I have a complaint with this casino BETMASTER on Friday night I won 15000 pesos at the casino. At the time of withdrawal I could not withdraw because it only gave me the option to withdraw at Oxxo and they do not have that withdrawal option. I do not understand why they deceive people. The case that they never answered me, hours went by and they did not answer me the case that I could not withdraw the money and in the end I lost it. I am very angry because they deceive people from the moment one deposits they should say that they do not have the withdrawal at Oxxo because they show it on their platform with deception

Dear karlitagael0,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear karlitagael0,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

There was no refund. I couldn't wait any longer and I lost the money. They're supposed to announce their withdrawals instantly, another thing that's a lie, their withdrawals at Oxxo because I couldn't withdraw the money at Oxxo. The option was only to withdraw to Oxxo. How is it possible that they don't have that service and advertise it in their casino? That's outrageous, I like their games at Betmaster. It's a complicated casino because they use their tricks to avoid paying. I don't recommend it.

Dear karlitagael0,

Thank you for your message.

Please note that while a casino may list certain payment methods, this does not guarantee their availability to all players. Some methods may be restricted to deposits only, while others may be limited to specific countries.

It is the player’s responsibility to ensure that only the available and approved payment methods are used. The casino cannot be held liable for any losses incurred through the use of unsupported payment options.

Regrettably, based on the current outcome of your balance and the information provided, we must now proceed with closing this complaint.

Best regards,

Nick