Betmaster Casino MX - プレイヤーのアカウントは制限され、引き出しはキャンセルされます。

Good day,

Yesterday, I experienced a temporary block on my account (which has been restored). The withdrawals in transit were canceled and the balance was erased for no apparent reason. The service chat claims that the amount was played and lost. I must clarify that this was not the case at any time.

An email was sent to the support team, which has not been answered.

I am proceeding to post my complaint on this page as I have seen that they assist in resolving similar issues.

I hope you can help me resolve this problem.

Thank you in advance.

Buen día,

El día de ayer tuve un bloqueo temporal en mi cuenta (ya se reestableció), los retiros en tránsito fueron cancelados y el saldo fue borrado sin razón aparente, el chat de servicio menciona que el monto fue jugado y perdido. Cabe aclarar que en ningún momento fue asi.

Se mandó un correo al equipo de soporte el cual no ha sido contestado.

Procedo a comentar mi queja en esta página ya que he visto que apoyan en la resolución de este tipo de problemática.

Espero me puedan apoyar con la resolución de esta problemática.

Agradezco de antemano.

Dear lalbertoalvarez1,

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

Could you please specify if you canceled the withdrawal requests, or if the casino canceled them?

Please send me a screenshot of your withdrawal history showing the canceled withdrawal requests. Also, kindly send me the gaming history starting from the moment your withdrawal requests were canceled. You may send these screenshots here, or to my email address at veronika.f@casino.guru.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear lalbertoalvarez1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.