Beteum Casino - Игрок еще не получил свой выигрыш.

I played at this casino and won 500 euros, which I "tried" to withdraw for the first time on October 24, 2024. After that, I received a KYC verification request on the site, which I completed and was approved. I then submitted a new withdrawal request. A few days after this request, I only received an email saying that the "withdrawal has been canceled." I then went to the Live Chat service to ask why this happened. I was told that I hadn’t verified my account (KYC), to which I replied that I had, and I provided a screenshot of the approved verification. The live chat agent then "looked into it" with a different department and confirmed that the verification had been completed and that they had just a small issue. After this, I made a new withdrawal request on October 28, 2024, which was again canceled on November 1, 2024. In live chat, they now claimed that I had canceled it myself, although this is not the case. Earlier that day, I had been in live chat asking about the withdrawal since it had already been 4 days since the request. I confirmed with the live chat agent that there wasn’t some "issue" with my account and told them that I had completed the only KYC verification I was required to do. I have not been contacted about any additional verifications or anything else. In the live chat, they only say "yes, yes, it is coming," but it never does. It's just lies that are being told.

Pelasin kyseisellä kasinolla ja voitin 500 euroa jonka "yritin" kotiuttaa ensimmäisen kerran 24.10.2024, jonka jälkeen minulle tuli sivustolla KYC-varmistus jonka tein ja se hyväksyttiin jonka jälkeen tein uuden kotiutus pyynnön. Muutama päivä kyseisen pyynnön jälkeen tulee vain viesti sähköpostiin että "kotiutus on peruttu" menin sitten Live chat palveluun kysymään että miksi on käynyt näin. Vastauksena sain että en ole vahvistanut tiliäni (KYC) johon totesin että olen ja otin kuvakaappauksen hyväksytystä varmennuksesta. Kyseinen live chat agentti sitten "otti" selvää eri osastolta ja varmisti minulle että vahvistus on suoritettu ja heillä oli vain pieni ongelma. Tämän jälkeen tein uuden kotiutus pyynnön 28.10.2024 joka oli taas peruttu nyt 1.11.2024 ja live chatissa sanovat että olen itse peruttanut sen vaikka asia ei ole näin, aiemmin vielä tänä päivänä kävin live chätissä kyselemässä kotiutuksen perään kun kotiutus pyynnöstä oli jo 4 päivää, varmistin live chat agentilta että eihän ole taas jotain "ongelmaa" tililläni ja kerroin hänellekkin että olen suorittanut ainoan KYC:n joka minulla on ollut. Minuun ei olla oltu yhteydessä mistään ylimääräisistä varmenteista tai muusta. Live chatissa vain sanotaan että "kyllä kyllä se on tulossa" mutta ei tule. Pelkkiä valheita vaan kerrotaan.

Dear Jokezux,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

the matter has been resolved with the casino.

asia on selvitetty kasinon kanssa.

Dear Jokezux, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru