Betstro Casino - Player’s free spins are being denied.

Betstro is trying to scam me out of free spins I earned from one of their promotions. They had a promotion where you had to make a real money bet to be credited with 80x0.2€ free spins within the next 72 hours. I made the qualifying bet, and withdrew my remaining balance of 107.35€. It’s noteworthy here that I wanted to ensure that my balance is 0€ when receiving the spins for reasons discussed below.

Later, I received an email from Betstro saying that my withdrawal has been cancelled due to not fulfilling their wagering requirements for deposits. I told them that the requirements were indeed fulfilled and sent some screenshots as proof. They admitted that I was right and told me to make the withdrawal again. I tried, but was unable to, because the free spins had meanwhile been credited to my account, and the site prevents doing withdrawals when having unused free spins or bonuses.

Now I appeared to have two options: either cancel the spins and then withdraw, which would mean losing the spins, or play the spins and clear the wagering requirement of their winnings before withdrawing. However, that option is also useless. Real money plays first, so I would have to lose 107.35€ of my own money before I could even start progressing the wagering for the spins, which have a max 100€ conversion to real money. This is exactly why I wanted to have no money in my account when receiving the spins.

So, by cancelling my withdrawal without valid basis, Betstro rendered my free spins completely useless. I asked the support to either make the withdrawal for me or re-add the spins to me after I have cancelled them and made a withdrawal. Naturally they are only giving standard responses such as "We can’t make the withdrawal manually for you", "According to our T&C, withdrawal can’t be made while having unused free spins" or "Once a bonus has been cancelled, it cannot be added back", choosing to ignore the fact that they caused the issue with their mistake (or deliberate scam).

Currently the situation is that I have cancelled the spins and made the withdrawal (which is still not processed after two days, by the way), and they are refusing to add the spins back. To make things right, I want at the very least for Betstro to add me the spins back, or their value (16€) as bonus money.

Dear theTJK, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Have you made any successful withdrawals before?
• Could you please forward me the promotional email together with all communication related to the bonus issued? My email address is kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you in advance for your reply.

Best regards, 

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi,

I have sent you the requested information by email. To be clear, this complaint is about the missing free spins, not about my withdrawal (which is still not processed, but I’ll make a new complaint about that after a sufficient time if necessary)

Thank you for your reply, theTJK. I completely understand your frustration and agree that the way bonuses and withdrawals are managed by the casino could be more user-friendly. Unfortunately, in this case, since the bonus was voluntarily canceled by you when you chose to prioritize your withdrawal, we are unable to assist in reinstating it.

I hope you can understand that your decision to prioritize your winnings was ultimately the best choice, as your real winnings hold far greater value than any unused bonus. While I regret that the system limitations contributed to this situation, the bonus cancellation was a manual action, and casinos are typically not obligated to reinstate bonuses once canceled.

Therefore, I would like to keep our focus on your pending withdrawal.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

The withdrawal was already paid out.

Note that as you can see in the email discussions I shared with you, they conveniently didn’t comment on whether they can re-add the spins until I had cancelled them, and only then said it’s not possible (= they don’t want to do it).

It doesn’t make sense to me that you think the casino is not obliged to reinstate the spins. They broke their T&C when cancelling my withdrawal without basis, so selectively following the T&C now can’t take priority over fixing what was caused by breaking it the previous time.

It’s obvious that I cancelled the spins only because the casino illicitly put me into a situation where I didn’t have a choice. Approving of behaviour like that enables the casino to continue doing that and makes this whole situation feel rather kafkaesque.

I am happy to hear that you received your withdrawal. At the same time, I am sorry and I understand your point of view and how unfortunate the situation is. We would try to help you and confront the casino if you didn't cancel the bonus, but at this point, we, unfortunately, cannot request the casino to credit you the bonus. Perhaps you could look for another casino with a higher safety index that would be more user-friendly and offer better support:

https://casinoguru-en.com/top-online-casinos

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.