The player from Malta had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. He claimed that the casino had cancelled his pending withdrawal and confiscated another 2,100 Eur from his account. However, as the player's primary focus was on sports betting, we were unable to assist due to our focus on online casino-related issues. We had advised the player to seek assistance from websites that specialize in sports betting disputes and rejected the complaint due to our limited scope.
Betstro Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Betstro Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.2
Betstro Casino has a Safety Index of 3.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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9 months ago
I am a registered player at Betstro Casino and have recently encountered a significant delay in the processing of my withdrawal.
Details of the Issue:
Amount in Question: €1,000
Date of Withdrawal Request: 23rd February
Current Status: Pending for over 72 hours
After winning at the casino, I requested a withdrawal of €1,000. Prior to this, I ensured that all necessary documentation for verification purposes was submitted and approved by the casino. According to the casino’s terms and conditions, withdrawals are typically processed within a specified timeframe, which in my case has been significantly exceeded.
The delay has caused me considerable inconvenience and anxiety, as I rely on the timely processing of transactions. I have attempted to resolve this issue through the casino's customer support channels but have not received a satisfactory resolution or clear explanation for the delay.
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9 months ago
Dear mc96,
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
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8 months ago
Hey,
No not yet. I have been asking daily for an update and they just refer me to a term and condition stating that the
"56.10 Company reserves the right, at any time, to check player’s identity, without prior notice, and prior to processing payouts;Company also reserves the right to hold withdrawals for the time needed to check the player’s identity" :
of which is invalid as my KYC is verified.
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8 months ago
Dear casino guru ,
Please help me. This casino has now cancelled my pending withdrawal and just confiscated another 2,100 Eur from my account with a term and condition that "43.5 Betstro reserves the right to cancel repeated bets on the same event/market".
This casino is scamming people and is just stealing money from me. Please see screenshots attached. They sent me an email with referencing a term and condition.
They will not let me withdrawal and now just taking money out of my account for no reason.
Please help me , this is causing me loads of stress : I just want out of this casino
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8 months ago
Thank you for your reply, mc96. Could you please clarify which games you focused on while your account was active - slots, live casino, sports betting, etc.?
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8 months ago
I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you only focused on sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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8 months ago
I will get back to you via email.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
