The player from Germany noticed a technical issue and he is also dissatisfied with slow KYC process. The player's account was eventually verified and he received his winnings.
Beem Casino - Player is experiencing technical issues and problems with KYC.
Amount: €1,000
Beem Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.5
Beem Casino has a Safety Index of 2.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
The casino's design, range of games and constant bonus offers are really very good. But I've been waiting since January 29th. to verify my account. From tomorrow 2 weeks are over. That's really too bad. Of course, payments will not be processed until then. The support reacts very quickly, but you are only put off. I played with a deposit bonus (100%/€200). After a few hours I wanted to check the wager and saw that according to my history the bonus was "Lost". The progress showed "1478 / 10000 EUR". I didn't cancel the bonus manually, of course. My credit was not gone either, but was suddenly real money. I immediately contacted support who pointed out a technical error. My outstanding wagering requirements should be calculated by the technical team and emailed to me. I haven't received anything so far, so I just kept playing for a few more hours and met the wagering requirements almost twice. After making sure I couldn't have any more wagering requirements, I requested a withdrawal. I am familiar with casino bonuses and know what to look out for. So I did not violate any bonus terms and conditions. However, I have never had such a technical error before. I can really understand a delay in the payout, as it certainly needs to be checked how this technical error came about and how much I have actually wagered. But the fact that the verification is not even carried out after almost 2 weeks is very questionable in my opinion.
Automatic translation:
Public
Public
3 years ago
Dear Marvin,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but 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. Each casino is unique and proceeds the verification process differently. It can take a few days to review all your documents.
Could you please indicate, which documents you have already provided? Would you be so kind as to confirm that you provided all the required documents?
Also, do you happen to have any screenshots or video recordings of the technical issue you experienced? If yes, please forward it to me.
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru
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,
Kristina
Public
Public
3 years ago
Translation
Hello Kristina and thanks for your quick reply! I submitted the documents over 2 weeks ago now.
This includes screenshots/photos from:
- Front and back of my ID card
- Selfie with front and back of ID card in front of my face
- Proof of address (mobile phone bill and bank statement)
- Front and back of my bank card
- Proof of deposit (screenshot of transfer details to Beem Casino
To date, none of these documents have been checked and are still "in progress".
Unfortunately, I don't have an error message or something similar to the technical error. I took a screenshot of the status of the used bonus.
There you can see that allegedly €1478 of €10,000 was wagered and the bonus was lost. However, I have never dropped to €0 or under €100, manually canceled the bonus or violated a bonus condition. When I checked the status, it was estimated that I had already turned over ~€7,000 and still had ~€1,500 in credit.
My withdrawal request of €1000 is of course still open.
Kind regards
Marvin
Automatic translation:
Public
Public
3 years ago
Thank you very much Marvin for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
3 years ago
Hi Marvin,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Beem Casino to the conversation to participate in the resolution of this complaint.
Public
Public
3 years ago
Translation
Hi Peter,
According to the ad, the casino has 16 hours to respond. I'm curious if there's anything else to come.
I am still being "put off" or stalled when I send emails to the casino.
My verification from January 29th, 2022 is still completely unprocessed. My withdrawal request is therefore still open.
Almost a month has passed without any progress. That's really a shame and doesn't make a good impression of the casino.
Edited
Automatic translation:
Public
Public
3 years ago
Hi Marvin,
Most of the casino's complaints are resolved, so I hope there will be some response soon.
We would like to ask Beem Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
Public
Public
3 years ago
Dear all,
we're very sorry for delay, the payment was successfully processed yesterday.
Kind regards,
BeemCasino Team
Public
Public
3 years ago
Translation
Hello BeemCasino team,
Thank you for the feedback.
I'm very happy that it worked out now.
As soon as the money has arrived in my account, I will get back to you immediately.
However, what surprises me is that my verification documents and withdrawal request are still "in process".
Maybe they just forgot to update the status here.
Automatic translation:
Public
Public
3 years ago
Translation
Hi Peter,
I received the confirmation email from Beem Casino today that the money had been transferred.
A few hours later the money arrived in my account.
I thank the Casino-Guru team for the great help!
I doubt if it would have been possible without you.
The case can thus be closed.
Automatic translation:
Public
Public
3 years ago
Hi Marvin,
I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
