Betstro Casino - Hráč se snaží dokončit ověření účtu.

Hello,

I had a pending €1000 withdrawal at Betstro. And another €1900 to be withdrawn as they have a daily limit of €1000. My withdrawals keep getting rejected while my entire account is fully verified. I uploaded a selfie with my ID next to my face as they requested. After I uploaded it in my account I received an email that it was approved. After that I requested a new withdrawal, it was rejected again. They keep asking for a selfie with ID, while it’s already been uploaded and approved. There is now a total of € 2900 in my account to be withdrawn, which they keep rejecting. 

Dear Esmeradil2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the lincesed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

Best regards,

Petronela

Account verification is done, they emailed me about it. Last Friday I again requested a withdrawal, the previous ones were always rejected. Normally I immediately receive an email with the reason why the withdrawal was rejected. This morning my withdrawal was rejected again, but now I have not received an email with a reason. I have now also requested a withdrawal. I also emailed them asking why the previous one was rejected again. I still have not received a reply.

Well i got the same response for the 4th time.

I’ve uploaded the selfie with id again. This is crazy. Oh and i’m sorry the disputed amount must be €2500 not €2900.

My withdrawal is rejected again. But they have send me a new email that my selfie with id has been reviewed. I really don’t understand this.

Thank you for providing us with your documents.

We would like to inform you that your documents have been reviewed.

In case further documentation is needed, you will be informed from the relevant department via e-mail.

I just received my €1000,- withdrawal. I’m very happy!!!!

Thank you, Esmeradil2, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Yes you can close it. Thank you 😀

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Esmeradil2, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru