Betstro Casino - Player's account is closed after a withdrawal attempt.

Betstro Casino does not pay out winnings and will close your account if you happen to win. I converted €60 to €280 and tried to withdraw the funds after submitting all the necessary documents, only to receive a message that my account had been closed. The reasons given were violations of sections 11.1, 11.2, 11.3, 11.4, 12.10, and 12.12, which basically accuse you of forgery or cheating—things I wouldn't even know how to do. TERRIBLE CASINO. They don't respond to messages, or if they do, they claim their decision is final.

Dear Iinakivi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betstro Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

Best regards,

Tomas

Hi, I made my first deposit of €60 to the casino on 21.12.2024. I only played slot games that I wagered more than 3 times (approx. €360), which I knew I had to do at most casinos. In the end, I ended up with €280.

After this, I verified my account, which went through, after many attachments.

I did not take any bonus for my user from that casino.

The payment was already checked but was canceled twice, requiring additional proof, which I sent.

Then the account got locked and I got this message that I was blocked for reasons 11.1, 11.2, 11.3, 11.4, 12.10, 12.12.

I sent a message to the casino and received a response saying the decision is final.

I asked to check my account again, but the decision is final.

I asked to return even my deposit because this is a scam casino as they don't pay out winnings. They couldn't do this either.

They sent me a message saying I can reopen my account but why would I if they don't pay out winnings.

Dear Iinakivi,

Could you please share with me your communication with the casino related to the issue and the accusations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Okay! I'll send it!

Thanks for your patience.

• Could you please advise whether you registered more than one account in the casino to your knowledge?
• Could you please list which documents you submitted for verification?

Dear Iinakivi,

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.

I made one account, first deposit.

I sent documents:

A photo of my driver's license.

Photo of electricity bill (address)

Check your phone bill to make sure the phone number is correct.

A picture from the bank showing that the deposit was made in my own account.

Me holding the driver's license to show that it's really mine.

Thank you very much, Iinakivi, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Iinakivi,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betstro Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. The next step would be contacting the Malta Gaming Authority and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players. You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators. Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at michal.v@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal V