Betmaster Casino MX - El retiro del jugador se retrasa debido a requisitos de verificación poco claros.

Betmaster Mexico is holding my withdrawal and has imposed additional verification requirements that were not clearly communicated to the consumer beforehand.

Before starting the withdrawal process, I consulted the information published by the company itself on its support page. This information states that, to enable withdrawals, the user must make a minimum SPEI transfer of $50 pesos from the bank account where they wish to receive the funds and then provide support with the last four digits of that transfer to complete the validation.

Following the company's published instructions precisely, I made the requested SPEI transfer and provided the required information. I also sent documentation to verify my identity and ownership of my payment methods.

However, once the published requirements were met, the company began requesting additional documentation not mentioned in the public support procedure. These requests included bank statements for various accounts used to make deposits more than two years ago.

I currently do not have access to some of that documentation due to the time that has passed and because some of the accounts mentioned are no longer active or it is not possible to obtain historical account statements for them.

Furthermore, the company has requested additional documentation related to a bank card whose deposits are already reflected in the official statement of account that was delivered, even though said document clearly proves the ownership of the card and the movements made to the platform.

I believe there is a lack of transparency regarding the actual requirements for withdrawing funds, as the information published by the company indicates a significantly simpler procedure than the one subsequently required of the consumer. In practice, each time a requirement is met, different additional documentation is requested, indefinitely prolonging the withdrawal process.

My intention has been to cooperate at all times and I have provided all reasonably available documentation to prove my identity, ownership of the receiving account and the payment methods recently used.

Therefore, I request that the company:

1. Clearly state the contractual or regulatory basis for the additional requirements demanded.

2. Establish a reasonable alternative for validating transactions carried out more than two years ago when documentation is no longer available.

3. Please process my withdrawal request or issue a duly substantiated final decision.

4. Release the funds that are currently being held once my identity and ownership of the receiving account have been verified.

La empresa Betmaster México mantiene retenido mi retiro y ha impuesto requisitos de verificación adicionales que no fueron informados de manera clara y previa al consumidor.

Antes de iniciar el proceso de retiro consulté la información publicada por la propia empresa en su centro de soporte. En dicha información se establece que, para habilitar los retiros, el usuario debe realizar una transferencia SPEI mínima de $50 pesos desde la cuenta bancaria en la que desea recibir los fondos y posteriormente proporcionar a soporte los últimos cuatro dígitos de dicha transferencia para completar la validación.

Siguiendo exactamente las instrucciones publicadas por la empresa, realicé la transferencia SPEI solicitada y proporcioné la información requerida. Adicionalmente envié documentación para acreditar mi identidad y la titularidad de mis medios de pago.

Sin embargo, una vez cumplidos los requisitos publicados, la empresa comenzó a solicitar documentación adicional que no se menciona en el procedimiento público de soporte. Entre dichos requerimientos se encuentran estados de cuenta relacionados con diversas cuentas bancarias utilizadas para realizar depósitos hace más de dos años.

Actualmente no tengo acceso a parte de esa documentación debido al tiempo transcurrido y porque algunas de las cuentas señaladas ya no se encuentran activas o no es posible obtener estados de cuenta históricos de las mismas.

Asimismo, la empresa ha solicitado documentación adicional relacionada con una tarjeta bancaria cuyos depósitos ya se encuentran reflejados en el estado de cuenta oficial que fue entregado, aun cuando dicho documento acredita claramente la titularidad de la tarjeta y los movimientos realizados hacia la plataforma.

Considero que existe una falta de transparencia respecto de los requisitos realmente necesarios para retirar fondos, ya que la información publicada por la empresa indica un procedimiento significativamente más simple que el que posteriormente se exige al consumidor. En la práctica, cada vez que se cumple un requerimiento se solicita documentación adicional distinta, prolongando indefinidamente el proceso de retiro.

Mi intención ha sido colaborar en todo momento y he proporcionado toda la documentación razonablemente disponible para acreditar mi identidad, la titularidad de la cuenta receptora y los medios de pago utilizados recientemente.

Por lo anterior, solicito que la empresa:

1. Informe claramente el fundamento contractual o normativo de los requisitos adicionales exigidos.

2. Establezca una alternativa razonable para validar operaciones realizadas hace más de dos años cuando la documentación ya no se encuentra disponible.

3. Procese mi solicitud de retiro o emita una resolución definitiva debidamente fundamentada.

4. Libere los fondos que actualmente se encuentran retenidos una vez acreditada mi identidad y titularidad de la cuenta receptora.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you ever provided bank statements or other official documents for the SPEI CLABE accounts ending in 3393, 6104, 4923, 1127, 3970, 9441, 6496, and 9672, which you previously used to deposit funds into this casino?

Please note that during the KYC process, the casino is required to verify the ownership of all payment methods that have been used for deposits. If no official documentation was provided for deposits made two years ago, the casino may still be obligated to verify these payment methods before completing the verification of your account.

• Could you please confirm whether all of the bank accounts that the casino is requesting verification for belong to you personally?
• Do you still have access to these accounts?

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

Best regards

Veronika

Dear Salvador123,

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.

Dear Veronica,

Thank you for your response.

Regarding the SPEI CLABE accounts ending in 3393, 6104, 4923, 1127, 3970, 9441, 6496 and 9672, the corresponding deposits were made more than two years ago.

Due to the time that has passed, I currently do not have access to most of those accounts and I don't know if some are still active. Therefore, I am unable to obtain the requested documentation for all of them.

I also want to clarify that one of the accounts used at that time was in my brother's name. However, the deposited funds were my own and were used exclusively to make deposits into my gaming account. I currently do not have direct access to the documentation for that account.

Furthermore, I have provided sufficient documentation to prove my identity, including official identification, validation selfies, recent bank documentation, and evidence of the receiving account where I request to receive the funds.

My intention has been to fully cooperate throughout the verification process. However, I consider it important to point out that the required documentation pertains to transactions carried out more than two years ago, regarding accounts that are no longer under my control or access.

Therefore, I would appreciate it if you could tell me if there is any reasonable alternative to validate these historical transactions using the documentation I have already provided or through some other verification procedure.

I look forward to your comments.

Kind regards.

Estimada Verónica,

Gracias por su respuesta.

Respecto a las cuentas SPEI CLABE terminadas en 3393, 6104, 4923, 1127, 3970, 9441, 6496 y 9672, los depósitos correspondientes fueron realizados hace más de dos años.

Debido al tiempo transcurrido, actualmente no tengo acceso a gran parte de esas cuentas y desconozco si algunas continúan activas. Por tal motivo, no me es posible obtener la documentación solicitada para todas ellas.

Asimismo, deseo aclarar que una de las cuentas utilizadas en aquel momento se encontraba a nombre de mi hermano. Sin embargo, los fondos depositados eran de mi propiedad y fueron utilizados exclusivamente para realizar depósitos en mi cuenta de juego. Actualmente tampoco tengo acceso directo a la documentación de dicha cuenta.

Por otra parte, he proporcionado documentación suficiente para acreditar mi identidad, incluyendo identificación oficial, selfies de validación, documentación bancaria reciente y evidencia de la cuenta receptora en la que solicito recibir los fondos.

Mi intención ha sido colaborar plenamente durante todo el proceso de verificación. Sin embargo, considero importante señalar que la documentación requerida corresponde a operaciones realizadas hace más de dos años, respecto de cuentas que ya no se encuentran bajo mi disposición o acceso.

Por lo anterior, agradecería que me indicaran si existe alguna alternativa razonable para validar dichas operaciones históricas mediante la documentación que ya he proporcionado o mediante algún otro procedimiento de verificación.

Quedo atento a sus comentarios.

Saludos cordiales.

Thank you for your reply. I have checked the Terms and Conditions , and this is what I found:

7. Any deposit or payment made or received by the player may only be made to their personal account or received in their own payment account. As a general rule, payments from third parties or withdrawals to third-party payment accounts will not be processed. Any deposit or payment of funds will be governed by the terms of this Agreement, including the specific rules applicable to the relevant product and any additional terms and conditions applicable to promotions, special offers, and bonuses.

Furthermore, please check our Fair Gambling Codex for Players :

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Unfortunately, in your case, this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card, and this possibility is communicated beforehand. Technically, it is very difficult to verify who owns the payment method at the deposit stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player's responsibility to use the allowed payment methods only.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika

Thank you for your reply. I have checked the Terms and Conditions, and this is what I found:

7. Cualquier depósito o pago que haga o reciba el jugador podrá hacerse solamente a su Cuenta personal o recibirse en su propia cuenta de pago. Como regla general, no se procesarán los pagos de terceros o retiros a cuentas de pago de terceros. Cualquier depósito o pago de fondos se regirá por los términos de este Contrato, incluyendo las reglas específicas aplicables al producto correspondiente y los términos y condiciones adicionales que resulten aplicables a promociones, ofertas especiales y bonos.

Furthermore, please check our Fair Gambling Codex for Players:

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Unfortunately, in your case, this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card, and this possibility is communicated beforehand. Technically, it is very difficult to verify who owns the payment method at the deposit stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use the allowed payment methods only.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika