I have tried to withdraw my winnings without success. i have uploaded all documents and betstro says everything is ok i am verified . then when I go to make a withdrawal it is denied and they want a selfie with my ID even though I already uploaded the ID. I have since uploaded the selfie and tried to withdraw but was refused. all this has taken at least 3 days. they do not answer immediately but are quick to deny withdrawals. I am still waiting for a reply and for my withdrawal to be approved.

Dear Sokosoko123,

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

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.

According to the terms and conditions of the casino https://betstro.com/templates/terms_and_conditions

"56.10 (...)In some cases the Company can request Selfie with ID, Selfie with ID and special sign, or even call or video call. When any documents are requested, the Account Holder must upload such documentation on their Betstro Account (My Profile > Documents). When requesting documents for an account verification, any pending withdrawals will be cancelled."

Could you please advise if there were any additional requirements from the casino when they requested a selfie with your ID? Did you accumulate your win using bonus money?

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,

Tomas

Hi Thomas. Thanks for the feedback.

I have already sent various documents before and they said that everything was approved then when I requested a withdrawal they wanted a selfie with ID. I have sent selfie with ID and today 1/1-2023

I received confirmation

(( Dear Customer,

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.

Do not hesitate to contact us in case you need any further help.

 Kind Regards,)))

 I requested a withdrawal of 1000eur three days ago and I have no idea where the money has gone, I don't know if the withdrawal was approved.

And have not played for bonus money.

best regatta viktoria

Thanks for the update, Sokosoko123.

Please note that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

Now that you received confirmation your selfie with the ID was accepted, I believe it's only a matter of time before your withdrawal will be received. If it's not the case even after 14 days after your most recent withdrawal request we'll intervene. Keep us informed about any news about your withdrawal. Much appreciated!

Hi Thomas, okay, I'll wait and see, it said on the website that the money should arrive in the account after 5-7 days. There is also a limit of 1000eur a week, but it feels as if it is impossible to withdraw 1000 a week as they handle it for a very long time.

I will wait and get back to you if I get paid.

thanks for your help with kind regards

Hej Thomas , okej jag ska v?nta och se det stod p? hemsidan att pengarna b?r komma p? kontot efter 5-7 dagar . Det ?r ocks? gr?ns p? 1000eur i veckan, men det k?nns som om det ?r om?jligt att ta ut 1000 i veckan d? dem hanterar det v?ldigt l?nge .

Jag ska v?nta och ?terkommer om jag f?r utbetalning.

tack f?r eran hj?lp med v?nliga h?lsningar

Dear Sokosoko123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Thomas .

I have been paid a small part of the sum, i.e. 4 payments out of 18.

now they have started to deny payment again.

they again request documents from me. This time they wrote that they want them.

""You are kindly requested to provide us with the following documents:

-Additional types of ID such as passports or driving licenses.

-An official document issued by your mobile provider, stating your full name and mobile number used upon registration.""

I have previously attached a weekend document but now they find more to request.

Everything is not resolved yet. I will keep in touch with you on an ongoing basis. I thank you for your support and if you stay.

Sincerely

Hej Thomas .

jag har f?tt utbetalt en liten del av summan allts? 4 utbetalningar av 18.

nu har dem b?rjat neka utbetalning igen .

dem beg?r igen dokumenter fr?n mig . Denna g?ngen skrev dem att vill dem ha.

""You are kindly requested to provide us with the following documents:

-Additional types of ID such as passports or driving license.

-An official document issued by your mobile provider, stating your full name and mobile number used upon registration.""

Jag har sedan tidigare bifogat en helgen dokumentet men nu har dem hittar ytterligare att beg?ra .

Allt ?r inte l?st ?n . Jag kommer h?lla kontakt med er l?pande. Jag tackar f?r eran support och om ni kvarstannar.

med v?nliga h?lsningar

Hello Sokosoko123,

Casinos might sometimes require additional documents after the deposits or withdrawals reach a certain amount.

I am glad to hear at least partial withdrawal from the casino was successful.

I would encourage you to provide the documents and inform us about any development in this case and if you need any assistance. Much appreciated!

Hi Thomas, I will get back to you regarding this matter. Thanks for the help . Sincerely

hej Thomas jag kommer ?terkoppla till dig kring detta ?rendet . Tack f?r hj?lpen . med v?nliga h?lsningar

Hello Sokosoko123,

Were you able to complete the additional verification successfully? Are your withdrawal requests proceeding smoothly? Please let us know if you require any additional assistance.

Hi Thomas I have now completed the additional verification. It approved yesterday.

I have requested a withdrawal now but have not received the money yet.

Best regards Viktoria

Hej Thomas jag har nu slutf?rt ytterligare verifieringen. Den godk?nde ig?r .

jag har beg?rt uttag nu men har inte f?tt pengarna ?n .

med v?nliga h?lsningar Viktoria

I am optimistic, that you'll receive your withdrawal, Sokosoko123. I'll set the timer for additional 7 days. Please let me know about any development in the meantime.

Hej Thomas jag har f?tt utbetalt 1000euro till och nu ?r det stopp .

Jag fick detta meddelande .

Please note that before a withdrawal can be requested you must first wager the deposited amount in total, as stated in our Terms and Conditions:

63. Liability & Withdraw Limits

63.2 The maximum withdrawable amount per account is limited to 7000€/month (or currency equivalent), unless otherwise specified in the Terms & Conditions of a specific promotion. Exceptions may be made to players with a higher VIP level, if any, at the Casino’s sole discretion. If a customer wins more than €30,000, the Casino reserves the right to divide the payout into monthly instalments until the full amount is paid out. 

best regards from sokosoko123

Hello Sokosoko123,

Thanks for the update.

Do I understand correctly You withdrew all your winnings successfully? Can we consider the issue resolved, or do you require further assistance?

Dear Sokosoko123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.