Betstro Casino - Player’s withdrawal is delayed due to documentation issues.

Hello

I tried to withdraw money from my account. I received a message saying that the certificates I've sent are not acceptable. I sent in more certificates. One of the certificates I submitted is from the Swedish Tax Agency so that they can verify my address. I will wait to see what they respond.

However, I am starting to feel uneasy now. I read reviews about this company and quickly realized that many other players have encountered the same problem and have been unable to withdraw their money. These are rightfully my funds. I hope you can assist me. I would happily compensate you for your assistance.

Thank you, Peter

Dear Peteraxu, 

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 ensures 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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Hello

I have submitted all the documents they require. Now they want a pdf file on iban and swift and account number.

I sent a picture. Hope it gets approved.

How else can you help me?

Thanks

Peter

Dear Peteraxu,

have your additional documents been approved? Please keep us updated if your verification is complete or if the casino requested something else.

Hello!

Now I have finally received my money. It took time, but when I sent in all the certificates they asked for, I got the money.

Thank you for being there!

Peter

Dear Peteraxu,

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,

Veronika

Casino.Guru