Betstro Casino

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.

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 I don’t think it's fair for me to wait half a year to get my money withdrawn.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.

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.

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 >