Betmaster Casino MX - L'account del giocatore risulta non verificato.

It says I don't have a verified account and that I can't play, but it's the opposite.

Me aparece que no tengo cuenta verificada y que no puedo jugar y tengo lo contrario

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Josue03},

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Have you attempted to contact their customer support? If so, what was their response?
• Could you please confirm whether you have submitted all of the documents requested by the casino for the secondary KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M

1- I already contacted customer service, all excuses.

1-ya contacté al servicio al cliente purass excusas

The casino never notified me that it required any documents again; it simply wouldn't let me access any games or withdraw my 400 pesos, which was the amount I deposited.

El casino jamás me notificó que requería algunos documento nuevamente simplemente ya no me dejó acceder a ningún juego ni retirar mis fondos que tengo de 400 pesos que fueron los unos 400 que yo le metí

I've already sent the account statements to the casino, and all they do is make excuses. I never had any problems with them before, and it seems unfair that I work hard and the casino won't even let me withdraw my investment or my winnings.

Ya le he enviado los estados de cuenta al casino y son puras excusas que me piden y me dicen cuando anteriormente no tenía problema con él y se me hace injusto que uno trabaja y no deja ni siquiera sacar lo que uno invirtió no sus ganancias por parte del casino

Dear Josue03,

Thank you very much for your reply.

I would like to clarify two additional points:

• Before this issue occurred, had your casino account been fully verified and had you been able to play and make withdrawals without any restrictions?
• Has the casino provided you with any specific reason why your account is now marked as unverified and why you are unable to withdraw your remaining 400 MXN?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Josue03,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru