Complaint #107 Betmaster Casino

Betmaster Casino - payment delay player cheating

By privetpoka0809

3 years ago

I registered in this project, made a deposit, $ 75 played at the casino, won about $ 120 and created a withdrawal request, the support said to expect a maximum of a few hours, but they did not withdraw funds for more than 10 hours as a result, I lost almost everything, immediately after that I received a message from the support service that they were sorry and delays and now everything works correctly, I continued to play, won a little more than $ 150 again and again they refused to withdraw funds and requested verification, it was also carried out for about 10 hours and during this time I lost again, immediately after losing I received a response from their support that my account was verified and everything was working normally
Now the most interesting thing begins, before making a deposit again, after verification, I asked the specialist if everything was exactly in order, if I could get a win if I won, to which the answer was that everything was fine and I could safely play (I attach screenshots of the answer) I made a deposit and won $ 700 at the casino, requested a withdrawal, and for 24 hours they have not withdrawn funds to me again referring to some problems, they do not give clear answers, they say to wait up to 5 working days, but this is impossible because after about 20 hours they cancel the withdrawal themselves, I want to repeat again that I have passed verification, I found out from their representative whether everything is in order with my account and only after a positive response I made a deposit, I really ask you to help solve this problem

Disputed Casino Betmaster Casino

Reason Delayed payment

Amount $700

Discussion

AskGamblers

• Support Team

3 years ago

Dear @privetpoka0809,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Betmaster Casino

• Representative

3 years ago

Dear customer,

Thank you for your request.

According to the available information, you have successfully completed verification procedure and withdrew all your winnings.

We are sorry that it took some time, however the verification is the standard procedure to verify the account owner identity. Along with the security measures, it helps to speed up your further payouts.

Please let us know if we could be of any additional assistance to you.

Have a great week ahead!

Betmaster Casino Complaint Stats

Resolved 45 / 46

Avg. Amount $2,559

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Betmaster Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 44 out of 45 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Betmaster Casino Complaints

See all complaints for this casino

Betmaster Withdrawal withheld 21753MXN

I am filing a complaint against Betmaster for withholding legitimate winnings.

Account Details:

Account ID: 111 3163 5772

Withdrawal Request: ID 5D4229EA for $21,753.88 MXN

Status: IN PROCESS since 10/08/2026

Facts:

My current balance comes only from my last 2 deposits on 09/08/2026: $5,000 MXN (ID: A24628A3) and $3,500 MXN (ID: 8254053F), totaling $8,500 MXN. All previous deposits were lost and the balance was $0 before these deposits.

I completed wagering of 50 bets x $320 MXN = $16,000 MXN at odds 1.51x in the Dice Master game on 10/08/2026, which exceeds the 1x rollover requested. Evidence is attached as PDF.

Withdrawal ID 5D4229EA for $21,753.88 MXN has been blocked/pending since 10/08/2026.

Support via VIP Manager states that general guidance requires odds 1.5 or higher, but then labels my 1.51x bets as "very low risk" and "insufficient gaming level".

When asked for a specific target amount to release funds, support explicitly stated: "we do not have a specific amount we can indicate to process withdrawal" and instructed me to continue betting deposits in a standard way.

This is contradictory and constitutes forced continued gambling. I complied with the 1.51x odds requirement as requested, yet it is called "low risk". No specific terms violation, no specific wagering amount, and no deadline have been provided.

I will not cancel my withdrawal request and demand the immediate release of my funds.

Resolved

$21,754

Withdrawal repeatedly reversed despite successful verification

Hello,

I would like to file a complaint regarding my withdrawal issue with Betmaster. I have completed all required verification steps successfully and provided all requested documents, including multiple bank statements and proof of funds. I also received confirmation from Betmaster that my verification was processed successfully.

Despite this, my withdrawal requests have been repeatedly reversed back to my account. I am only able to use Trustly as a withdrawal method, and I cannot select any alternative method. The withdrawals go into “processing” but are then returned without any clear explanation. Customer support has not provided a concrete solution and only states that my case is under review.

Recently, I was also informed that withdrawal requests cannot be completed at the moment. This is very concerning, as I have fully complied with all verification requirements and have not violated any terms.

At this point, my account is fully verified, my funds are still in my account, but I am unable to withdraw them. I kindly request a clear explanation for why my withdrawals are being reversed, a working withdrawal method or manual processing of my funds, and an immediate resolution of this issue. I have been waiting for over a week and have fully cooperated throughout the process.

Thank you for your assistance.

Unresolved

7 381 EUR unable to withdraw for 10 days

Hi,
I play with Betmaster for 2 years now and for that time I was able with just little delays withdraw all the funds I requested. Unfortunately when it comes to these days when I was lucky and won some of the bets I´m unable to withdraw whatever amount at all now for 10 days already. The total amount I want to withdraw is 7 381,75 EUR. When I want to withdraw the status is pending until it´s cancelled by Betmaster with no explanation. This is repeating everytime for these 10 days. I contacted during those 10 days support many times but I always get the same generic answers that I have to wait.

Resolved

€7,382

Withdrawal rejected with no explanation

I won 1697 $ on Betmaster.

I'm fully verified (I already made a case on AG about my verification delay, and I was fully verified after winning the case).

Now my win that I keep trying to withdraw keeps bouncing back without any explanation.

I contacted live support multiple times, and they keep saying they'll check what the issue is and then never get back to me, and it keeps happening every time.

Resolved

$1,697

Delayed payment of 18100

I would like to file an official complaint regarding the ongoing issues and unjustified delays related to the withdrawal of funds from my account.

I deposited a total of €6,000 into my Betmaster account between 16.11.–21.11. I played successfully, and my current balance is approximately €18,100. I have been trying to withdraw my funds for almost three weeks now.

I have completed the verification process multiple times. Every time I submit a new withdrawal request, the previous one is rejected and I am asked to provide new documents after several days, even though I have already submitted all the required information correctly and on time.

Additionally, customer support has repeatedly promised to inform me “as soon as possible,” but in reality I have not received timely updates. Instead, I have consistently had to contact you myself after several days of silence in order to receive any response.

This situation has now continued for nearly three weeks, and my funds still have not been paid out, nor have I received a clear explanation for the repeated delays and new document requests.

I request that you process my withdrawal immediately and release my funds without further delay.

Resolved

€8,000

Verification delay

I've been trying to get verified on betmaster for a month now and they are delaying the process in an unfair manner.

So about 30 days ago I submitted the live selfie, ID, proof of address, bank statement, selfie with the betmaster website open in the back with my ID, multiple months of bank statements, proof of receipt of whatever they asked for in my bank statement. and even after all that im still waiting to get the money I won. I've contacted support everyday and they keep telling me to wait and wait but after 30 days now nothing has happened and no updates whatsoever. I was told it takes 5 business days to confirm the documents they requested but its been way longer than that.

Resolved

$5,000

Intentionally delaying the verification and payment for over two months

Dear AskGamblers Team,

I am writing to file a formal complaint against Betmaster Casino for intentionally delaying the verification and withdrawal process for over two months. It is very clear to me that these delays are not due to genuine verification needs, but are instead a deliberate strategy to avoid processing my legitimate withdrawal request.

Here is a chronological summary of the issue:

• April 23: Betmaster requested a document, which I promptly provided.

• April 30 & May 6: I followed up to ask why my withdrawal was still pending.

• May 8: My withdrawal request was once again cancelled. They asked for a document showing a deposit to the casino, which I provided, but then they unexpectedly demanded an entire monthly bank statement, a fact they only communicated several days later after repeated questioning.

• May 12 & 13: I followed up again, only to receive vague, repetitive, non-answers. Still, they did not clearly inform me that they required a full statement.

• May 21: They decided to request bank statements up to the present day, despite the withdrawal being for a win from over a month earlier. I explained that my bank only provides official statements at the start of the following month, and that May’s statement was not yet available. They didn’t care and said to wait until I got them (this has become a repeated thing they do over and over again).

• June 7: I finally received and submitted the full statement. Unsurprisingly, this was not enough for Betmaster. Instead, they now demanded statements from a other bank accounts used to fund this account which statements I already delivered and the one that I only transfer funds out. There have been no incoming transfers to the “gaming account” from any other source; I have explained this repeatedly and even provided screenshots showing that the balance is from winnings at other casinos.

Despite all this, Betmaster insists on seeing account statements from another bank account that has no connection to the funds deposited or the winnings in question. This is clearly an impossible request designed to stall the process indefinitely. Also, they demand it till the current date which would make me have to wait again till the start of July, and I think it is pretty obvous they will just continue to demand documentation up to the current date, even though the win they are "verifying" happened more than two months ago. And as before, I cannot obtain those statements from the bank until the start of July.

This behavior from Betmaster is not only unreasonable, but I believe it is a clear violation of fair play and responsible gambling practices. Their verification process is non-transparent, constantly shifting, and designed to wear down the player into giving up on their winnings.

I kindly ask AskGamblers to step in and mediate this dispute, as I am being denied access to my rightful winnings without any legitimate justification.

Thank you for your assistance.

Sincerely,

Resolved

€978

Payout rejected and got no help from casino

Dear AskGamblers,

I have requested at Betmaster withdrawal of 500 € 6th May and it got rejected. I don't have any other information than they are "checking it" why my withdrawals are rejected. Withdrawal details can be verified from attachments. I have uploaded all requested documents and tried to contact Betmaster via chat but I have no idea when they will allow withdrawals again.

Best regards

Resolved

€500

Betmaster taking over a month to verify my account

Dear AskGamblers,

I have been trying to withdraw money from my Betmaster account for over a month, but every time I request a withdrawal, Betmaster requests another document for verification. I then sent this document instantly, and they took another week to verify it.

But now, after sending every possible document under the sun, Betmaster is taking a ridiculously long time to verify the last document I sent (another bank statement showing my deposits).

It is obvious they are trying to stall paying me out for as long as they can possibly do, and I feel taking more than a month to verify my account is absolutely unreasonable.

When I ask them how long it will take or where I can file an official complaint, I receive the same standard reply, so I don't feel like they are doing anything to help the verification process along.

I would ask Betmaster to stop stalling and verify my account.

Resolved

€20,618

Withdrawals return

BETMASTER are trying to scam me and leave me with a sad experience.

The issue started over 12 days ago when I submitted a successful withdrawal request of 22 USD worth of Bitcoin cash (BCH), after waiting endlessly for payout that never came, I decided to login my gaming account to find out what the problem is and the course for the delays, there i find out that my withdrawal amount was return back to my gaming account without no reasons, thinking it was technical error I decided to placed another withdrawal requests severally but they're all rejected

Without waiting more time I reached out for their support via email where I was told that the payment method I used (Bitcoin cash) is having problems.

It is over 12 days of trials and endless waiting for resolution yet no updates regarding the issue coming. Each time I chat them up I keep getting same messages repeatedly and that made the whole issue frustrating even more, that for over 12 days nothing had been done.

Below are my observations with the support team backing my case.

Thanks for your help on my issue.

Resolved

$22