The player from Switzerland is complaining about the lengthy verification process. He stopped responding.
Beem Casino - Player’s struggling to complete account verification.
Amount: €3,290
Beem Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Good day
More than a week ago I made a withdrawal worth € 1000. The casino's bonus expectations were implemented and adhered to. Since the beginning of last week I have attached all the necessary documents by email and in the upload area (account).
Numerous chats serve as evidence here.
In addition to the confirmations from the casino that everything was okay with the statements! Again, misleading and repetitive questions about documents that have already been uploaded are the order of the day. I hereby file a complaint:
- Misleading support entertainment
- Request to verify documents that have already been uploaded
- Confirmation that payment is already in progress (misstatement)
- In my opinion, stalling buy time
This casino makes a very dubious impression on me and I do not see any professionalism in relation to my performance (deposit) and the obligation of Beem Casino to ensure a smooth process of the payout.
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2 years ago
Dear Manuel,
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 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.
Have you been advised what specifically seems to be a problem in verifying your account?
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,
Petronela
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2 years ago
Dear Manuel,
we're very sorry for the caused inconvenience. Your documents have been already approved and the first cashout portion was made yesterday, unfortunately it was rejected by your bank. We'll make another attempt today.
Kind regards,
BeemCasino Team
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2 years ago
Translation
I keep hearing a wide variety of innovations and statements that cannot be reconciled. But okay, patience remains. Now my account has been closed and I have not received my payment. How do I proceed now ?
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2 years ago
Thank you very much, BeemCasino Team, for your assistance and prompt response.
Dear Manuel,
Could you please provide the requested statement?
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2 years ago
Translation
The first payment has been received, in this case thanks for taking care of it. Account is now open again.
Now I'm waiting for the remaining € 500 and then we can close this case
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2 years ago
Dear Manuel,
thank you for the confirmation. Last payment will be processed today.
Kind regards,
BeemCasino Team
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2 years ago
Translation
Dear Casino Guru Team
The question that I still have to ask about Beem Casino's withdrawal procedure:
Why do I have to request individual withdrawals in the amount of € 500 as a direct debit. I have not found any information in the terms and conditions to justify this statement. I wait up to 4 days for a single payout, at least until now. Can you explain this to me in more detail here?
Best regards
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2 years ago
I'm happy to hear that you have received your first payment, Manuel.
Dear BeemCasino Team,
Could you please comment on the subject while we're waiting for the remaining payment? Thank you very much in advance.
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2 years ago
Dear Manuel,
would you please confirm the receipt of the second payment?
About the procedure - in your case we faced payment rejects by your bank and had to use other payment solutions. Please refer to the Payment Terms below:
5.7 Please note that even for supported countries the Casino is not able to guarantee successful credit card payment processing in all cases, since banks issuing credit cards may block or reject such transactions at their own discretion.
5.19 Casino reserves the right to transfer funds in a way different from the payment method specified by Player.
5.21 Limits specified in paragraph 5.10 of these Payment Terms are subject to restrictions, introduced at the Casino's sole discretion, based on your conduct and performance on the Website, Casino's considerations and internal policies, communicated to you once above restrictions apply.
Kind regards,
BeemCasino Team
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2 years ago
Translation
Good evening Beem Casino
Thank you for the detailed answer!
The last thing I want to do is explore my payouts. Since yesterday I requested another payment for the value of 2000 €.
As of yesterday, these were all paid out in steps of € 500. How long do I wait until these are processed and paid out? Thanks for your answer. With kind regards
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2 years ago
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I cannot confirm receipt of the 2nd payment yet, as there will be no bookings on Sunday. I am happy to look again tomorrow and confirm this here.
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2 years ago
Dear Beem Casino
Also i ask my Banc if they not agree with deposit‘s and they told me he never disagreed some incoming Money.
I will just find the fastest way to recive the money and stay friendly… so if you have other options they work faster let me know.
please not forget the open Questions (up)
Regards
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2 years ago
The payments seem to be scheduled weekly if I'm not mistaken and the delay has been explained earlier.
Dear BeemCasino Team,
Could you please advise on any alternative, faster payment method to receive the winnings? Thank you very much.
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2 years ago
Translation
My suggestion regarding the long duration of the payout and the communicative circumstances:
I ask for an immediate processing or a faster possibility of processing the open payouts.
With such a concession, I would consider this case closed provided the withdrawals have been processed?
With kind regards
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2 years ago
Dear Manuel,
before we continue with cashouts we'd kindly ask you to confirm the receipt of the second and third payment, each of 500EUR.
Concerning more faster payment methods we could offer Skrill or Neteller as well, if it'd suit you.
Kind regards,
BeemCasino Team
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2 years ago
Translation
Hello Beem Casino, I received the 3 payouts. Please feel free to continue with the further payouts. If things move forward quickly, I'm very happy. Can you speed up the payouts a bit?
Unfortunately, it is not always clear on the account which ones have already been prepared and which ones are still waiting.
if you speed up the process, will we find a good solution?
kind regards
Edited
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2 years ago
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Deactivating an account does not promote trust. What's going on here @Beem Casino @Casino Guru
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2 years ago
Dear CasinoGuru, would you please suspend the publishing of our reply about blockage?
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2 years ago
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@Beem Casino
My account is still blocked! Please reopen my account immediately.
I have already confirmed to you that the 3 payments of 500 € each, a total of 1500 €, have been received.
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2 years ago
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Now please go ahead and open my account again ??
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2 years ago
Dear CasinoGuru,
As it was confirmed by customer, the subject of this complain was resolved - the verification was performed and payout of 1000 EUR was processed as well, so we kindly request to consider it as the resolution of the current case.
Kind regards,
BeemCasino Team
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2 years ago
Translation
It is unheard of! The case is not resolved as my account is still blocked and my funds are frozen with it. You have not commented on the deactivation of my account, nor are any reasons related to the account blocking.
Almost € 3000 is in the payout status on my account, which I no longer have access to. I will now ask you directly whether and for the last time how you want to deal with it and whether I need to consult other bodies?
You still haven't opened my account.
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2 years ago
Additional comments from the player:
Ladies and gentlemen
I hereby raise a complaint again in other matters of the same provider.
Since my first deposit at Beem Casino, I have only had problems with false statements regarding withdrawals and account closure.
LICENSE CURACAO, registered: 153924
All e-mails are in place, expounding these misstatements, as well as apologies from Beem.
Print screens and chat histories are also secured and can be viewed if necessary.
The payouts have been sparse and unprofessional for around 3 weeks.
My account has already been blocked twice, one of which was activated again with an apology from Beem Management (Supporter: Marcus) and my account has currently been deactivated! Beem did not take a serious position on this, which is and remains an absolute no-go. The account is currently deactivated (printscreen in the appendix). The currently open funds that I am still expecting amount to 3000 € and the remaining balance on the account: (? € 367.- approx.)
I no longer have access.
Beem Casino kept contacting me until the account was closed / deactivated, and I was left without security, and my trust was massively burdened.
For the sake of my time and my nerves, I deal with Beem Casino and their problems in connection with payout, technical problems and competence difficulties on the part of Beem.
3000 € is a very small amount and I wonder where the fairness goes. Beem also does not express any problems on your part, but rather comforted and consoled.
@Casino Guru unfortunately I have been dealing with a process of this company for too long that now seems to let me down.
Therefore, in this case, I ask for professional support from you and also ask @Beem Casino to close this matter peacefully.
I thank you for your reply in advance.
regards
Mr. M. M******
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2 years ago
Dear Manuel,
Do I understand correctly that €1,500 has been received successfully? Could you please advise how much money is still pending inside the account as the complaint has been filed for €1,000? Thank you very much.
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2 years ago
Translation
Hello Petronela
I have received the 1500 € and have entered my account. In the meantime, when my account was still open, I made more winnings, currently there is € 3000 outstanding .
There is also a remaining balance to the value of approx. 290 € on the account.
My account is currently still blocked.
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2 years ago
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Here only a part of promises and hold out, also the account relaxations can be seen .. although my account is still blocked.
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2 years ago
Thank you very much, Manuel, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello Manuel,
I looked at your complaint and will do my best to help you. I would like to invite Beem Casino into this conversation. Casino, can you please specify why did you block the player’s account and what is the problem with his withdrawal?
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2 years ago
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Dear Viliam
Thank you for taking on this complaint to Casino Beem.
What I can see is that Casino Beem doesn't really want to give an answer or give a reason. As I was informed via email, my account has been checked for 3 weeks without a solid reason. With these sparse answers also here in this forum, Beem Casino is wasting time, and can again let 6 days pass for each answer that does not lead to my goal. I will now be patient and wait for this answer. First of all, I thank you Viliam for the help. Best regards
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2 years ago
Dear all,
As per Casino terms, the whole withdrawal will be payed in installments till full cash out, the recent payment of 500 EUR was sent yesterday.
Kind regards,
BeemCasino Team
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2 years ago
Translation
Thanks for the info Beem Casino!
The account is still blocked?
I would also like to ask how much time it will take for the full payout?
Thank you very much
Manuel M *****
Edited by a Casino Guru admin
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2 years ago
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Since my account is still blocked, I would like to ask you to confirm / state the total amount?
With kind regards
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2 years ago
Dear all,
The cashout is processing in installments and the part in amount of 500 EUR was processed on December 14th. The rest of 2430.38 EUR will be paid in parts of 500 EUR as soon as possible.
Kind regards,
BeemCasino Team
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2 years ago
Dear Casino,
please specify when you'll pay the next installment? Also, specify on what basis will be paid the rest (weekly or some time frame).
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2 years ago
Translation
Viliam
Thank you for your support in this extremely questionable case.
The last payout took place on December 14th ... now more than a week has passed, so more than 5 working days. How long should this go on, I ask myself.
best regards
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2 years ago
Dear Manuel,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
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2 years ago
Dear Manuel,
I've closed this complaint as resolved because you've written: "The last payout took place on December 14th". So I thought it was resolved.
We’ve reopened this complaint as per the player’s request.
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2 years ago
Additional comments from the player: "This case has not yet been resolved !!! Viliam why are you closing this case with no money left ??????"
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2 years ago
We would like to ask the Beem Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Dear manuelm,
would you please confirm the receipt of 1000EUR that we've send 2 days ago please? Thank you!
Kind regards,
BeemCasino Team
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2 years ago
I have not received any money.
Unfortunately, no funds have been received.
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2 years ago
We would like to ask the 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, we will close the complaint as ‘unresolved’.
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2 years ago
Dear manuelm,
last payment of 500EUR was made on Friday, please confirm the receipt.
Kind regards,
BeemCasino Team
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2 years ago
I cannot confirm receipt.
In addition, the €1000 you specified are missing, which have also not arrived.
No money was received.
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2 years ago
In addition, I have already contacted my bank several times and asked about possible refusals on the part of my bank.
Response from my bank: If payments are declined, they will always be discussed with the customer!
The information provided by Beem Casino is incorrect and a waste of time in my opinion.
I ask for payment receipts from Beem Casino that were sent once in the past.
The payments have been pending for several months and have not been paid out in full.
The question why the account is still blocked remains disregarded by Beem Casino?????
The timer is reset again and again and put in a waiting position - this is no longer an acceptable state. I am now asking for a peaceful solution of an outstanding amount of €1500, which I have not received.
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2 years ago
Dear Casino,
send me evidence that you've paid €1000 on 12.1.2022 and €500 on 21.1.2021, please. My email: viliam.v@casino.guru
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2 years ago
Dear Viliam,
we've sent to you the evidence for the first payment, second is still in progress unfortunately. We'll sent as soon as we'll get it.
Kind regards,
BeemCasino Team
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2 years ago
Dear manuelm,
you should receive it in a few days. Please, let me know when you'll receive the whole amount.
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2 years ago
Hello Beem Casino, unfortunately I still cannot confirm any receipts. In the past they have made the statement that a maximum of €500 increments can be paid out. You recently made a payment of 1000€ knowing that this does not work, in my opinion a questionable and intentional waste of time.
Therefore, and in connection with the wasted time, I ask you to withdraw the funds as soon as possible. I think it is in your interest to close this case as well.
Clarification of open amount:
- €500 (not received)
Status: 03.02.2022
- €1000 not received)
Status: 03.02.2022
Please let me know when these funds are due to arrive and how much still needs to be paid out?
Thanks for the information.
With kind regards
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2 years ago
Dear manuelm,
please provide your bank statement to us and/or Casino Guru. Thank you!
Kind regards,
BeemCasino Team
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2 years ago
Dear manuelm,
send me your bank statement from January 2022 till now, please. My email: viliam.v@casino.guru
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2 years ago
Dear Casino,
I can confirm that the player didn't receive his winnings as you've stated above. We ask you to investigate how is this possible and we'd like to see some solution.
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2 years ago
Dear all,
thank you for information, we've sent a request for a deep investigation to our bank. As soon as we'll have any news, we publish them.
Kind regards,
BeemCasino Team
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2 years ago
Hello Viliam
I think it's time to set clear boundaries and deadlines. For 2 months, the Beem Casino has not been able to pay out the money or rather close this case peacefully!
This effort that is being made here is not even worth the money it is about. I hereby request a deadline for when the money must be paid out. In addition, if Beem's bank is not able to transfer the amounts, I expect to find another way to pay out my money. After this scandal, the activities should be at the expense of the casino and in no way burden me with unprofessional action.
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2 years ago
Dear all,
we do our best to speed up the investigation but unfortunately our possibilities are restricted in this case. According to the latest information today there should be an answer, we'll inform asap then.
Kind regards,
BeemCasino Team
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2 years ago
Solution:
- No further delays from Beem
- The case is clear, the money owed has still not been paid.
- Payout today until tomorrow 02/19/2022 to my Skrill account
- The evidence is clear, so Beem is obliged to react immediately.
Thanks
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2 years ago
Dear Casino,
the attached screenshot doesn't say anything about missing €1500. I ask you to pay the remaining winnings, send me evidence that you've paid it so we can close this complaint. Otherwise, I'll be forced to close this complaint as unresolved.
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2 years ago
Dear all,
we're very sorry for such a long delay but in case of deep bank investigation the bank asks up to 1-2 months and we can't influence it anyhow. As soon as we get the answer we'll inform you.
Kind regards,
BeemCasino Team
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2 years ago
I apologize, but since we haven’t received evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
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2 years ago
We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
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2 years ago
Dear manuelm,
I've received evidence which says that you should already receive the remaining €1500. Can you confirm, please?
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2 years ago
Unfortunately, I still can't confirm that. For this reason I contacted my bank again and the manager demanded that he also assured me that I had not received any funds in my account. It's either a scam or Beem Casino made a typo with the payment and the funds are elsewhere. No money has arrived at my bank, and the documents I have already submitted are also used. In my opinion and referring to the past events, my behavior has always been professional, so I strongly assume that this casino does not have many things with finances under control. Thank you very much.
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2 years ago
Dear Casino,
please, provide the ID of both transactions according to evidence that I've received. The first should be from 13.1.2022 - €1000 and the second payment from 31.1.2022 - €500. We need to find out where is the problem.
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2 years ago
Unfortunately, the bank's BIC code is incorrect. Correct BIC code would be:
RAIFCH22XXX
Beem Casino now has the opportunity to re-execute the payment and rectify the issue, the fault is not mine it is an error vin Beem Casino had the correct payment details.
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2 years ago
What is surprising is that initially and during the first payouts, Beem made the statement: Amounts over €500 cannot be transferred. Now is this suddenly possible??? Both payments were not received. The payment of 500€ carries an incorrect BIC code a missing character (X) and the payment of 1000€ the payment details are correct so far but this is not accepted if you trust the statement from Beem.
I have already made the suggestion to work via Skrill payment but this is not accepted. Solve (Beem Casino) this problem, you have not paid or your behavior is incorrect in this sense. @Casino Guru: If no further attempts are made by Beem, please close this case unresolved. The evidence is clear from my bank and the available documents. With kind regards
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2 years ago
Dear manuelm,
please, contact both payment providers, provide them with the transaction numbers and ask them to track those payments. In case you didn't receive it I need an official statement from them. Send it to my email: viliam.v@casino.guru
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2 years ago
Dear manuelm,
we need to find out where is the truth, At this point, I would like to ask you to print both confirmations (from SEB and from LHV Pank) and go to the banks personally. Ask them that you need to track those payments and ask them for official paper confirmation. Unfortunately, I can't see another way how to help you.
Obviously, somewhere is a problem and this is the best solution now.
As soon as you'll have bank confirmations you can send them to my email: viliam.v@casino.guru
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2 years ago
Dear Viliam i answer you with attached Documents by your E-Mail.
Best Regards Manuel
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2 years ago
Viliam I would also like to add that my bank absolutely disapproves of the payer's (Beem) approach, and it is also very surprising that the banks LHV & SEB cannot find any payments with the specified reference numbers. Even for my bank and my lawyer, after reviewing the evidence, it seems clear that Beem Casino doesn't bother disbursing funds or presenting solutions. Also, the statement after I sent it (response LHV / SEB) is unfounded and incorrect. In addition, incorrect and misleading payment confirmations with incorrect dates were initially sent. We think this case is clear and I wish a conclusion with the necessary black points and the reduction of Beem's rating on Casino Guru
Thank you for your knowledge
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2 years ago
Dear manuelm,
the email which I've received from you contains a screenshot of email communication with raiffeisen. There is no relevant info included. I need to see that you've contacted SEB and LHV Pank, there must be visible that you are asking them for tracking two payments with provided transaction numbers and I need to see their reaction.
Please, do what I've asked you for and send me the requested info to my email.
Thank you
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2 years ago
The Banc does not answer (SEB) i will write booth again to see what they mean about it.
