The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. We explained that withdrawal processing could take up to 14 days due to KYC checks or high volume, and asked him to wait and cooperate with the casino. The casino later processed the pending payouts in stages, and the complaint was finally marked as resolved after he confirmed receipt of the remaining winnings.
Betstro Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,330
Betstro Casino
Safety Index 5.4 Below averageCase summary
Discussion
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2 months ago
Translation
Simply put, I played and got lucky at Lightning Roulette, where the odds factor actually plays a role. I've had really good luck there the last few weeks, and the casino has always paid out after 5-6 days, but now it's supposedly stalled due to a review. I've already tried everything via email and chat, and I've even explained that I've had success with them before, but I'm supposed to wait. I urge you to contact the casino and get things moving because it's a lot of money that I've won honestly and legally.
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2 months ago
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.
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2 months ago
Dear Stephanus,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
TranslationThank you for the information; I will follow your advice, as you have already represented me superbly. Many thanks and I look forward to continued cooperation. Stephanus
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2 months ago
TranslationHello, good morning! I have some good news. Yesterday afternoon, my €1000 deposit, which had been due since August 15th, 2026, was credited to my account. I hope Betstro continues to process my withdrawal requests. I'll keep you updated. Best regards, Stephanus
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2 months ago
TranslationHello everyone, I don't like the casino's behavior. I won a total of €3330 on August 12th and 13th, 2026. Today is August 24th, 2026, and I received a whopping €1000 on Friday. Apparently, it's being investigated. I can only say that this whole thing is bothering me so much that I've decided to go to a real casino, because there you get your winnings immediately and the dealer always emphasizes that everything is paid out. I don't like gambling and I'll draw my own conclusions from this. Thanks, Stephanus
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2 months ago
TranslationThe casino's response fully understands that waiting for your payout can be frustrating, and it is perfectly understandable that you are annoyed by a delay.
We want to assure you that your money is safe. Our goal is to process withdrawals as quickly as possible; however, due to high volume, delays may occasionally occur.
We will process your payout within two days, provided no additional verification is required.
Once your withdrawal has been approved, the amount will be credited to your chosen payment method. E-wallets are usually credited instantly, while bank transfers can take up to three business days.
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2 months ago
TranslationHello, I wanted to inform you that my deadline has expired today, and you only have yourselves to blame for losing a player. You've surely noticed that I haven't played since winning €3330, because it's pointless; you either get your money after weeks or maybe not at all. That's the death knell for every player. But if that's your business model, it won't work. I can't describe how disappointed I am. That's it for me. I wish you all the best, Stephanus. Oh, and if Guru is involved, we'll surely settle the accounts, because you still owe me exactly €2330. My email to the casino. Best regards, Stephanus
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2 months ago
TranslationReceived €1000 yesterday at 4 PM, now €1330 remains. Let's see how long it takes. - Stephanus
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2 months ago
TranslationI think this is outrageous, because I just received an email saying I have €330 left in my account to play with, and that I should log in and start playing. This just goes to show all the talk about lots of withdrawals, checks, and other excuses. I have €1000 available for withdrawal, but I can't request the €330 because I've exceeded the limit. But the deadline is tomorrow, and they'll get involved then, and I just hope I finally get my money after almost three weeks. This has taught me a lesson about online casinos; from now on, I'll only play in a real casino, because there you win or lose, but the decisions are instantaneous and can be viewed positively or negatively depending on your perspective. Thanks, Stephanus
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2 months ago
Dear Stephanus,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 months ago
TranslationGood morning, thank you for finally getting things started. Here's the thing: I'm still waiting for €1330, of which €1000 is due for withdrawal, but the casino hasn't released it for whatever reason. I'm getting tired of this; it's too much of a hassle. Why do I have to chase after my money when, according to the casino, everything should be fine? Otherwise, they wouldn't have paid out the two €1000 amounts. I just want to receive the remaining €1330 as soon as possible so I can finally put this to rest. Thank you, Stephanus.
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2 months ago
TranslationHello, I just received €1000 in my account, now I'm waiting for €330, then the case will be through Stephanus.
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2 months ago
I'm happy to hear that three of your pending withdrawals, totaling €3,000, have already been processed.
Could you please update us on the current status of your remaining withdrawal request?
To get a clear idea of the casino's processing times, could you please share a screenshot of your withdrawal history directly in this thread?
Thank you very much in advance for your reply.
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2 months ago
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Hello, it's nice that you got in touch. Since I'm familiar with the casino's system, I now know that the last €330 must be on their way, as they've been debited from my account. However, they're holding onto the instant transfer for now out of vanity. Normally, the money is debited shortly after 1 p.m. and appears in my account between 4 and 5 p.m. It was debited at 1 p.m. today, but I expect it will be credited tonight. They're offended because we won again. Best regards, Stephanus. And thank you, I'll write immediately upon receipt of the funds.
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2 months ago
TranslationIt's now Saturday, September 5th, 2026, and Betstro is still holding onto the €330; they're getting a kick out of it. This leaves me speechless, utterly stunned, and totally furious. I won on August 13th, 2026, and now it's September 5th, 2026, and I still haven't received my entire winnings. It's ridiculous. Online casinos are finished for me; I'd rather go to a live casino. If I win there, the dealer asks after each round, everything's paid up, and then it continues. Like I said, I'm fed up. I long for peace and quiet and to finally hold the money I rightfully won in my hands. Have a good one, Stephanus.
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2 months ago
TranslationSo I'll wait until tomorrow, then I'll say goodbye. I'm fed up, and it's too much of a hassle. Thankfully, I don't need to stress myself out over €330, so as I said, tomorrow I'll close the case as problem resolved. I'm also disappointed in you as a casino guru; I expected more, more effort, and a faster response. But as I said, tomorrow I'm done. Stephanus
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1 month 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,
Jean
