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I made a deposit of 25 Euro. Won extremely much it felt like When I decided to make the first withdrawal I had 2000 EUR. When I requested the withdrawal the problems started. I was already verified. But they were supposed to have documents and after their 72 hour verification code, the documents were rejected. New ones were sent in. Approved, and I made another attempt to withdraw money. New documents were then required. Again 72 hour handling. After quite intensive emailing and chatting, the handling time was shortened by one. In the meantime, I continued to play, but stopped when I had 1000Eur in my gaming account. In the end, after pure lies on the chat, and a clear anger from me, I got an email where they denied my withdrawal and referred to lots of paragraphs about money laundering and everything. They took everything back except my 25 Euro, which is still there. But I can't take them out. Tried for fun to start a game. But even though my account is active, they have blocked me from the games.

The money was never really mine, but I don't understand that they can keep their license. This must be a real scam.

Jag gjorde en insättning på 25 Euro. Vann extremt mycket kändes det som När jag bestämde mig för att göra första uttaget hade jag 2000 EUR. När jag begärde uttaget började problemen. Jag var redan verifierad. Men de skulle ha dokument och efter deras 72 timmars verifieringskod rejektades dokumenten. Nya skickades in. Godkändes, och jag gjorde ett nytt försök att ta ut pengar. Då krävdes nya dokument. Igen 72 timmars hantering . Efter ganska intensivt mailande och chattande så kortades hanteringstid en ner. Under tiden fortsatte jag spela, men slutade när jag hade 1000Eur på mitt spelkonto. Till slut, efter rena lögner på chatten, och en tydlig ilska från mig, fick jag ett mail där de nekade mitt uttag och hänvisade till massor av paragrafer om pengatvätt och allt möjlig. De tog tillbaka allt utom mina 25 Euro, som ligger kvar. Men de kan jag inte ta ut. Testade för skojs skull att starta ett spel. Men fast mitt konto är aktivt har de blockerat mig från spelen.

Pengarna var ju egentligen aldrig mina, men jag förstår inte att de får ha kvar sin licens. Det här måste vara en riktig bluff.

Dear Nobetstro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Thank you very much, Nobetstro, for your email and forwarded screenshots. Could you please advise which games you were playing and if your winnings were accumulated with or without an active bonus?

Player's additional comments:

"Hello Petronella

I played what I remember, toki time and Mayan magic Wildfire. Possibly also Fire Joker. It might have been something more, but I don't know for sure. I did not accept a bonus offer, so my winnings were made without an active bonus.

Thanks for watching this for me"

Player's additional comments:

"Hej Petronella 

Jag spelade vad jag kommer ihåg, toki time och Mayan magic Wildfire. Eventuellt också Fire Joker. Det kan ha varit något mer, men jag vet inte säkert. Jag accepterade inget bonus erbjudande, så mina vinster gjordes utan aktiv bonus.

Tack för att du tittar på det här åt mig"

Thank you very much, Nobetstro, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Nobetstro,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Betstro Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Betstro Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any problem with the verification of the player?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

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 (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Malta 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Kind regards,

Stefan & Casino.Guru