Betstro Casino - Die Gewinne des Spielers wurden fälschlicherweise ausgezahlt.

So, I played roulette with a multiplier. I deposited €100 and played with it. I won and lost, so it was supposed to be my last game before watching the football. I know for sure that I had €13 left in my balance, which I bet on 13 for €3, then 29 for €5, and 31 for €5. Then the multiplier was set. The multiplier for 29 was supposed to be 300, meaning that if I won, it would be €1500. Now, the number 29 actually comes up, and I'm paid out €145 because the computer had initially used 29. So, I quickly took a screenshot, which confirms my story. You've represented me before, and we won, and we will again because I'm telling the truth.

Also habe Roulette gespielt mit Multiplikator.Hatte 100€ Eingezahlt dann damit gespielt.Gewonnen +verloren so das mein letztes Spiel vor dem Fußballschauen sein sollte.Ich weis genau es waren 13€ Restguthaben,diese habe ich gesetzt auf 13 mit 3€ dann 29 mit 5€ und 31 mit 5€.Dann wurde der Multiplikator eingestellt.Und auf die 29 kamen mal 300,also im Falle des Gewinns wären es 1500€.Nun kommt die 29 tatsächlich und es werden mir 145€ Ausgezahlt,denn der Computer hatte es mal 29 genommen.Habe daher aber Geistesgegenwärtig eien Sreenshot gemacht was meine Story bestätigt.Sie haben mich schon mal vertreten und wir haben gewonnen,und das werden wir nun wieder denn ich sage die Wahrheit.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Do you have any evidence showing that you placed a €5 bet on the number 29? The screenshot you provided shows only the multiplier on number 29, not the amount wagered.
• Is the €5 bet on number 29 recorded anywhere in your gaming or betting history?
• After you noticed that the bet on number 29 was not paid out correctly, did you contact the casino’s customer support? If so, do you have any screenshots, emails, or chat transcripts from that communication? Please forward all the additional evidence to me at [email protected].

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

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Stephanus,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika