Betmaster Casino MX - メキシコ人プレイヤーの賞金は没収され、引き出しはブロックされた。

The problem that occurred was that during a period I made many deposits and withdrawals as I was betting the "requested deposit turnover amount" and then withdrawing the profits. It is important to note that I have been playing at this casino since January and I am approximately 5000 in the negative, and I have also referred about 4 friends who also completed KYC when asked. After these events, my account no longer allowed me to withdraw in any way (I had 1818 Mexican pesos), I sent a message and they asked me for a KYC which I completed correctly. After some time, they sent me a message to say that my account had been successfully verified, but the money (the 1818 Mexican pesos) was no longer in the account. I asked why and they told me:

"Hello! Thank you for waiting. Please note that the funds were canceled according to the following T&C:

J. CANCELLATION OF OPERATIONS/FRAUD/MONEY LAUNDERING PREVENTION The Company, at its sole discretion, reserves the right to block or close any personal account at any time and to cancel or void any transaction if any of the following conditions apply:

1.1. The Company has detected transactions with irregularities that could negatively affect the processing of payment transactions and/or raise suspicions of violation of the Terms (e.g., the player's name and address do not match the name and address associated with the credit card or other payment method used by the player.)

1.2. The Company considers that the player has violated any of the rules contained in these Terms, the game rules, or the specific rules, as they may apply from time to time. Any determination by the Company regarding the voiding of transactions and the blocking or closing of Personal Accounts will be binding on the player. The Company will make such determinations at its sole discretion, without the need to justify them to the player, and the player will have no right to object. In the circumstances described above, the Company will also have the right to retain any and all amounts that would otherwise have been paid or payable to the Client.

Fraud, ownership of multiple accounts, multiple logins, evasion of measures to prevent fraud and/or unauthorized access/login, and participation that violates the Promotional Conditions are prohibited.

The Company shall have the right to disqualify, at its sole discretion, any Client who has committed fraud or forgery or who has attempted to forge the participation process or the progress of any Promotion, or who has violated this Agreement, the Promotional Conditions and/or the Specific Conditions, or who may, in the reasonable opinion of the Company, damage the reputation of the Company and the brand or the reputation of any company in our group.

Thank you for your understanding and please let us know if you have any further questions."

It is obvious that I refuted and replied that I did not do any of the mentioned things, however, they just kept saying that they had the right not to tell me the exact reason for the retention. Today I made a deposit again and it does not allow me to make withdrawals in any way.

Hello AldairV9,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betmaster Casino MX. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Why did you deposit if your account got restricted? Did you ever play from someone else's device or claimed any bonuses with somebody else from the same household? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

1. My account has been fully verified for approximately 7 days, including the KYC process.

2. At no point was my account restricted. Before I was asked for the KYC, I already had funds in my account. After the verification was completed and my funds were withheld for no reason, I thought my account was back to normal and I deposited more funds. That's when I realized I still couldn't withdraw, even after complying with the T&C of a minimum 1x wager. To date, I've sent messages regarding this issue, but they have not resolved it. All I receive is a message saying, "our specialists are reviewing your account."

3. At least I have not played from another account. However, I do reference my sister, who lives with me, and some friends.

4. The last time I spoke with the casino was today regarding the blocked withdrawals, but they still haven't told me anything. They only mentioned that the specialists are analyzing my account.

Hello AldairV9,

Did you play from the same device as your sister or any of your friends? Did you both claim bonuses?

Please note that some casinos allows players from the same household but non of them is allowed to use bonuses or use the same device to access the casino.

I have never played from another friend's device, and I believe my friends have never played any bonuses. In any case, none of the referrals belong to my household to "justify" the withholding of money. I keep sending messages to see if I can already make withdrawals, and the last thing they told me was, "We apologize for any inconvenience this may have caused you. We understand how frustrating this can be and assure you that we are doing everything possible to resolve the issue as quickly as possible. If there is anything else we can do to help you in the meantime, please let us know. Thank you for your understanding and patience."

Hello AldairV9,

Would it be possible to forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru?

Dear AldairV9,

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.