Betstro Casino - Player's winnings have been confiscated.

Buongiorno,

Mi sono state annullate le vincite delle scomesse sportive ho allegato l email con la decisione del sito, si ho usato la vpn, ma non ho fornito documenti falsi e non ho utilizzato bonus sul sito.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Wolf13, thank you very much for submitting your complaint. I am sorry to hear about your negative experience.

Could you please confirm your country of residence? Does Bestro Casino accept players from your country of residence?

Additionally, could you please advise on the reason of your VPN usage?

Thank you in advance for your reply.

Best regards,

Attila G.

Sono residente in Svizzera. Sì il Bestro Casinò accetta giocatori con residenza in Svizzera. Ho usato la VPN perché a volte non riuscivo ad accedere al sito ed non ho mai capito il perché, può darsi perché abito al confine con la Francia. Ho utilizzato solo vpn con posizione in Svizzera

Thank you for your response. Do you currently have access to your account? If so, could you please send me a screenshot showing the information you have submitted during the registration process? You can reach me via email at attila.g@casino.guru.

Thank you for your cooperation.

I sent her the screenshot by email

Dear Wolf13,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear player,

My name is Barbora, 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 clarification regarding this case?

Thank you in advance.

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.

Dear Wolf13, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players.

You can find more information on how to correctly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at barbora.p@casino.guru

I am sorry I could not be of more help on this occasion.

Best Regards,