The player from Brazil experiences difficulties while trying to withdraw his balance from the site. Despite successful verification, withdrawal attempts get cancelled due to alleged technical problems with the billing wallet. Player’s complaint has been resolved successfully.
Betstro Casino - Player faces persistent withdrawal cancellation.
Amount: 1,100 R$
Betstro Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.4
Betstro Casino has a Safety Index of 3.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I am having issues withdrawing my balance from the site. Despite receiving an email stating my verification was complete, all withdrawal attempts are cancelled. When I get in touch via email, I always receive a message about technical problems with the billing wallet and it states the issue will be resolved within 24 hours.
Automatic translation:
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1 year ago
Dear soarezgustavo,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Hello
I managed to complete the withdrawal.
Thank you very much.
Automatic translation:
Public
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, soarezgustavo, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
