Betstro Casino - Der Spieler hat Mühe, die Kontobestätigung abzuschließen.

I won 400 euros at the casino.

Now I've read through the complaints that the casino never withdraws winnings.

I sent all the documents.

It is not edited.

Can you please ask about that

Ich habe im Casino 400 Euro gewonnen.

Jetzt habe ich mir die Beschwerden durchgelesen, dass das Casino nie die Gewinne auszahlen lässt.

Habe alle Dokumente hingeschickt.

Es wird nicht bearbeitet.

Können Sie bitte da nachfragen

Dear Alineb1991,

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Good day.

I have sent all the documents as requested. No emails are responded to.

The live chat is also not available.

Guten Tag.

Alle Unterlagen habe ich wie angefordert geschickt. Es wird auf keine e Mails reagiert.

Auch ist der Livechat nicht erreichbar.

Hello, I'm verified but I don't have the money yet

Guten Tag ich bin vertifiziert aber das geld habe ich noch nicht

Now you can't go to the side

Jetzt kann man nicht mehr auf die Seite gehen

The money has just been transferred to me.

Das Geld wurde mir soeben überwiesen.

Dear Alineb1991,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru