Betstro Casino - Player's withdrawal is delayed and limit reached.

I made a withdrawal request a month ago, and I still haven't received my money. I'm also unable to make new withdrawal requests. The website says that the limit has been breached. In live chat, they only say that the matter is not 'their' responsibility and tell me that I will be contacted by email.

Dear arminmatchbetting,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of bonuses?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

• Yes I've had many successful withdrawals so that makes this even weirder
• I've had some luck with free bets but my current winnings all are without any kind of bonus
• I didn't save any of the transcripts since I didn't they would help because they virtually say nothing

Regards, Armin

Thank you very much, arminmatchbetting, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear arminmatchbetting,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betstro Casino representative to join this conversation.

Dear Betstro Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

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.

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. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka