Betstro Casino - Player believes that their withdrawal has been delayed.

Hello,

Last saturday I deposited 50 EUR and I won some money. I withdrawal 1000 EUR (since thats the maximum amount per withdrawal) on Saturday 0800 AM.

Untill today, they did not confirm my withdrawal and still have 2000 EUR on my account.

I've read multiple situations on this forum that have the same problem, but solved after they contacted you.

My KYC has been fully verified and every time I contact customer support they say their financial department is busy.

What can I do now?

Dear S351633,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They paid out! Became worried because of the other reviews. All good.

Dear S351633,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru