If you want to discuss anything related to Betmaster Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Please do not deposit your money on this page, I beg you not to, I beg you, they are scammers, their customer service is literally the worst I have ever met in my entire life, the agents don't know another word to say , wait wait wait.

On June 6, 2023, I deposited 100,000 Mexican pesos from my wallet, from my bag, from my bank account, WITHOUT BONUSES, WITHOUT PROMOTIONS, 100% REAL AND LEGITIMATE MONEY, I was able to win $410,744.7 Mexican pesos playing games of chance, live casino games and one or another sports bet, when wanting to withdraw there was an endless number of requests from the casino, first it was a problem with the payment provider, then they would require more documents from me, account statements, etc., everything was provided EVERYTHING, in the end and then of a month THEY BLOCKED MY ACCOUNT WITH EVERYTHING AND DEPOSIT, I'm going for 2 months, they don't respond in the chat, they don't respond in email, AND THEY DON'T ANSWER THEIR COMPLAINT MAIL, THEY HAVE TAKEN UP TO MY DEPOSIT, I have all the evidence and I am currently looking for a way to sue them with the corresponding authorities, but please do not deposit here, DO NOT DO IT, SERIOUSLY DO NOT DO IT!!!

We highly appreciate your warning as well you your complaint. I'm so glad you found us because sharing such a tedious experience might truly benefit the rest of your community.

I keep saying the casino must cooperate with players and address them properly with an explanation or solution, especially if troubles arise. What you've described sounds like a real nightmare to me.

The way I see it, you have no clue what made your account blocked, have you?

For now, let's just hope there is a way to shed some light on this matter!

the only message I received for them to steal more than 20 thousand dollars was "your account violates terms and conditions" and "the customer service department has no right to comment on such decisions" and that was it, I have searched for telephone numbers, emails, contacts to reach them and look for explanations and look for my money, nobody answers me, DO NOT DEPOSIT HERE PLEASE, they took even my deposit of approximately 5 thousand dollars, money that I earned working, 100% real and verifiable, to date I ask information NOBODY ANSWERS, if I connect to the wifi of a cafe or a restaurant they answer me: welcome to betmaster Mexico, how can I help you?, when I give them my account id, and my question of where is my money? THEY LEAVE THE CHAT AND ALSO BLOCK THE CHAT BUTTON TO CONTACT THEM AGAIN ON THAT WIFI NETWORK. They have to go as far as that to deny me the information about my money. THEY ARE DISGUSTING.

Forgive me for my curiosity are you aware of any rules you could possibly violate? At first, it seems like you have no idea and it comes up some rules or rule was violated.

Have you accumulated your winnings with a bonus perhaps?

One way or another, let's see how the complaint develops. ??

No rule was broken, they claim it was a "double account" that is impossible since I had never created an account here, nobody has access to my personal data and nobody has access to my Wi-Fi network.

In addition, the profits were generated without any bonus, without any promotion, 100% real money, 100% legal, 100% true.

Ok, so the issue was caused by violating the multiple account rule - now we're getting somewhere.

Seems like asking you questions is a good way to go. ??

Thank you for providing all the relevant information to Kristina. She'll come to you when she's ready to assign a new complaint specialist to your case.

It takes some time, because they are all at their limits for quite some time.

For now, I wish you a fair ending to your issue.

Don't hesitate to keep us posted here on the forum as well.

But if I am answering that there was no violation of rules hahaha this casino looks for any pretext to cancel your winnings and even steal your deposit.

Yes, but understanding the casino's point of view is a vital start for finding a solution. Despite what you claim, we need to know why the casino acted like it did. Do you understand that?

Because once we know what caused the issue, we may start a dialog to find out whether the casino's actions were fair or justified. ??

I hope you now have a better understanding of my concern.

Next time feel free to state all important things right at the beginning, it is quite a contradiction not to do so, you know?

Let's now see what Branislav has to say further in the complaint.

??

Hello good afternoon, my verification failed

I was misinformed so I opened the account under any name, not my own.

But the account from which I made transactions is in my name.

Hello, how were you misinformed by the casino? You only have one account in the casino but the personal info is not yours yes? These things always have to be in your name because just like you wrote, you don't pass verification. 

Do you also have any screenshots or communication with the casino where they told you something that would indicate what you are describing? 

Please let me know. 

Hello, good day, I was unaware of the guidelines.

But I have my ID and I am the owner of the bank account where they receive my transfers to the casino

Good morning, that's the answer I've been getting.

But the fact that you were unaware unfortunately does not excuse you if you broke the basic rule of verification. But from what I've seen, the situation has escalated, so we'll see what happens in the end. You won't be able to withdraw money without going through verification. 

Can you describe to me what all you entered that was not in your name? Only the account you deposited from is yours? 

I feel disappointed everything was going so well until they took advantage of my situation

Since my bank's movement limits had been reached, which threw away my money at the time of withdrawal and if it was refunded to the casino, I tried again but they did not refund it to me again, it said that the transaction was made. In the morning, first thing in the morning, I went to my bank to get more limits on my movements, I received other deposits and only from Betmaster, never.

I contacted support and they just give me the runaround, they beat around the bush when it is easy and simple to refund the withdrawal amount to the casino wallet like other times but not

They always say the same thing, that it is not up to them but rather someone superior to them, and the truth is that it is bad because they have already invested much more than what they were going to withdraw.

For 1400 they burn, how bad, really

Hello, do I understand correctly that you couldn't receive money to your account because you have some limit on movements there, yes? You have somehow exceeded this limit and you should have received the money back to your gaming account in the casino, yes? But that didn't happen and that's the problem now? Did you manage to arrange what you needed in the bank and you would like to make a withdrawal, but now you have no money to withdraw because there is nothing left?

Did you ask them where the money went if that is the case? 

Please let me know if I'm wrong or if it's somehow different.

Since I earned 34 thousand, my withdrawals appear like this and my bank account used to receive my money, but since I earned that amount, they have me on hold and review and I still can't make withdrawals. aid

I owe you a withdrawal that I made since 03/20/2025

I deposited $195.00 through my astropay account to the account where I normally deposit from the casino, I checked my balance and $195.00 was credited, I bet on the slots and proceeded to make a withdrawal of $600.00 that indicated processed correctly, but I never received the notification or the balance in my account, when checking I noticed that my deposit was reflected in the casino with another interbank code that does not correspond to my bank accounts, I contacted support for clarification and explained what the error was and they just washed their hands saying that astropay was the one who made the mistake, I asked betmastermx for a receipt where they will prove that the account is really in my name and they do not give a solution, I have already repeated to more than 15 advisors and they all repeat the same thing, they even get upset because I tell them the number of advisors who have attended me. Now a friend told me that he also made a deposit via Astropay to his Betmastermx casino account and the interbank CLABE turned out to be the same as mine.

I also later showed Casino Betmastermx the error with new deposits, one from Astropay and another from my other account that I always use, and they continue to refuse. Now I'm not the only one experiencing this problem. The first images are from my account.

And this is from my friend's account

I advised my friend to ask support to transfer the balance to another account.

But in my case they don't give me the refund and they wash their hands of it.

Hi, does this mean that the casino told you that it is making an investigation yes? Maybe they check the gameplay for such a big win and maybe the game provider asked about it.

Did you play with or without the bonus? You say that you received withdrawals without any problems before, yes?

So I think if everything is going well there shouldn't be any further difficulties. 

I also noticed that you only wait a few days, so try to give it some time and see if everything goes smoothly or not and you will need help.

Hello, I have read your message but I am not so sure I understand it correctly. 

So this is about the withdrawal that you entered yes? When you were trying to get the money, were you supposed to get it into some other account that didn't belong to you? If the casino says it was a mistake on Astropay's side, did you try to contact them about it? Maybe it's not really the casino's fault.

So did they end up taking all your money or sending it somewhere? 

I will wait for the answer.