Betstro Casino - Player’s winnings haven’t been received yet.

Hey! I played at betstro Casino and I happened to win 2k. I have been trying to confirm my account since 31.05 so that I could claim the winnings. I have sent all the requested documents (12 pieces so far). They ask for documents every day, and nowhere does it say which documents have been accepted. At the moment, they are missing from the neteller wallet screenshots of the payment to them and how I have deposited money to neteller. I put the screenshots of them and a receipt from my bank account, which shows the deposit to neteller. So this was yesterday 7.6. Today 8.6 I received the same request, worded a little differently and a request to receive the documents in pdf format. The ones sent on 7.6 are in pdf format. I asked the agent in the chat a couple of days ago what the confirmation status of my account is. According to the agent, the account is confirmed. When I try to withdraw money, it returns to the balance the next day and there is a new request for documents in the email. Do you have any suggestions on how to proceed with this?

Dear retzki74,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear retzki74,

Have you received your withdrawal from the casino yet?

I haven't received it. They don't accept any neteller documents that I have sent at the request. I have submitted all available variations of payments to the casino and proof of how I have transferred money to neteller. I have also been in contact with neteller customer service and sent them screenshots of the documents delivered to the casino. I am waiting for an answer from there if they can help. Betstro does not accept any document, not even the official Event History that can be downloaded from neteller.

So I can't get my account confirmed, and I don't even know which other documents have been approved, since it doesn't show up anywhere. According to Chat, the account was confirmed some time ago, but that wasn't true.

Thank you very much for your reply, retzki74. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear retzki74,

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.

Hey! I have sent the messages between Betstro and me to your e-mail address. Nothing has been heard from Betstro. I made a withdrawal request on 20.6 and the withdrawal is still pending. Naturally, Chatti can't say anything about it.

Hei! Nostopyyntö Betstrolla edelleen odotustilassa ja asiakaspalvelusta kysyttäessä tilannetta tulee vaan automaattivastaus:

Dear Reijo

We understand that waiting for the review of your withdrawal can be frustrating, and we apologize for any inconvenience caused. As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion.

We kindly request your patience during this time, and we assure you that as soon as there is an update, you will be promptly notified via email.

Do not hesitate to contact us in case you need any further help. Have a good day.

Kind regards,Betstro.

Tämä on casinolta todella ala-arvoista toimintaa ja mga lisenssin alla vielä toimivat.

Thank you very much, retzki74, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi retzki74,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Betstro Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what exactly was the reason to reject the documents provided by the player?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hey! I finally got my money from Betstro. It took a total of 35 days to verify the documents and pay the money. This casino cannot be recommended to anyone.

Perseverance and waiting were rewarded.

Dear retzki74,

I'm glad to hear that your issue has been finally resolved successfully by itself though it took quite much time. 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,

Natalia