BetStorm Casino - Pelaajan kotiuttaminen viivästyy.

I made a withdraw request at 31st of March this year. The amount still stands at pending. The casino has not contacted me in any way. When I ask them about that in the live chat they tell me there is nothing they can do with the issue and all I have to do is wait for them to reach me.

Dear Sarkit,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetStorm Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Sarkit,

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.

I have not made a successful withdraw.

I have don't know if I have passed the KYC. I don't have any reson to believe I have not.

I have not used any bonus at the site.

Thank you very much, Sarkit, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Sarkit,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact BetStorm Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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 Sarkit, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

I have tried to contact the casino repeatedly, they started to respond but did not basically give me any info, then they stopped. So I am I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCogra – an alternative dispute resolution service (https://ecogra.org/productsservices/alternative-dispute-resolution) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (martina.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett