The player from Germany provided all the required documents, but the casino hasn't reviewed them yet. The withdrawal was processed and the player confirmed the issue was resolved.
Beem Casino - Player’s struggling to complete KYC verification.
Amount: €3,850
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
2 years ago
Public
Public
3 years ago
Translation
Hi there,
my account is not verified despite uploading the required documents and therefore the payouts are not processed. According to the chat, all documents are present, but it is not verified by the responsible department.
Automatic translation:
Public
Public
3 years ago
Dear Tobias111,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Which documents you have already provided and when exactly?
Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hello Kristina,
I have sent you an email with the required information. In the live chat it is always claimed that it can take up to 3 working days. With the word up to, one assumes that it can also go faster but does not have to.
Even after 3 working days nothing happens here.
Waiting 3 working days for a verification or 14 days as you wrote before is a record. - Hats off.
Other casinos like the Raptor get a verification and a payout of 10,000 euros in one day. Incidentally, this also has a Curaçao license.
I uploaded all data via the homepage. I only registered with the casino because it is listed here with you and has got a good reputation from you. It's really sad that you have problems like this afterwards.
I've been playing at different casinos for over 10 years, but nothing like this has ever happened to me. Thankfully, I've never had any issues with verification or withdrawals. I've never had to write a negative review either.
I am really disappointed.
Edited
Automatic translation:
Public
Public
3 years ago
Thank you very much for your reply and email, Tobias111. I understand your frustration, however, it can take a few days to collect and fully review all documents. I would recommend that you wait for a few more days to give the casino enough time to go through everything.
I will set the timer for additional 7 days and if there is no development, we will intervene. Please, keep us updated in the meantime. Thank you in advance.
Public
Public
3 years ago
Translation
Hi there,
First of all, thank you for your feedback. Then I will be patient for another 7 days and will contact you as soon as I hear something new.
Thanks very much
Automatic translation:
Public
Public
3 years ago
Translation
After further consultation with the chat I may be patient a little. Status still unchanged
Automatic translation:
Public
Public
3 years ago
Translation
Even today, of course, no verification of the account and therefore no payout. So the announcement of the chat, that it can take up to 72 hours, is no longer necessary for me either.
I have to say that anything else would have surprised me.
Automatic translation:
Public
Public
2 years ago
Please note, there is no need to reply each day if there are no developments. There are still 5 days left from the 7-day time frame. Please, message us only if there is anything new. After the next 5 days, I will get back to you. Thank you for your understanding.
Public
Public
2 years ago
Translation
Today I asked again in the chat, all documents are available, but no check has taken place yet. You now want to send a speed up to the finance department.
It's sad that nothing has happened after such a long time.
Automatic translation:
Public
Public
2 years ago
Thank you very much Tobias111 for your cooperation so far. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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
2 years ago
Hello Tobias111,
I will assist you with the complaint from now on. I would like to invite the representatives of Beem Casino into the conversation in order to help with the issue of delayed verifiation.
Beem Casino, what is causing the delays with the verification?
Public
Public
2 years ago
Dear Tobias111,
the payment will be processed tomorrow. We're sorry for the delay but due to the current situation many banks and payment systems require additional security checks in some cases which leads to such issues with cashout processment.
Kind regards,
BeemCasino Team
Public
Public
2 years ago
Thank you, Beem Casino, for the update.
Dear Tobias111,
Could you confirm your account has been verified? Also, please let us know when you'll receive the payment.
Public
Public
2 years ago
Translation
Hi there,
First of all, many thanks to Beem Casino for the reply.
So far, my account is not verified and the withdrawals have not been processed.
If that changes during the day, I will of course let you know.
Thank you again.
Automatic translation:
Public
Public
2 years ago
Translation
Still no payouts or verification at 4pm today. It's a shame, I thought I could rate the casino positively here soon
Automatic translation:
Public
Public
2 years ago
Translation
Hello Tomas,
even at the end of the day there was no verification and payment.
So far I haven't heard anything from Beem Casino either.
Automatic translation:
Public
Public
2 years ago
Translation
updated:
Despite an announcement from the casino, no payout or verification took place today.
Automatic translation:
Public
Public
2 years ago
Thanks for the update,
Beem Casino, could you tell us what is going on with the verification and payment to Tobias111?
Public
Public
2 years ago
Dear Tobias111,
would you please confirm the receipt of 1850EUR? Thank you!
Kind regards,
BeemCasino Team
Public
Public
2 years ago
Translation
Hi there,
yes correct the payout of 1850 euros was received today. Thanks very much.
When can I expect my first requested payment of 2000 euros?
Thanks very much
Automatic translation:
Public
Public
2 years ago
Beem Casino,
Has there been any update about the remainder of Tobias' withdrawal? Please, let us know.
Public
Public
2 years ago
Dear all,
the last payment was rejected by the bank, we'll do another transfer attempt today.
Kind regards,
BeemCasino Team
Public
Public
2 years ago
Translation
Hello Beem Casino,
Why should my bank suddenly reject a payout?
I've had many, many deposits and withdrawals over the past few years, problems like you've never had before.
Why was the 2nd payment of 1850 euros paid out first and not the 1st payment?
I'm sorry, I don't believe you.
If I do get my money, I'll change my mind
Automatic translation:
Sensitive attachment
Sensitive attachment
2 years ago
Dear Tobias,
the last payment was processed successfully.
Kind regards,
BeemCasino Team
Public
Public
2 years ago
Hello all,
Thanks to Beem Casino for the reply.
Dear Tobias,
please confirm whether you received the payment of 2000€. Much appreciated!
Public
Public
2 years ago
Translation
Hello,
have received the payment. Thanks to the casino and to the Guru team
Automatic translation:
Public
Public
2 years ago
Hello Tobias111, and thanks for the confirmation.
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
