Betstro Casino - プレイヤーが賞金を受け取れずにいます。

So I win at the slots, the KYC alredy is done ( I got the email.) But after that they still asking for more profs, I send everything what they ask, every second day asking for another prof. Then I tried withdraw money, shows withdraw accepted, then after couple hours money is credited back to my gaming account, when I ask or send the emails why is that, all I get back ‘thanks, for providing your documents’ thats it, and still I just wait then send profs again, and just around the circle.

Dear meeow,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind 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.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear meeow,

Have you received your withdrawal from the casino yet?

Hi. No still nothing, just get emails from them that, is a hard work and blah, blah all the same answer.

Thank you for your reply, meeow. Have you made any successful withdrawals before? Do I understand correctly that you have been verified, but the casino requested additional documents?

Have you accumulated your winnings with or without an active bonus?

Hi. So still waiting for the money, every second day I write them email, but all the time the same answer,-"We will process your withdrawal within 48 hours unless further review is required." This one i got every second day from May 4th.

And this one I got already at April 25 -"Your account’s verification process has been successfully completed. You may now enjoy playing your favorite games on the best platforms! "

So I don't know why its taking so long, everyting just was fine.

I win without a bonus, never use them just my own money.And from this casino I never get withdrawal yet, with another casinos I never have that kinda problems.

Today got this one "Thank you for contacting us.

The specific bank you are requesting is not supported. Please use a different IBAN."

Have you tried requesting a withdrawal via an alternative withdrawal method or to another bank account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear meeow,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.