Betstro Casino - El retiro del jugador se retrasa debido a problemas de documentación.

Hello

I tried to withdraw money from my account. I received a message saying that the certificates I've sent are not acceptable. I sent in more certificates. One of the certificates I submitted is from the Swedish Tax Agency so that they can verify my address. I will wait to see what they respond.

However, I am starting to feel uneasy now. I read reviews about this company and quickly realized that many other players have encountered the same problem and have been unable to withdraw their money. These are rightfully my funds. I hope you can assist me. I would happily compensate you for your assistance.

Thank you, Peter

Hej

Jag försökte ta ut pengar från mitt konto. Jag får meddelande om att intygen som jag skickat in inte duger. Jag skickar in fler intyg. Jag har skickat in ett intyg från skatteverket. Swedish tax agency. För att dom ska kunna se min adress. Jag får se vad dom svarar.

Men jag har blivit orolig nu. Jag läste review på detta företag och insåg snabbt att många andra spelare råkat ut för samma problem och inte fått ut sina pengar. Det är pengar jag har rätt till. Hoppas ni kan hjälpa mig. Skulle gärna betala er för det.

Tack Peter

Dear Peteraxu, 

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 ensures 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 take 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 did you send 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, 

Veronika

Hello

I have submitted all the documents they require. Now they want a pdf file on iban and swift and account number.

I sent a picture. Hope it gets approved.

How else can you help me?

Thanks

Peter

Hej

Jag har skickat in alla dokument dom kräver. Nu vill dom ha pdf fil på iban och swift och kontonummer.

Jag skickade bild . Hoppas det blir godkänd.

Hur kan ni hjälpa mig annars?

Tack

Peter

Dear Peteraxu,

have your additional documents been approved? Please keep us updated if your verification is complete or if the casino requested something else.

Hello!

Now I have finally received my money. It took time, but when I sent in all the certificates they asked for, I got the money.

Thank you for being there!

Peter

Hej!

Nu har jag äntligen fått mina pengar. Det tog tid men då jag skickade in alla intyg dom frågade efter så fick jag pengarna.

Tack för att ni finns!

Peter

Dear Peteraxu,

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,

Veronika

Casino.Guru