Betmaster Casino MX - El jugador se enfrenta a problemas y retrasos en los retiros.

I've had this problem for over a month now: I can't withdraw my money. My account has been verified twice, I play with real money (not bonuses or free spins), and when I try to withdraw, the following message appears in red:

*Withdrawal not allowed*

I already submitted a ticket and they told me they would review it but they haven't given an answer.

On previous occasions, I preferred to play my winnings, since they don't do anything, but this time I'm not doing that anymore, because they accept my deposit very quickly, there's no problem there, but they make it difficult to withdraw.

Tengo mas de un mes con el problema de que no me deja retirar, mi cuenta ha sido verificada dos veces, juego con dinero real, no es de bonos ni tiradas gratis, y al querer retirar me marca en linea roja la siguiente leyenda:

*Withdrawal not allowed*

ya levante ticket y me dicen que lo revisaran pero no dan respuesta.

las ocasiones anteriores lo que hice fue mejor jugar las ganancias, pues no hacen nada, pero esta vez ya no, porque mi deposito si lo acepta rapidisimo ahi si no hay problema de nada, pero para retirar si ponen trabas.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting 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 advise how long you were a player at the casino and when exactly your payouts were blocked?
• Have you passed account verification in the casino? Which documents were you asked to submit during the process?
• 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 your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Could you tell us how long you were a player at the casino and exactly when your payments were blocked?

*Three months, I opened my account in early February 2026

Have you successfully completed the casino account verification process? What documents were you asked to submit during the process?

*If my account was verified when I first opened it, they asked me for identification, proof of address, and a bank statement from the account I used to make SPEI transfers.

Then a month and a half ago they asked me for verification again, they asked for the last 3 months of the bank account, official identification, proof of address, selfie with my identification in hand, one from the front and another with the identification from the side, and my account was verified.

What games did you play to accumulate your current casino balance? (slots, live games, sports betting)

*slot machine

Did you achieve your current balance with the help of a bonus?

*No, I achieved my current balance through slots, using my own SPEI deposit, which I gambled away entirely.

Could you please share your communication with the casino regarding this matter? Please send emails or chat transcripts to my email address. tomas@casino.guru or post screenshots here

*I'll send you the conversation by email.

¿Podría indicarnos cuánto tiempo fue jugador en el casino y cuándo exactamente se bloquearon sus pagos?

*Tres meses, abri mi cuenta los primeros de febrero 2026

¿Has superado la verificación de tu cuenta en el casino? ¿Qué documentos te pidieron que presentaras durante el proceso?

*Si se verifico mi cuenta al inicio de que la abri, me pidieron identificacion, comprobante domicilio y estado de cuenta bancario de la cuenta desde la que hacia spei.

Luego hace un mes y medio nuevamente me pidieron verificacion, me pidieron los ultimos 3 meses de la cuenta bancaria, identificacion oficial, comprobante de domicilio, selfie con mi identificacion en mano, una al frente y otra con la identificacion por un lado, y se verifico mi cuenta.

¿A qué juegos jugaste para acumular tu saldo actual en el casino? (tragaperras, juegos en vivo, apuestas deportivas)

*tragaperras

¿Lograste tu saldo actual con la ayuda de una bonificación?

*No, el saldo actual lo logre en slots, con mi propio deposito de spei, el cual lo jugue todo.

¿Podría compartir conmigo su comunicación con el casino sobre este asunto? Envíe correos electrónicos o transcripciones de chat a mi correo electrónico. tomas@casino.guru o publica capturas de pantalla aquí

*le envio la conversacion por correo.

Dear Ericka020589,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Ericka020589,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Betmaster Casino MX to join this conversation and assist in addressing the complaint.

Dear Betmaster Casino MX,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

At this stage, we are still attempting to establish contact with the casino through an alternative communication channel in the hope of obtaining their cooperation regarding this case.

We will allow the casino a final period of 7 days to respond before proceeding further. If we do not receive any reply within that timeframe, we may unfortunately have to close the complaint as unresolved due to the lack of cooperation.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from the casino. 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 General Directorate of Games and Raffles in Mexico (tramitescau@segob.gob.mx/quejasydenunciasjys@segob.gob.mx ) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Munya Shumba

We’ve reopened this complaint at the request of Betmaster Casino MX. The casino has provided information that there are no funds or pending withdrawal requests on the player's account. Furthermore, the last successful withdrawal was completed in March. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Therefore, I kindly ask the player to comment on the information provided by the casino.

Dear Ericka020589,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Munya
Casino.Guru