The player from Germany recounted a dispute regarding a roulette game where he believed he should have been paid €1500 due to a winning bet on number 29 with a 300x multiplier. Instead, he only received €145, which he claimed was incorrect, and he had a screenshot to support his case. The Complaints Team requested additional evidence to verify the bet amount and communication with the casino. The issue was marked as resolved after the player confirmed satisfaction with the outcome. The resolution details were not disclosed, but the case was closed with the player's cooperation.
Betstro Casino - Player's winnings were incorrectly paid out.
Resolved
Our verdict
Case closed
Amount: ??
Betstro Casino
Safety Index:LowCase summary
Discussion
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4 days ago
Translation
So, I played roulette with a multiplier. I deposited €100 and played with it. I won and lost, so it was supposed to be my last game before watching the football. I know for sure that I had €13 left in my balance, which I bet on 13 for €3, then 29 for €5, and 31 for €5. Then the multiplier was set. The multiplier for 29 was supposed to be 300, meaning that if I won, it would be €1500. Now, the number 29 actually comes up, and I'm paid out €145 because the computer had initially used 29. So, I quickly took a screenshot, which confirms my story. You've represented me before, and we won, and we will again because I'm telling the truth.
Automatic translation:
Public
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2 days ago
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2 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Do you have any evidence showing that you placed a €5 bet on the number 29? The screenshot you provided shows only the multiplier on number 29, not the amount wagered.
- Is the €5 bet on number 29 recorded anywhere in your gaming or betting history?
- After you noticed that the bet on number 29 was not paid out correctly, did you contact the casino’s customer support? If so, do you have any screenshots, emails, or chat transcripts from that communication? Please forward all the additional evidence to me at [email protected].
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Stephanus,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
