Complaint #11 Betstro Casino

Delayed payment from Betstro Casino

By emilinvenius

3 years ago

I found this new casino for me.

I just played normally and got a big win. First, I had a balance of 12k but now got 17k. The win happened soon 7 weeks ago.

The casino has a policy that you only can withdraw 1k/day which is fine but the delay between the accepting of withdraws is crazy. It's literally taking weeks between my withdraws. I don’t think it's fair for me to wait half a year to get my money withdrawn. I tried to reach out to them but always get the same copy&paste answer. I also suggested a deal with them to pay me faster if my balance would be reduced.

I’m not sure what to do, it feels very frustrating waiting on that kind of money for weeks or months.

Disputed Casino Betstro Casino

Reason Delayed payment

Amount €17000

Discussion

AskGamblers

• Support Team

3 years ago

Dear Betstro Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Betstro Casino Complaint Stats

Resolved 2 / 5

Avg. Amount $4,780

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Betstro Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 2 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Betstro Casino Complaints

See all complaints for this casino

Pending withdrawal of 1000 EUR since February 23rd

I am a registered player at Betstro Casino and have recently encountered a significant delay in the processing of my withdrawal.

Details of the Issue:

Amount in Question: €1,000

Date of Withdrawal Request: 23rd February

Current Status: Pending for over 72 hours

After winning at the casino, I requested a withdrawal of €1,000. Prior to this, I ensured that all necessary documentation for verification purposes was submitted and approved by the casino. According to the casino’s terms and conditions, withdrawals are typically processed within a specified timeframe, which in my case has been significantly exceeded.

The delay has caused me considerable inconvenience and anxiety, as I rely on the timely processing of transactions. I have attempted to resolve this issue through the casino's customer support channels but have not received a satisfactory resolution or clear explanation for the delay.

Unresolved

€1,000

Delaying 1000 euros withdrawal

My 1000€ maximum withdrawal has just been hanging in pending status for 75 hours now even though Betstro promises 48 hours withdrawal processing. I have provided all the requested documents and my account is verified. Also this verification process was really slow and complicated and their customer service only replies to have more patience regarding the delay in withdrawal.

Resolved

€2,000

Delaying €1,000 withdrawal

I have tried to cash out 1000 euros (max amount btw) since 9.6. Many rejections, more documents, excuses etc. Finally, my account was verified THIRD time within a week and now my latest withdrawal attempt has been pending since 15.6. The thing is that they do not pay. What happened to 48 hours timeframe? I have asked the reason for the delay from a casino countless of times now, but they do not tell me anything really, only saying that they are busy and I need to wait for a period of time they can not estimate. How long for laughable 1000 euro cash out? weeks, months or maybe years? I want my money now Betstro, stop stalling.

Unresolved

€1,000

Bestro Casino - Verification abuse

Hi. I have been using a ton of bettingsites/casinos in my days. This is the first time I really feel worrited about getting a withdrawal.
Since I started to try and get a withdrawal. They have asked me for more documents than any other site. They have asked me for bank statements, picture of my id, picture of my id with my face next to it holding it up, proof of address etc etc. Now they are down to a verification of my phone number. My phone number is corporate. And when it is corporate it states on their site that they want a signed and sealed document from my employer, proving that my name and phone number is registered to my phone number that i used to register with on betstro.
I have asked my employer which first signed a paper stating this. And then they said they needed to document to be "sealed" and it wasnt sealed. So My employer was kind enough to help me with that and put a seal on the document on the lower right corner.
And they now wrote the same thing. that it wasnt "sealed".
It's very obvious to me that this was their plan all along. to neglect my document, so that I either give up and play away my account balance, or that I get stuck, and they eventually confiscate it from me. I have my employer on my side, so I can ask for anything when it comes to verifying a document showing my name and phone number for me. Can you help me with this? I have the document I sent to the site, if you want to look at it, if it should be acceptable or not. Since the site has MGA license I am a bit more suprised, But I do understand how casinos and bettingsites operate, and what tactics they use to try and take money from you. This is the only time where they don't accept documents however. Thank you

Resolved

€838

Betstro Stuck in Verification Process

I'm writing here now and coming to AskGamblers for help. I never thought I would have to actually file a complaint because I truly liked this Casino but I'm doing this out of fear and because I'm scared and getting slightly paranoid.

So I found this new casino and thought id give it a true. They were licensed by MGA so I thought it was very safe to play here.

I made a lot of deposits, I think almost or over 2500 in deposits. And for once, I was lucky enough to win in my games. Over the course of a few days I won 13000 euro. But when I went to the withdrawal page to enter my details, I got an error message that said my account needs to be verified before I can make a withdrawal.

So, being an experienced gambler I know full well of the upcoming KYC process. Which I believe to be essential to use for operators, but under an honest and justified process. So I start collecting all my documents as I have in the past. My proof of address, bank statements, take a photo of my id etc I send these all in on the 23rd of November. I'll share how it looks, because I've documented everything and I'm still documenting because they keep asking me to redo and send in more documents which in my years of playing at online casinos never once have I really been told to redo and send more documents when the first documents are proof enough.

So I sent in my documents and they asked me to redo them ill attach the email replies.

Also they kept denying my Proof of address stating that they only accept bank statements and Utility bills.

But what they forgot to realize was that here in Sweden, the gas bill electric bill etc goes to the owner of the house,

not to everyone who lives there. I still live at home so obviously it doesn't come in my name.

So the proof of address I sent them ill attach here too.

This is the only casino I've seen reject my clearly proven proof of my address and name.

So currently I'm talking to their support who gives me updates every 72 hours.

What I fear more than anything is my account just vanishing one day with my money gone and then I'll really be in problem. So I've documented everything and taken a video of my face, my account, and my details at betstro with my balance together with filming my passport. Just in case something that disgusting would happen.

That's why I'm coming here for help, because I'm honestly worried and I truly hope that in the next day or two they verify me and this anxiety in my body can leave me.

I would like to end this by saying that I could just be paranoid and that they'll help me but from what I've read online that they'll hold my money for as long as they can and the worst would be if they would just never verify me and I lose all my money.

In need of anyone's assistance here really.

Kind regards,

< full name removed >

Rejected

€13,000