Betstro Casino - Player is struggling to complete account verification.

Hello

Been trying to get my money out for months. I deposited 300 sek at this casino. When I later saw that this casino has terrible references, I did not want to play at this casino. I don't want to end up in the position of winning money that you then don't get out. For this reason, I asked for permanent suspension from my account. I asked for a withdrawal for this SEK 300. I don't know exactly but it's been over 1 month. Probably 2. I have uploaded loads of documents but it says I am not Verified. They don't answer my emails and they don't answer in the chat. Now we are talking about many weeks. How can this casino keep its MGA license? Are they criminals?

Dear Peder,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise if you played any of your deposited funds, or if you requested a refund of your deposit without playing?

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,

Petronela

No I have not. Have uploaded everything possible but they are not responding to email or chat for many weeks now

Thank you very much, Peder, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Peder,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Betstro Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Peder,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Stefan, Casino.Guru