.. nunca había tratado un casino que se comportará el soporte como lo hace el de aquí no se para que propósito piden todos esos datos

Yes, deposits made by Spei, not with cards, and amounts no greater than 500 pesos, that does not justify breaking the law and asking for sensitive documentation.

Sii depósitos por spei no con tarjetas y de montos no mayores a 500 pesos eso no justifica que rompan la ley y pidan documentación sensible

In the screenshot I uploaded it is clear how casino support asked me for that and they even sent me an image of what the photo should look like and I have in my possession more and more evidence where they request photos of 5 people outside the account of how... they even tell me that they deliberately ignore users if they want and how one tells me that they can withhold the profits because they can because their terms say so and ask for whatever they want for the same reason

En la captura que subí se ve claro como el soporte de casino me pidió eso y hasta me enviaron una imagen de como tenía que ser la foto y tengo en mi poder más y mas evidencia donde ellos solicitan fotos de 5 personas ajenas a la cuenta de como .. incluso me dicen que deliberadamente ignoran a los usuarios si quieren y de como uno me dice que ellos pueden retener las ganancias porque pueden por qué sus términos lo dicen y pedir lo que quieran por la misma razon

They ask for documents repeatedly and without internal coordination

Even though you've already sent your INE and supporting documents, different agents keep asking for the same thing, without acknowledging what you previously sent.

They've changed the instructions: at first, your bank statements were enough, but then they demand third-party documents that they never mentioned before as a requirement for deposits.

2

They demand documents from other people

INE and selfies of 5 people not related to the account are requested

This violates privacy principles and is neither a legal nor ethical practice: asking for official documents and selfies from other users falls outside any legitimate data protection and KYC regulations.

They admit to having received your documents, but they do not move forward.

Aaron's email (June 2) confirms receipt and says the process takes 5 business days, but over a month later there is no resolution or payment.

They continue to invent new requirements to avoid verification.

🛑 This is interpreted as a clear pattern of malicious delay and obstruction of withdrawals, which can be reported and this pattern of consumer abuse is a trap that this casino applies to players who win relatively higher amounts than the low ones that pay instantly.

piden documentos repetidamente y sin coordinación interna

A pesar de que ya envie tu INE y comprobantes, distintos agentes piden lo mismo una y otra vez, sin reconocer lo previamente enviado.

Cambian las instrucciones: primero bastaba con tus estados de cuenta, luego exigen documentos de terceros que nunca antes mencionaron como requisito al momento de depositar.

2

exigen documentos de otras personas

Solicitan INE y selfies de 5 personas ajenas a la cuenta

Esto viola principios de privacidad y no es una práctica legal ni ética: pedir que consiga documentos oficiales y selfies de otros usuarios está fuera de cualquier norma de protección de datos y KYC legítima.

Admiten haber recibido tus documentos, pero no avanzan

El correo de Aaron (2 de junio) confirma recepción y dice que el proceso toma 5 días hábiles, pero más de un mes después no hay resolución ni pago.

Continúan inventando nuevas exigencias para evitar la verificación.

🛑 Esto se interpreta como un patrón claro de dilación maliciosa y obstrucción al retiro de fondos, lo cual puede ser denunciado y este patrón de abuso al consumidor desgastando es una trampa que este casino aplica a los jugadores que ganan montos relativamente más elevados de los bajos que pagan al instante

Thanks for following up, Adam.

I confirm that some deposits were made from accounts belonging to acquaintances, who did so with their consent and using their own payment methods. However, I am the sole account holder and responsible for the transactions. Credentials were never shared, nor were any terms of use violated.

What seriously concerns me is that Betmaster is requesting personal documents (INE and selfies) from third parties, which is illegal under Mexican personal data protection laws. The fact that someone has deposited into my account doesn't justify violating their privacy or requesting their official ID. It's a clear violation of the data minimization principle.

Furthermore, the process has been unnecessarily lengthy. The messages show that I've submitted everything required, but Betmaster repeats requests that were already fulfilled and contradicts its own agents. I have evidence that since June 2nd I was told my documents were under final review, and more than a month has passed without a resolution.

I insist: I want to withdraw my $10,000 pesos, and I'm not requesting to continue playing. The casino can't withhold my funds with shifting arguments or dubious legal excuses.

I appreciate your support and hope that my rights as a user are respected.

Gracias por su seguimiento, Adam.

Confirmo que es cierto que algunos depósitos fueron realizados desde cuentas de conocidos, quienes lo hicieron con su consentimiento y usando sus propios métodos de pago. Sin embargo, yo soy la única titular de la cuenta y responsable de las operaciones. Nunca se compartieron credenciales ni se cometió ninguna falta a los términos de uso.

Lo que me preocupa seriamente es que Betmaster está solicitando documentos personales (INE y selfies) de terceros, lo cual en México es ilegal conforme a las leyes de protección de datos personales. Que alguien haya depositado a mi cuenta no justifica violar su privacidad ni pedir sus identificaciones oficiales. Es una clara violación del principio de minimización de datos.

Además, el proceso ha sido innecesariamente prolongado. En los mensajes se observa cómo he enviado todo lo requerido, pero Betmaster repite solicitudes ya cumplidas y contradice a sus propios agentes. Tengo evidencia de que desde el 2 de junio me dijeron que mis documentos estaban en revisión final, y ya pasó más de un mes sin resolución.

Insisto: quiero retirar mis $10,000 pesos y no estoy solicitando seguir jugando. El casino no puede retener mis fondos con argumentos cambiantes ni excusas legales dudosas.

Agradezco su apoyo y espero que se respeten mis derechos como usuaria.

Hello octubreoctubre224766,

Please be aware that it is a standard procedure during verification for the casino to ask for a selfie and card information for the account used to make the deposit.

If multiple accounts have been used to make deposits, it makes sense that the casino would ask for the same information for each account, in order to prove that each deposit has been made with the permission of the respective account owner.

I have asked the casino to clarify which information has been requested and if anything else is required. We will allow them some time to review the documents you have provided, and wait for their reply to see how we need to proceed.

Kind regards,

Adam

Thanks, Adam.

I understand that the KYC process involves verifying the source of funds and validating identities, but I want to make one thing very clear:

🔴 In Mexico, no individual or business (including casinos) may request official identification from third parties. This constitutes a violation of the Federal Law on the Protection of Personal Data Held by Private Parties.

Requesting selfies and credentials from people who are not Betmaster account holders is an illegal and disproportionate practice.

🟡 I clarify again that all the people who deposited did so voluntarily and with full consent, and I am the one who manages the account.

The fact that the deposits came from different cards does not authorize the casino to request documents from people other than those on the account.

Besides:

I have met all the requested requirements.

There is no evidence of fraud, impersonation or misuse.

I want to close the account and withdraw my money, not continue playing.

I appreciate your help in pursuing this case objectively, but I'm concerned that the process is validating abusive practices outside the Mexican legal framework.

And there is evidence that 1 they asked for cards from 5 different people 2 I have already sent all the documents they have requested, account statements, selfies while holding their online conversation, there is evidence that like 3 times they have told me that everything is complete, and next week they ask for something else, this is not a verification it is a withholding of funds. I do not want to use the casino anymore, I just want them to give me what is in the account that I won and I have already verified that it only came from one account, that it did not come from 5 people, it came from one account, and to the same account I want them to withdraw the money with which I generated the profits, that's all

I look forward to hearing from the casino. Thank you.

Gracias, Adam.

Entiendo que el procedimiento KYC implique verificar el origen de los fondos y validar identidades, pero quiero dejar algo muy claro:

🔴 En México, ningún particular ni empresa (incluyendo casinos) puede solicitar identificaciones oficiales de terceros. Eso constituye una violación a la Ley Federal de Protección de Datos Personales en Posesión de los Particulares.

Solicitar selfies y credenciales de personas que no son titulares de la cuenta en Betmaster es una práctica ilegal y desproporcionada.

🟡 Aclaro nuevamente que todas las personas que depositaron lo hicieron voluntariamente y con pleno consentimiento, y yo soy quien administra la cuenta.

El hecho de que los depósitos hayan venido de distintas tarjetas no autoriza al casino a exigir documentos de otras personas ajenas a la cuenta.

Además:

He cumplido con todos los requisitos solicitados.

No existe evidencia de fraude, suplantación o uso indebido.

Quiero cerrar la cuenta y retirar mi dinero, no seguir jugando.

Agradezco su ayuda en seguir este caso con objetividad, pero me preocupa que el proceso esté validando prácticas abusivas y fuera del marco legal mexicano.

Y están las pruebas de que 1 pidieron tarjetas de 5 personas distintas 2 ya e enviado todos los documentos que an pedido estados de cuenta selfis csostenidndo su plática en línea está la evidencia que ya como 3 veces me an dicho que ya está completo todo y a la semana piden otra cosa essto no es una verificación es una retención de fondos . Yo no quiero usar más el casino solo quiero que me den lo que está en la cuenta que gane y ya comprobé que solo vino de una sola cuenta que no provino de 5 personas vino de una cuenta y a la misma cuenta quiero que me retiren el dinero con el genere las ganancias es todo

Quedo atenta a la respuesta del casino. Gracias.

I think it is essential to clarify the following:

1. I have never used other people's accounts without their consent. If someone deposited funds from their own account into mine, that does not make me responsible for their personal data or a guarantor of their identity. It is illegal to require me to present third-party documents, and in Mexico, this constitutes a violation of the right to personal data protection.

2. Betmaster demanded selfies with another person's card and ID. I have clear evidence of this. They even sent me a mockup image of a person holding an ID card and a bank card. This request is not only abusive, but potentially criminal.

3. I have complied with everything the casino requested, submitting my personal documents and confirming my deposits. At no point was I warned that accepting a deposit from a third party would be grounds for freezing my account or withholding my balance.

Even their own terms do not mention that they can ask for documentation from third parties.

In that case, if they accept the money and allow you to play with it, then they themselves are violating their terms.

Because the casino allows receiving funds from any account, it does not reject deposits, only when it comes to withdrawing money and it is a higher amount than usual, that is when it is already prohibited.

I request that Casino Guru not normalize illegal practices under the guise of "standard" processes. In Mexico, data protection laws (Ley Federal de Protección de Datos Personales en Posesión de los Particulares) expressly prohibit third parties from collecting, storing, or requesting documents that do not belong to them without legal consent.

I appreciate you maintaining an impartial position and looking after the player's rights, not just the interests of others.

It's from the casino.

me parece fundamental aclarar lo siguiente:

1. Nunca utilicé cuentas ajenas sin consentimiento. Si alguna persona depositó desde su propia cuenta a la mía, eso no me convierte en responsable de sus datos personales ni en garante de su identidad. Es ilegal que se me exija presentar documentos de terceros, y eso en México representa una violación al derecho a la protección de datos personales.

2. Betmaster me exigió selfies con la tarjeta y la INE de otra persona. Tengo evidencia clara de ello. Incluso me enviaron una imagen modelo donde un dibujo sostiene la INE y una tarjeta bancaria. Esa solicitud no solo es abusiva, sino potencialmente delictiva.

3. He cumplido con todo lo que el casino me pidió, enviando mis documentos personales y confirmando mis depósitos. En ningún momento se me advirtió que aceptar un depósito de un tercero sería motivo para congelar mi cuenta o retener mi saldo.

Incluso sus propios términos no mencionan que pueden pedir documentación de terceros

En dado caso el que acepten el dinero ellos y te permitan jugar con el en ese caso hace que ellos mismos sean lo que violan sus términos

Porque el casino permite recibir fondos de cualquier cuenta no rechaza los depósitos solo cuando se trata de retirar el dinero y es una cantidad más elevada de lo abitual es cuando ya está prohibido

Solicito que Casino Guru no normalice prácticas ilegales bajo el pretexto de procesos "estándar". En México, las leyes de protección de datos (Ley Federal de Protección de Datos Personales en Posesión de los Particulares) prohíben expresamente que un tercero recopile, almacene o solicite documentos que no le pertenecen sin consentimiento legal.

Les agradezco que mantengan una posición imparcial y velen por los derechos del jugador, no solo por los interes

es del casino.

Hello octubreoctubre224766,

According to the casino, you have already provided most of the required documents, but there are one or two account holders' details missing. I recommend that you clarify with the casino which ones are outstanding and provide the necessary documents.

These procedures are in place to prevent fraudulent use of other people's payment methods, and as you have apparently used approximately 10 different accounts to make deposits, I am not surprised at the casino's requests for information to verify them. Again, it is a standard practice in most casinos all over the world to request these kinds of verification for a depositor to a casino account.

Kind regards,

Adam

Thank you for your follow-up, but with all due respect, I must point out that this process is no longer an objective mediation.

The casino has constantly changed the requirements, requesting documents I've already submitted, and, most seriously, requiring me to submit documents from at least 10 different people who helped me deposit, something completely outside the legal framework in Mexico or any country with data protection regulations.

Accepting this as "standard practice" is normalizing abuse, not preventing fraud. I've complied, been transparent, and cooperated. I want to withdraw my money, not gamble anymore.

What's happening here is a clear use of KYC policies as an excuse to withhold player money, and I'm disappointed that Casino Guru supports that stance.

I am recording this behavior so that other players know what they are up against.

rent.

Gracias por su seguimiento, pero con todo respeto, debo señalar que este proceso ya no es una mediación objetiva.

El casino ha cambiado constantemente los requisitos, ha solicitado documentos que ya envié, y lo más grave: me exige entregar documentos de al menos 10 personas distintas que me ayudaron a depositar, algo completamente fuera del marco legal en México y en cualquier país con normas de protección de datos.

Aceptar que eso es "práctica habitual" es normalizar un abuso, no prevenir el fraude. Yo he cumplido, he sido transparente y he cooperado. Quiero retirar mi dinero, no jugar más.

Lo que está ocurriendo aquí es un claro uso de las políticas KYC como excusa para retener el dinero del jugador, y me decepciona que Casino Guru respalde esa postura.

Dejo constancia de este comportamiento para que otros jugadores sepan a qué se enf

rentan.

No other casino requests something like this... they were not card deposits, in fact there are very few that do not allow people who are not the account holders to send you money... They can send you to the casino without any problem and they do not ask for the information of all the accounts where they sent you, they were not card deposits, they were money transfers... No casino has ever asked me something like this and the few that only allow you to send from accounts in your name from the beginning reject the shipment if the account does not match, this one does not accept the money

Ningún otro casino solicita algo así.. no fueron depósitos con tarjeta de echo son muy pocos los que no permiten que te envíen dinero personas que no son titulares de la cuenta ... Pueden enviarte al casino sin mayor problema y no piden los datos de todas las cuentas de dónde te llegaron a enviar no fueron depósitos con tarjeta fueron envíos de dinero por transferencia ... Jamaz un casino me a pedido algo así y los pocos dónde solo te permiten que te envíen de cuentas a tu nombre desde un inicio rechazan el envío si la cuenta no coincide,, este no está acepta el dinero

This behavior is not common. I don't know of any other casino, and I know several large and small ones that ask for this type of documentation to justify transfers you received to your account. It's not logical, it's not common, and it's not legal.

Este comportamiento no es algo usual en definitiva no conozco otro casino y eso que conozco varios chicos y grandes que te pida este tipo de documentación para justificar transferencias que recibiste a la cuenta no es lógico no es habitual y no es legal ...

Dear Adam and Casino Guru team,

Thank you for your continued follow-up, but I would like to clarify a key point that may be causing confusion due to international differences in payment methods and regulations.

In Mexico, it is extremely common for people to send funds via bank transfers from their own bank apps or over-the-counter payments (e.g. at OXXO or convenience stores) on behalf of someone else, especially among close friends, partners or family members. These are not credit card payments, nor unauthorized uses of third-party accounts.

The deposits made to my Betmaster account came from people who, with full consent and transparency, made simple bank transfers to the casino’s account. I never used stolen cards or unauthorized payment methods, and I am the sole owner and operator of the casino account.

Therefore, I believe it is disproportionate and illegal under Mexican law for Betmaster to demand the ID and selfies of these people. They are not account holders and are not part of any gambling relationship with Betmaster. Requiring such personal information violates Mexico’s Federal Law on the Protection of Personal Data Held by Private Parties.

This is not about verifying payment methods. It’s about retaining my funds using arbitrary demands that go far beyond any standard or reasonable KYC procedure.

Once again, I have already submitted all of my personal documents, and I simply wish to close the account and withdraw my remaining balance. I am not trying to continue gambling.

Thank you for your time,

Daniela J*******

I would like to think that

Betmaster is a foreign casino that apparently operates under licenses from jurisdictions like Curaçao, where KYC (know your customer) policies allow for cardholder verification to prevent fraud. However, in Mexico, most deposits are made via bank transfer between acquaintances, and the use of third-party cards is not common, nor was it the case in my situation.

Despite this, Betmaster is attempting to apply foreign verification standards in a completely different legal context, demanding IDs and selfies from people who simply made transfers to me with their consent. This practice violates the Federal Law on the Protection of Personal Data Held by Private Parties, as no casino has the legal right to request official documents from persons not involved in the contract.

The fact that they operate internationally doesn't exempt them from respecting Mexican laws, especially when accepting players and funds from Mexico.

And I want to believe that they are not ignoring this knowledge and abusively using it to withhold funds.

Quisiera pensar que

Betmaster es un casino extranjero que aparentemente opera bajo licencias de jurisdicciones como Curazao, donde las políticas KYC (conozca a su cliente) permiten verificar titulares de tarjetas para prevenir fraudes. Sin embargo, en México la mayoría de los depósitos se realizan por transferencia bancaria entre conocidos, y el uso de tarjetas de terceros no es común ni fue el caso en mi situación.

A pesar de eso, Betmaster está intentando aplicar estándares extranjeros de verificación en un contexto legal completamente diferente, exigiéndome identificaciones y selfies de personas que simplemente me hicieron transferencias con su consentimiento. Esta práctica viola la Ley Federal de Protección de Datos Personales en Posesión de los Particulares, ya que ningún casino tiene derecho legal a solicitar documentos oficiales de personas ajenas al contrato.

El hecho de que operen internacionalmente no los exime de respetar las leyes mexicanas, especialmente cuando aceptan jugadores y fondos desde México.

Y quiero creer que no están haciendo caso omiso de saber de esto y abusivamente usandolo para retener fondos

The casino has now requested the identification and selfie of a sixth person not previously mentioned nor from whom I have been asked to verify any deposit made... The murky thing about their request is that if they are supposedly checking for fraud and money laundering... wouldn't it logically be the main thing to request the account statements of the deposits made to betmaster... because the casino has skipped the most basic requirement, which would be this one, and has gone directly for selfies and identification of a sixth person...

El casino a solicitado ahora la identificación y la selfi de una sexta persona no antes mencionada ni de la cual se me aya solicitado comprobar ningún deposito echo ... Lo turbio de su solicitud es que si se supone están comprobando el fraude y el lavado de dinero .. no sería por lógica lo principal pedir los estados de cuenta de los depósitos echos a betmaster .. porque el casino a saltado el requisito más básico que sería este y se a ido directo por selfis e identificación de una sexta persona ..

What kind of verification of deposits made does not ask for the most important thing, which is the account statements where these are reflected and only asks for the identification of the owner of these deposits without asking for proof of them... so what are they validating since they are not deposits, of course, since they have not asked for that... If they have not asked for the personal documentation of several people... what kind of use do they give to this documentation or what is the purpose if it is not to verify the money that is deposited with them?

Que clase de verificación de depósitos echos no pide lo primordial que son los estados de cuenta donde se reflejan estos y solo pide la identificación del titular de estos depósitos sin pedir el comprobante de ellos .. entonces que están validando ya que no son depósitos claro está ya que no an pedido eso... Si no an pedido la documentación personal de varias personas.. que clase de uso le dan a esta documentación o cuál es el propósito si no es verificar el dinero que se les deposita

Hello octubreoctubre224766,

I am currently waiting for further information from the casino, so I will extend the timer accordingly.

Kind regards,

Adam

The request for documents on your part has become excessively abusive without legal basis or any legal justification ... But they seem not to care ... I have already delivered everything they have requested, even though it is against the laws of my country, which could get me into trouble if I do not have the authorization of the owners and the evidence of the extortion for which they made me deliver those documents ... They now continue to add a sixth person to the list, what kind of logic is there in conditioning my withdrawal now with. Delivering documents from a person not previously mentioned and without requesting any proof of deposit ... could the casino continue with its endless list of personal documents that have no relation in order to not pay the winnings ..

La petición de documentos de su parte de a vuelto abusiva excesiva sin bases legales ni justificación legal alguna ... Pero ellos parece que no les importara .. ya e entregado todo lo que an pedido aún lo que está contra las leyes de mi país lo cual podría meterme en problemas si no contará con la autorización de los titulares y las pruebas de la extorsión por la cual me hizieron entregar esos documentos ... Siguen aumentando ahora una sexta persona a la lista que clase de lógica tiene que condicionen mi retiro ahora con. Entregar documentos de una persona no antes mencionada y sin solicitar ningún comprobante de depósito .. podría el casino continuar con su lista interminable de documentos personales que no tienen relación alguna para no pagar las ganancias ..

I have also requested that the money in my account be returned to the same account from which it was deposited and that the account be closed immediately because their terms state that the player has the right to request closure and to send the funds from where they were deposited and the profits generated, yet they also refused to do so even though their terms state so.

E solicitado igual que se regrese el dinero de mi cuenta a la misma cuenta de dónde se deposito y cierren inmediatamente la cuenta porque sus términos dicen que el jugador tiene ese derecho de solicitar el cierre y de enviar los fondos de dónde se depositaron y las ganancias generadas , aún así también se negaron a hacerlo aúnque sus términos lo digan

It is a coincidence that all the complaints against the casino have the same pattern: excessive verification, requests for unnecessary documentation or documentation that is not related to the payment... account blocks without any explanation... all the same, with the common characteristic of having won a larger amount than usual... The abuse by the Betmaster company to confiscate profits with illegal verification is nothing more than obvious.

Es coincidencia que todas las quejas hacia el casino tengan el mismo patrón verificación excesiva solicitud de documentación innecesaria o que no tiene relación con el pago .. bloqueos de cuentas sin explicación alguna .. todas igual con el común de haber ganado un monto mayor al abitual ... No es más que obio el abuso de la empresa betmaster para confiscar ganancias con verificaciónes ilegales

I have also requested a summary of my deposits from the casino to confirm that it matches all the personal information they have asked me for, but they have refused to give it to me. I don't even have the right to corroborate that. It is sad to see how there are companies like this that operate without any impunity, extorting and stealing without anyone stopping them... you just have to see how arrogant they are and that they do not even want to provide a summary of my transactions to confirm that what they are asking me for is justified.

E solicitado igual al casino un resumen de mis depósitos para corroborar que coincide con todos los datos personales que me an pedido pero de an negado a darme ni siquiera tengo derecho de corroborar eso 😕 es triste ver cómo existan empresas así que se manejen sin ningún tipo de impunidad extorsiónando y robando sin que nadie los pare .. solo basta ver con que prepotencia actúan y que no quieren ni siquiera entregar un resumen de mis transacciones para corroborar que lo que me piden tiene justificación

They just ask me for more and more documents and I can't even know if I really received the deposits they say I did because they don't want to give me a summary of my transactions.

solo me piden más y más documentos y ni puedo saber si de verdad recibí los depósitos que dicen porque no me quieren dar el resumen de mis movimientos 

I asked the casino for a simple summary of the deposits made to my account to verify if they match the names of the people whose documents they're asking me for.

They didn't want to give it to me.

This confirms that they are not interested in verifying anything, but rather in continuing to hold my money with impossible requirements.

How am I supposed to hand over documents if I don't even know who they refer to?

I have cooperated. They have only put up obstacles.

This is no longer a verification: it is systematic abuse.

matic.

Player abuse, abuse of all kinds, I highly doubt they will respond to anyone because no one stops them. I hope at least one player or another reads this and avoids falling into this trap because when they steal from you, no one will be able to help you, so it is better not to play in this place, it is a vile scam for the players.

Solicité al casino un simple resumen de los depósitos hechos a mi cuenta para verificar si coinciden con los nombres de las personas de quienes me piden documentos.

No me lo quisieron dar.

Eso confirma que no están interesados en verificar nada, sino en seguir reteniendo mi dinero con requisitos imposibles.

¿Cómo se supone que entregue documentos si ni siquiera sé a quiénes se refieren?

Yo sí he cooperado. Ellos solo han puesto trabas.

Esto ya no es una verificación: es un abuso siste

mático.

Abuso del jugador abuso de todo tipo dudo mucho que den respuesta a nadie porque nadie les pone un alto ojalá mínimo uno que otro jugador leea esto y se salve de caer en esta trampa porque cuando le roben nadie le va a poder ayudar así que mejor no jueguen en este lugar que es una vil estafa para los jugadores

Dear Adam,

I deeply regret that, despite all my willingness, cooperation, and submission of documents, the stance adopted so far remains tolerant of behavior that borders on abuse.

I've submitted selfies and IDs for multiple people. I've now been asked for a selfie of a sixth person, but the casino hasn't informed me how many more people are missing or what deposits are associated with each one, despite my requesting a simple summary of my deposits to verify who they're linked to. I've been deliberately denied that information.

Besides:

At no point have I been offered a guarantee of release of funds if I comply with the request.

Undefined requirements continue to be added, without transparency or a legal framework to support these demands.

The transfers I made were mostly via SPEI, which in Mexico does not imply account ownership or fraudulent use, and yet I am treated as suspicious without the casino demonstrating the slightest hint of fraud.

This pattern of behavior is not "verification," it's a strategy to avoid paying.

It's a way to pressure players into giving up, so the casino can keep their money, hiding behind an ever-expanding and limitless KYC process.

Please consider the evidence more objectively. At this point, the burden of proof no longer falls on me, but on Betmaster, who must prove that I committed fraud, which they cannot do because it simply isn't true.

Casino Guru has a responsibility to protect players, not to normalize practices that may violate Mexican law regarding personal data protection, abusive business practices, and discriminatory treatment.

If the casino does not release my funds, it is more than obvious that this has been their clear intention from the beginning since they act without any authority, they pretend to have no concern about responding to the user or anyone else... I would like you to reconsider the rating that you have given in this forum where the purpose is to defend the user from fair treatment and since the casino has not complied and has not given any valid justification for its abuse... neither by this means nor by the support nor by any other means, the rating that you have given it should be reconsidered a lot since it is an alarm sign that a casino operates in violation of the laws and without responding for anything... And the one who has a high rating may be inviting you to fall into the trap of this betting site, and you have to take into account that in other forums it is restricted in Mexico for the same reason because apparently nobody regulates them properly

Thank you for your attention. I hope you will act accordingly.

Estimado Adán,

Lamento profundamente que, pese a toda mi disposición, cooperación y entrega de documentos, la postura adoptada hasta ahora siga siendo tolerante con un comportamiento que raya en el abuso.

He entregado selfies e identificaciones de múltiples personas. Actualmente me han pedido la selfie de una sexta persona, sin que el casino me informe cuántas personas más faltan, ni qué depósitos están asociados a cada una, pese a que solicité un simple resumen de mis depósitos para corroborar con quiénes están vinculados. Esa información me ha sido negada deliberadamente.

Además:

En ningún momento se me ha ofrecido una garantía de liberación de fondos si cumplo con lo solicitado.

Se siguen agregando requisitos indefinidos, sin transparencia ni marco legal que respalde esas exigencias.

Las transferencias que realicé fueron en su mayoría vía SPEI, que en México no implican propiedad de cuenta ni uso fraudulento, y aun así se me trata como sospechosa sin que el casino demuestre el mínimo indicio de fraude.

Este patrón de comportamiento no es "verificación", es una estrategia para no pagar.

Es una forma de presión para que los jugadores se rindan y el casino se quede con el dinero, escudándose en un proceso de KYC eternamente ampliado y sin límites.

Le ruego considere la evidencia con mayor objetividad. En este punto, la carga de prueba ya no recae en mí, sino en Betmaster, quien debe demostrar que yo he cometido fraude, cosa que no puede hacer porque simplemente no es verdad.

Casino Guru tiene la responsabilidad de proteger a los jugadores, no de normalizar prácticas que pueden representar violaciones a la ley mexicana en materia de protección de datos personales, prácticas comerciales abusivas y trato discriminatorio.

De no liberar mis fondos el casino que es más que obia que esa es su clara intención desde un inició ya que actúan sin ningún tipo de autoridad aparantan preocupación alguna por responder ni al usuario ni a nadie .. me gustaría que se reconsiderara la calificación que le an dado en este foro donde el propósito es defender al usuario de un trato justo y ya que el casino no a comperado y no dió ninguna justificacion valida para su abuso .. ni por este medio ni por el soporte ni por ningun otro medio , se reconsiderara mucho la calificación que le an otorgado ya que es un signo de alarma que un casino opere violando las leyes y sin responder por nada ... Y el que tenga una calificación alta puede hacer que estén invitando a caer en la trampa de este sitio de apuestas , y ay que tomar en cuenta que en otros foros está restringido en México por lo mismo porque al parecer nadie los regula devidamente

Gracias por su atención. Espero que actúe en consecuencia.

Hello octubreoctubre224766,

I have also asked the casino to provide me with a list of all verification documents they require and why, as well as your transaction history for us to review, so that we can confirm all of the deposits and that nothing is being requested unnecessarily.

We will await further information from them.

Kind regards,

Adam

Without any response from the casino, they ran out of requests to delay the payment and they chose to remain silent. They don't respond, my withdrawals remain blocked. They didn't give me a summary of my transactions to corroborate anything. 😕 Zero willingness on their part.

Sin respuesta alguna del casino se les acabó que mas solicitar para retrasar el pago y optan por guardar silencio no dan respuesta siguen bloqueados mis retiros no me dieron el resumen de mis movimientos para corroborar nada 😕 cero disposición de su parte

They are already making me lose hope of getting paid, be careful with these types of sites, the truth is that in all my time playing I have never seen a casino with such a well-designed trap to steal from the player, although they could be an excellent site to play for their instant withdrawals, they become a criminal organization by confiscating and enriching themselves rather than the high prizes of the players since from what I have investigated these practices are very, very common in them, I hope these types of cheating casinos close soon.

I will contribute what corresponds to me for it.

Ya lo están logrando que pierda la esperanza de que me paguen, que tengan cuidado con este tipo de sitios , la verdad en todo mi tiempo jugando nunca ví casino con una trampa tan bien diseñada para robar al jugador , si bien podrían ser un exelente sitio para jugar por sus retiros instantáneos, se convierten en una organización criminal al confiscar y enrriqueserze más bien de los premios altos de los jugadores ya que en lo que e investigado es muy muy comun en ellos estas practicas, ojalá pronto se cierren este tipo de casinos trampa..

Yo aportare lo que me corresponde para ello..

DO NOT PLAY ON THIS SITE. THERE ARE CASINOS THAT PAY HIGH AMOUNTS, THIS ONE DOESN'T... THOUSANDS OF SIMILAR CASES. HIGH AMOUNTS ARE CONFISCATED MOST OF THE TIMES WITH PRETEXTS...

NO JUEGEN EN ESTE SITIO AY CASINOS QUE SI PAGAN LOS MONTOS ALTOS, ESTE NO PAGA ... MILES DE CASOS IGUALESZ LOS MONTOS ALTOS LOS CONFISCAN LA MAYORIA DE VECES CON PRETEXTOS ...

Hello octubreoctubre224766,

I appreciate that the verification process has been ongoing for some time, but in any type of complaint we always allow each party 7 days to respond. If there is no reply after 7 days, we send them a final reminder and allow an additional 7 days before closing the complaint.

I know it is a frustrating situation, but we should try to allow more time for a response.

Kind regards,

Adam

I beg the Guru Casino team to review the score they have given this casino once again, due to the lack of seriousness and the suspicious way in which they carry out their verifications, far from what a normal casino does, I have started to investigate more thoroughly... and I have found NOTHING!

that's the problem

. Betmaster has no legal representative in Mexico, it is not listed in any registry that has legal representation or offices, it is managed from the shadows, subleased from a PERMIT in the name of another company that also has no clear legal representation... What is PRODUCTIONES MOVILES SA DE CV from which multiple casinos are derived that do not have the proper license to operate in my country, that is why asskgamber, another very important forum, does not have them active in Mexico, the support staff is subcontracted, they do not even have the power to block or unblock the accounts... they only get paid to put users off and tire them out until they stop asking for their money

The raffles they promote on Facebook and other websites, I've confirmed, don't exist! This is a criminal organization disguised as a "legal" casino, with a well-designed system to attract victims.

Suplico al equipo de gurú casino.. revisar una vez más a fondo la puntuación que tienen Dada a este casino , debido a la falta de seriedad y a la forma sospechosa en que llevan sus verificaciónes muy fuea por mucho de lo que lo hace un casino normal , me e puesto a investigar más a fondo .. y que e encontré NADA!

ese es el problema

. Betmaster no tiene ningún representante legal en México no figura en ningún registro que cuenta con representación legal u oficinas se maneja desde las sombras, subarrendados de un PERMISO a nombre de otra empresa que tampoco tiene representación legal clara... Que es PRODUCTIONES MOVILES S.A. DE C.V. de la cual derivan múltiples casino que no cuentan con la debida licencia para operar en mi país por eso asskgamber otro foro muy importante no los tiene activos en México , los de soporte son subcontratados ni siquiera tienen poder de hacer algún tipo de bloqueo o desbloqueo en las cuentas .. solo les pagan por darle largas a los usuarios y fatigarlos hasta que dejen de pedir su dinero

Los sorteos que promociónan en facebook y páginas e corroborado que no existen!! Esto es una organización criminal muy bien enmascarada de casino "legal" y con un sistema muy bien diseñado para atraer victimas

No hope of a response from Betmaster, it's a mafia and it seems they don't care much about what an affected player could cost them publicly, nor what it costs them, nor about the fact that it's clear they had nothing to argue with other than the insistence on documentation with the false promise of a withdrawal that in the end they never thought of making. They've come out with the fact that they've decided not to pay me and that their terms say they can do so if they want without giving any explanations.

Well, I was already expecting something equally arbitrary, murky, unfair and illegal.

Since that was the entire verification process... I couldn't wait any longer... I've seen how this is done to many more people, not just me, and it's unfortunate that this doesn't have the proper media vision, because what this company has stolen is invested in false advertising with draws that don't exist and invented raffles with high ratings that they themselves pay for (I'm not saying that's the case with guru), but I repeat, it's strong bait for them to target potential future victims.

Ni esperanza de que responda betmaster es una mafia y al parecer no les importa mucho lo que un jugador afectado pueda costarles públicamente ni lo que les cueste tampoco el que se vea que no tuvieron nada con que argumentar más que la insistencia de documentacion con la promesa falsa de un retiro que al final nunca pensaban hacer me an salido con que an decidido no pagarme y que en sus términos dice que pueden hacerlo si quieren sin dar explicaciones

Bueno ya me esperaba algo igual de arbitrario turbio injusto e ilegal

Ya que así fue todo su proceso de verificación.. no podía esperarme más ... E visto como esto se lo hacen a muchos más no solo a mi y es lamentable que esto no tenga la devidas visión mediática, porque está empresa lo que se robao invierte en publicidad falsa con sorteos que no existen y rifas inventadas calificaciónes elevadas que ellos mismos pagan (. No digo que ese sea el caso de gurú)pero repito es una carnada fuerte para ellos de posibles víctimas futuras

And sooner or later these types of "fraudulent companies and foreign ghosts" that operate in total anonymity sooner or later by their actions they burn themselves ... in fact lately I see that they have been given more to stealing from users ... they have been doing this since the beginning but they are gradually becoming more evident ... that suggests either that they feel immune and that the low popularity of the scams they do does not represent anything because they are doing better and better with them ... Or that they are not doing so well and that is why they are stealing more who knows ... Either of the 2 is bad for users ... I ask again that the rating be reconsidered and this casino be investigated more thoroughly,

Y Tarde o temprano este tipo de "empresas fraudulentas y fantasmas extrangeras "que se manejan en anonimato total tarde o temprano por sus acciones se van solitas quemando ...de echo últimamente veo que se les a dado más por robar a los usuarios .. esto lo llevan haciendo desde su inicio pero lo van gradualmente evidenciando cada vez más .. eso sugiere o que se sienten inmunes y que no representa nada la baja popularidad que las estafas que hacen les afecte porque les está llendo cada vez mejor con ellas ... O que no les está llendo tan bien y por eso están robando más quiensabe ... Cualquiera de las 2 es mala para los usuarios ... Vuelvo a pedir se reconsidere la calificación y se investigue más a fondo este casino,

And I repeat, their trap is so well designed that they have the patience to wait for the user to win a high amount because they know that the low amounts are not a loss for them, the same deposits cover them... That also helps users who have never won high amounts and have been receiving minimum payments instantly for a year... to comment wonders about the casino and makes its popularity increase... the person who designed it like that is a genius, I must admit that it is brilliant, it is a shame that it affects so many players and goes against the users.

Y repito su trampa está tan bien diseñada que tienen la paciencia para esperarse a que el usuario gane un monto elevado porque sabe que los bajos no son perdida para ellos los mismos depósitos los cubren ... Eso igual les ayuda a qué los usuarios que jamaz an ganado montos altos y llevan un año recibiendo pagos mínimos al instante.. comenten maravillas sobre el casino y les hace elevar su popularidad .. es un genio el que lo diseño así debo admitir que es brillante lastima que afecte a tantos jugadores y que vaya en contra de los usuarios

And I accuse them of having stolen my money. They kept my deposits, they didn't pay me, but they kept everything I deposited and they extorted me by asking for documents from 6 people.

Y los acuso de haberme robado mi dinero se quedaron con mis depósitos no me pagaron pero si se quedaron todo lo que les deposite y me extorcionaron para pedirme documentos de 6 personas

They invent the same thing for all users

A todos los usuarios le inventan lo mismo

They don't even show their faces in an important national forum like Guru Casino... they have neither the education nor the respect for what Guru Casino represents... a voice and representation in terms of disputes, a voice for the players. They know that since there is no one to complain to because they operate anonymously, it is most likely that if their scam becomes more public, they will change their name and, as many casinos of dubious reputation do later.

Ni siquiera dan la cara en un foro importante a nivel nacional como lo es gurú casino .. no tienen ni la educación ni el respeto por lo que representa gurú casino .. una voz y representación en cuanto a las disputas una voz de los jugadores , saben que como no ay a quien reclamar porque se manejan desde el anonimato lo más probable es que sí se hace más pública su estafa se cambian el nombre y ya como luego hacen muchos casinos de dudosa reputación

Hello,

I completely understand your concerns. I have reached out to the casino multiple times via email, as well as directly to their representative, but received no further response. As mentioned previously, we will allow one more week for the casino to respond as per our policies, before closing the complaint,

We would like to ask Betmaster Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which will negatively affect its rating.

Kind regards,

Adam

I want to thank you, Adam, for your intervention and for trying to receive a response that would shed some light on the casino's absurd, excessive, and, I dare say, even ridiculous requests.

I know that you, like me, have tried to receive answers from the staff of this company and I am infinitely grateful.

But I was already afraid that none of them would have any success, just chatting with them a couple of times to notice

1.- They are not hired to help the user, they are hired to lengthen the withdrawal processes as much as possible... and they don't even try very hard, they give the same explanation to everyone, the same copy and paste of their terms where they justify everything with that, the illegality, the theft, the fact that they ask you for whatever they want, who knows for what purposes because let's be honest, they are not investigating anything in deposits of 200-300 pesos, what real investigation of money laundering can there be in those amounts... it's totally ridiculous

Their preferred justification is that there are multiple accounts, and that's why we have the right to keep your money and not give any explanations.

Another farce... Or are they going to say that it took them 2 months to discover in their system that there were multiple accounts... as ridiculous as if they could take selfies of people not related to the account holding their cards when there were no deposits with cards and as I showed in the image where I deny them because they say they never asked for that... and you can see how I ask if everyone has to have a card and they answer yes, they even emphasize that the information should be clearly visible!!

And what for? That information, as if it could be useful to discover multiple accounts, I don't understand... and I doubt very much that after they blocked my account and stole my money and didn't return a single deposit, they are going to get rid of the documentation that they made me hand over with lies... I'm a little afraid of the misuse they will give it, that they could well be the ones doing money laundering, logically the way the casino handles verifications and account blocking is much more alarming.

I have started talking to some other players affected in alarmingly similar situations... they earn amounts above approximately 10 thousand.

Everyone was asked for excessive documents... one by one every 3 days to lengthen the process. Everyone was sent the same copy and paste of why they could do that... we were all given the same excuse and our accounts were blocked on the same day with the same explanation or lack of explanation.

They were all under investigation, the same for money laundering, even those who never received money from anyone and only deposited less than 10 times from their account, even they were all blocked anyway with the conclusion that they had no right to have anything explained to us because their terms say so...

There was only one player who told me that he once collected 60 thousand, if that's true, he doesn't know how lucky he was..!! And not so much the luck of winning at the casino... yes.

Quiero agradecerte Adán por tu intervención y por el intento de recibir una respuesta que diera un poco de claridad a las solicitudes absurdas desmedidas y me atrevería a decir hasta ridículas del casino ..

Se que tú al igual que yo as intentado recibir respuestas, de parte de el personal de esta empresa y lo agradezco infinitamente .

Pero ya me temia que ninguno tendría exito alguno, basta charlar un par de veces con ellos para notar

1.- No los contratan para ayudar al usuario , los contratan para alargar los procesos de retiro lo más que puedan .. y ni siquiera se esfuerzan mucho dan la misma explicación a todos el mismo copia y pega de sus términos donde justifican todo con eso lo ilegal el robo el que te pidan lo que se les pegue la gana quiensabe con que propósitos porque seamos sinceros, no están investigando nada en depósitos de 200 300 pesos que investigación real de lavado de dinero puede haber en esas cantidades ...es totalmente ridículo

Su justificación preferida ay multi cuentas y por eso tenemos derecho de quedarnos tu dinero y no dar explicaciones.

Otra farsa... O van a decir que tardaron 2 meses en descubrir en su sistema que existían multi cuentas ..tan ridículo como que pudieran selfis de personas ajenas a la cuenta sosteniendo sus tarjetas cuando no ubo depósitos con tarjetas y como mostré en la imagen donde los desmiento porque ellos dicen que jamás pidieron eso .. y se ve como yo pregunto si todos tienen que tener tarjeta y ellos contestan sii incluso hacen énfasis en que se vea bien la información!!

Y eso como para que ? Esa información como que podría servir de ayuda para descubrir multi cuentas no entiendo ...y dudo mucho que después que me bloquearon la cuenta y se robaron mi dinero y no devolvieron ni un depósito vayan a deshacerse de la documentación que con mentiras me hicieron entregar... Me da un poco de miedo el mal uso que le den, que bien podrían ser ellos los que hagan lavado de dinero, por lógica es mucho más alarmante el modo en que el casino maneja las verificaciónes y bloqueo de cuentas

Me e puesto a platicar con algunos otros jugadores afectados en situaciones similares alarmantemente similares ..ganan montos arriba de 10mil aproximadamente

A todos se les pidieron documentos excesivamente.. de uno en uno cada 3 días para alargar el proceso a todos les mandaban la misma copia y pega de porque podían hacer eso.. y a todos se nos dió la misma excusa y se nos bloqueó el mismo día la cuenta con la misma explicación o no explicación.

Todos estaban bajo una investigación, la misma de lavado de dinero , incluso quienes nunca recibieron dinero de nadie y solo se depositaron menos de 10 veces desde su cuenta incluso ellos y a todos se les bloqueó igual con la conclusión sin derecho a qué se nos explique nada porque sus términos lo dicen...

Solo hubo un jugador que me dijo que una vez cobro 60mil , de ser cierto no sabe la suerte que corrio..!! Y no tanto la de ganar en el casino .. si.

I'm not sure I'll be able to cash out that amount at that casino... they didn't send me any screenshots or anything... but I want to think that it's true and that the company isn't fully involved in this fraud, and that it's just a few unfortunate people who have to cover their monthly losses by having their winnings confiscated.

But anyway... the truth is I doubt very much that with the arrogance and lack of availability to resolve and be transparent with the player that this casino handles, they are going to give any response, at least not one that makes sense... maybe they will repeat the copy and paste that justifies them in everything, I doubt very much that they will say why they asked for all those documents without legal justification, it was more than obvious that to discover multiple accounts they do not need 2 months of investigation and everything they asked for, if it had been the case they would have blocked me from the beginning, a good systems engineer knows in a few minutes if there are multiple accounts from an IP... So why wait 2 months, 10 account statements, 6 selfies with photo ID, ask for photos of card holding, chat with them, email and so on... I doubt very much that they will say who is the legal representative of their company in Mexico, I doubt very much that they will explain why the raffles they promote do not legally exist... I doubt very much that they will tell us why they promote themselves as a casino with a regular license when they only rent the permit to another company that is the owner of that permit, and that is not in their name. That is why they operate without any type of control because they are not directly accountable for the license, that is why they feel immune to everything and do what they want... and they have no need to justify themselves because they can continue to steal without any supervision.

For my part, obviously they affected me so emotionally with their extortion and abuse to get documents from me with lies and financially because they stole my winnings, they have even made me a little afraid to continue using these types of pages and look for a less risky hobby, since if from the beginning the player is taking risks with the machines and bets ... Apart from that, it is going to be an even more impossible challenge for the casino to pay you your winnings, it is a double risk and we practically give away our money to scammers like that .. but well, for my part, I will try to warn the players that it is within my reach to not fall into this type of shady companies and wait to know what use they give to the data, both mine and the people who asked me, checking regularly if there is any alarm of misuse

I AM VERY THANKFUL AGAIN TO CASINO GURU AND TO YOU, ADAN, FOR YOUR INTEREST AND SUPPORT IN MY CASE AND THAT AT LEAST MY EXAMPLE HELPS OTHERS NOT BE THE SAME VICTIMS.

And it is obvious that the casino uses its terms in its own way because they are the first ones who do not respect them ... in multiple points of this ... they only use them as a shield to justify their theft ... and it is obvious that since they have nothing logical or a valid explanation to give, they prefer to remain silent ... if there were any valid justification for their way of proceeding and they were a transparent casino that goes in accordance with its terms and respects the rights of the player ... I would express my point of view and support it by giving an answer ... but since it is not, it operates anonymously, confiscates profits at will and its requests for documents are quite murky, that is why it is most logical to prefer not to respond

No la de lograr cobrar en ese casino un monto así .. no me envió capturas ni nada .. pero quiero pensar que si sea cierto y que la empresa no se dedique a este fraude de lleno que solo sean a unos cuantos desafortunados a los que les toca cubrir las pérdidas del mes confiscando sus ganancias .

Pero en fin.. la verdad dudo mucho que con la prepotencia y la poca disponibilidad para resolver y ser transparentes con el jugador que este casino se maneja , vayan a dar alguna respuesta , almenos no una que tenga sentido .. talvez repiten el copia y pega que los justifica en todo, dudo mucho que digan para que pidieron todos esos documentos sin justificación legal,si era más que obio que para descubrir multi cuentas no necesitan 2 meses de investigación y todo lo que pidieron si ubiese sido el caso me bloqueaban desde un inicio un buen ingeniero en sistemas sabe en unos minutos si existen multi cuentas desde una IP.. . Entonces porque esperar 2 meses 10 estados de cuenta 6 selfis con foto identificación pedir fotos de tarjeta sosteniendo el chat con ellos el correo y demás .. dudo mucho que digan quien es el representante legal de su compañía en México,, dudo mucho que expliquen porque los sorteos que promociónan no existen legalmente .. dudo mucho que nos digan porque se promociónan como un casino con licencia en regla cuando solo rentan el permiso a otra empresa que es la titular de ese permiso, y que no está a su nombre . Por eso se manejan sin ningún tipo de control porque no rinden cuentas directamente de la licencia por eso se sienten inmunes a todo y hacen lo que quieren.. y no tienen necesidad de justificarse porque pueden seguir tan campantes robando sin supervisión alguna.

Por mi parte obio me afectaron tanto emocionalmente con su extorsion y abuso para sacarme documentos con mentiras y económicamente por qué se robaron mis ganancias, incluso me an echo temer un poco a continuar usando este tipo de páginas y buscar un pasatiempo menos arriesgado, ya que si desde un principio el jugador esta arriesgándose con las máquinas y apuestas ... Mas aparte va a ser un reto aún más imposible que el casino le pagué sus ganancias es un doble riesgo y prácticamente regalamos nuestro dinero a estafadores así .. pero bueno por mi parte intentare advertir a los jugadores que este en mi alcance para no caer en este tipo de empresas tan turbias y esperar a saber que uso le dan a los datos tanto míos como de las personas que me pidieron checando regularmente si no ay alguna alarma de mal uso

AGRADESCO MUCHO NUEVAMENTE A CASINO GURU Y A TI ADAN EL INTERES Y APOYO A MI CASO Y QUE ALMENOS MI EJEMPLO AYUDE A OTROS DE NO SER VICTIMAS IGUAL

Y pues es obio que el casino usa sus términos a su modo porque ellos son los primeros que no los respetan.. en múltiples puntos de este. .. solo los usan de escudo para justificar su robo .. y es obio que como no tienen nada lógico si una explicación valida que dar prefieren callarse.. si hubiesen alguna justificación valida para su forma de proceder y fuesen un casino transparente y que va deacuerdo a sus términos y respeta los derechos del jugador .. expondría su punto de vista y respaldaría dando una contestación.. pero como no lo es se maneja anónimamente confisca ganancias a su antojo y son bastante turbias sus solicitudes de documentos por eso es que lo más lógico prefiere no responder

Thank you for your support so far, Adam. I want to make it clear before the case closes that this won't end like other similar reports. I am gathering all the necessary evidence to make it public and legally formal.

I'm not just reporting a bad experience: I'm piecing together similarities from cases that have been occurring for years. Same pattern, same excuses, same blocking practices after the withdrawal attempt. I've found and documented several testimonies with the same modus operandi as mine.

No one had previously put this together and exposed it as a pattern or linked the fraud scheme among all the complaints to date; these are isolated cases that had not been analyzed for the alarming similarities between them.

I've generated a report with screenshots, abusive requests, and statements from other players. I've already sent it to PROFECO, INAI, SEGOB, and the Cyber Police, and I'm now putting together a collective complaint with other affected players.

I want to be clear: this will have consequences.

If Betmaster wants to protect its reputation, it must resolve this case properly, because I'm not going to stop. I've already taken action and will continue to do so until what they're doing to their users becomes public knowledge.

Thank you for allowing this space to serve as a way of making this clear.

Gracias por tu acompañamiento hasta ahora Adán . Quiero dejar en claro antes del cierre del caso que esto no va a terminar como otros reportes similares. Yo sí estoy reuniendo todas las pruebas necesarias para hacerlo público y legalmente formal.

No estoy solo denunciando una mala experiencia: estoy uniendo coincidencias de casos que vienen ocurriendo desde hace años. Mismo patrón, mismas excusas, mismas prácticas de bloqueo tras el intento de retiro. He encontrado y documentado varios testimonios con el mismo modus operandi que el mío

Nadie había juntado antes y expuesto esto como un patrón o relacionado el sistema de fraude entre todas las quejas hasta la fecha son casos aislados que no se habían analizado las similitudes alarmantes entre ellos.

He generado un informe con capturas, solicitudes abusivas, y declaraciones de otros jugadores. Ya lo envié a PROFECO, INAI, SEGOB y la Policía Cibernética, y ahora estoy armando una denuncia colectiva con otros afectados.

Quiero que quede claro: esto sí tendrá consecuencias.

Si Betmaster quiere proteger su reputación, debe resolver este caso correctamente, porque yo no voy a detenerme. Ya tomé acción y lo voy a seguir haciendo hasta que se conozca públicamente lo que están haciendo con sus usuarios.

Gracias por permitir que este espacio sirva para dejarlo claro.

Just hours after closing this case, Betmaster Mexico had no response or solution. After more than two months of waiting, sending documents, evasive responses, and emotional exhaustion, the casino simply stopped responding, failing to respond at all to defend itself or deny any of the allegations. They also ignored multiple emails sent to their official complaints channel, without even acknowledging their receipt.

This behavior not only demonstrates a complete lack of transparency and professionalism, but also confirms that the casino's strategy is to silence, exhaust, and confiscate funds without legal justification or formal response.

I'm already in contact with other players in a nearly identical situation, whose accounts were also blocked on the same day and under the same pretext after weeks of requesting documents. We're documenting the pattern of abuse and will join forces to expose this systematic practice.

Betmaster's reputation may be inflated, but sooner or later the weight of evidence will catch up with them.

Thanks, Casino Guru, for the space. Although the case was not resolved, I will use this platform as public evidence that I attempted to exhaust the formal process.

A pocas horas de cerrar este caso sin respuesta ni solución por parte de Betmaster México. Después de más de dos meses de espera, envío de documentos, evasivas y desgaste emocional, el casino simplemente dejó de contestar, no dió absolutamente la cara ni para defenderse ni para negar nada de lo que se le acusa. También ignoraron múltiples correos enviados a su canal oficial de quejas, sin dar siquiera acuse de recibo.

Esta conducta no solo demuestra una total falta de transparencia y profesionalismo, sino que confirma que la estrategia del casino es silenciar, desgastar y confiscar fondos sin justificación legal ni respuesta formal.

Ya estoy en contacto con otros jugadores en situación casi idéntica, a quienes también se les bloqueó la cuenta el mismo día y con el mismo pretexto después de semanas de solicitar documentos. Estamos documentando el patrón de abuso y nos uniremos para hacer pública esta práctica sistemática.

La reputación de Betmaster puede estar muy inflada, pero tarde o temprano el peso de las evidencias va a alcanzarlos.

Gracias Casino Guru por el espacio. Aunque el caso no se resolvió, usaré esta plataforma como evidencia pública de que intenté agotar el proceso formal.

Dear Dani.10,

I have tried to contact the casino repeatedly, but have had no further reply from them. I’m afraid there is not much that can be achieved without cooperation from their side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Direccion General De Juegos Y Sorteos and submit a complaint to them using the form found here: http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea.

The Authority has more options and tools to help players. Please let me know how they responded ([email protected]).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam

Hello Dani.10,

I have since received a response from the casino, and they have provided sufficient proof to support their decision to close your account and forfeit your balance, due to fraudulent activity.

Consequently, the complaint will be reclassified in light of this new evidence.

I once more recommend that you contact the appropriate regulatory authorities if you wish to pursue the matter further.

Kind regards,

Adam