The player from Finland is facing a problem with document verification for his casino account. Despite submitting multiple documents, he's not receiving any responses and fears he may not be able to access his funds. Even without the casino's participation in the resolution, we ended up closing the complaint as resolved since the player confirmed receipt of the payment.
Betstro Casino - Player's multiple documents aren't accepted.
Amount: €220
Betstro Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Documents aren't being accepted, then I send more documents but don't even get a response. I wonder if I'll ever get my money...
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7 months ago
Dear Yllarinykari,
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 take 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 how many days ago you requested a withdrawal and started the account verification?
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
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7 months ago
Translation
I have sent the bank statement and all possible proof that I live at the address I have given. I live with a private landlord, so I don't get separate electricity or water bills, I pay them directly to him, so I can't send them. In addition to this, they ask me to send the population registration certificate issued by the Swedish Tax Agency, even though I live in FINLAND. This doesn't make any sense...
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7 months ago
Thank you very much, Yllarinykari, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 months ago
Hi Yllarinykari,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Betstro Casino to join this conversation and share more information regarding the case.
Can you please provide us with any reasons for the issues in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?
Thank you.
Best regards,
Tomas
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7 months ago
Translation
After a long struggle, I finally got the money repatriated. However, I cannot recommend this company. Do not put your money in this casino, even if you win, you will have to work hard to get the money.
Edited
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7 months ago
Dear Yllarinykari,
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,
Tomas
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