Betstro Casino - The player struggles to withdraw his money.

I opened an account on January 2, 2023. I sent a photo of the bank statement certificate from the address 3 weeks ago. My account has been confirmed. They say that withdrawals are constantly blocked. There is no reason why I have not taken the bonuses.

Hello essu64,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betstro Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello. Today I received an email that the confirmation will take 72 hours after the documents are uploaded. I have uploaded the first documents on January 3, 2023. The front and back of the ID card. About the confirmation of the address of the bank statement and the electricity bill. These have been valid for other gambling casinos. I have to wait for about a day. After that it will be returned to the game account. No reason is given. Documents cannot be sent by email, which I have also sent by email and uploaded with the game account. It seems that they are waiting for me to play that €1000.

Now it has been more than 2 weeks since the documents were uploaded. It seems that this company is still a smoke signal in time.

TODAY 28.1.2023 I RECEIVED AN EMAIL THAT THE ACCOUNT AND ADDRESS CONFIRMATION HAS BEEN APPROVED. I NEED TO SEND THE CONFIRMATION OF THE PHONE NUMBER AND THE PHOTO OF THE IDENTITY CARD AGAIN. I POSTED THE TELEPHONE BILL pdf OF THE PICTURE THAT SHOWS THE ADDRESS, THE OPERATOR AND THE PHONE NUMBER. AND THE PICTURE OF THE IDENTITY CARD FROM THE FRONT AND BACK.

It's strange that the identity card is not valid for them. I don't have a passport and I can't do the job because of this. Now the photo of the driver's license has been sent.

Now all the documents should finally be acceptable. Bank statement. electric bill. identity card. driver's license. telephone bill. 29.1.2023. We are waiting to be able to withdraw the money.

Hello essu64 and thank you for the update. Be sure to give it a few days before the money would arrive on your account as it might take up to 14 days to process such payment.

Please let us know if something would occur.

Dear essu64,

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.

The account was never confirmed. Mention it in the e-mail message, we ask for new documents if necessary. Money withdrawal attempts were constantly returned to the game account without any reason being given. Because the money was NOT ALLOWED TO BE WITHDRAWED WITHOUT ANY REASON BEING GIVEN. The money has been played out. No Bonuses were taken. I've played on n30 game sites. It's unfortunate that such a game company can indulge in such activities. There is nothing an individual player can do for such activities. Other players also have a lot of bad things to say about this. It's a shame if you ever win, you won't be allowed to go home. I hope that this kind of trouble will stop soon. This is finished .

Dear essu64,

As your account is not verified, all of your withdrawal attempts will be canceled. Be sure to forward all the documents to them in order to verify your identity as soon as possible.

Dear essu64,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.