Betstro Casino - Hráč se snaží stáhnout svůj zůstatek.

I have tried to make a withdraw since november.

My account where verified but when i tried to take my money out i get asked for bank statement.

i asked my bank to send a pdf to me and they did.

But betstro keep telling me that they cant accept it because its downloaded??

So i asked my bank to send it home to me so i could take a picture of it….still not accepted.

Hello MrSweden,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betstro Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Did they provide any alternate way to verify your account as they did not accept the document?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thanks for quick reply.

After my account was first verified and I wanted to make my withdrawal, we discussed from 9 Dec.

Approved documents are proof of identity, credit/debit card and proof of address.

The only extra thing they ask for now is a bank statement, which I have sent in pdf form and I have also taken a photo of it and sent it in.

I last had contact with them the day before yesterday where they continue to say that they cannot approve my pdf.

I have not been given any other option to verify the account.

They want me to send in a pdf that shows my IBAN. And I have done that without success unfortunately.

Hej Nick,

Tack för snabbt svar.

Efter att mitt konto först blev verifierat och jag ville göra mitt uttag så har vi diskuterat från 9 Dec.

Godkända dokument är proof of identity, credit/debit card and proof of adress.

Det enda extra dom ber om nu är bank statement, vilket Jag har skickat i pdf form och jag har även tagit foto på det och skickat in.

jag hade senast kontakt med dom i förrgår där dom forsätter att säga att dom inte kan godkänna min pdf.

Jag har inte fått något annat alternativ för att verifiera kontot.

Dom vill att jag skickar in är en pdf som visar mitt IBAN. Och det har jag gjort utan framgång tyvärr.

Thank you MrSweden for providing all the information so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi MrSweden,

I've just reviewed your case and fully understand your concerns. I will contact the casino to help you with your complaint.

I'd like to invite a representative from Betstro Casino to join the conversation and participate in the resolution of the complaint. Can you please explain why the player's bank statement cannot be accepted?

Thank you.

 Kind regards,

Tomas

Hi Thomas.

Thank you very much for your help in this matter.

Sincerely, Mattias

Hej Tomas.

Tack så mycket för att du hjälper till i detta ärende.

Med vänlig hälsning, Mattias

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 MrSweden,

I have tried to contact the casino repeatedly but had no success. 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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) 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 (https://www.mga.org.mt/support/online-gaming-support/).

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Tomas