Betstro Casino - A player is struggling to complete account verification.

I got an email from betstro that my account is verified and when I requested withdrawal my withdrawal got rejected and funds returned to gaming account then they asked to verify by sending identity documents with selfie I uploaded that too now they aren’t verifying my account and not responding to live chat please reply earliest

Dear sachin2002,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? Did you receive any feedback about your account verification from the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I have verified proof of identity and bank statements and proof of deposit and i have sent my selfie with id but u aren’t processing my withdrawal

sachin2002,

Could you please forward the communication between you and the casino regarding your verification to tomas@casino.guru?

Dear sachin2002,

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.