The player from Germany is struggling to pass the KYC. The casino claims she provided incorrect information. However, the unintuitive registration form and discrepancies in the translation of the casino's T&Cs were the reason for the unclarity. After closing the complaint as "unresolved", the player turned to the Curacao Gambling Authority and it decided that she should be refunded. The casino eventually refunded the player's funds.
Beem Casino - Player's struggling to pass the KYC.
Black points: 50
Amount: €200
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.
Resolved
Our verdict
Publicity helped
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello everyone, I deposited at beem casino on February 26th and won 470 euros with a bonus. These were canceled after 5 days and I only had 200 euros in my account. So far so good. I was only allowed to win 10 times my deposit with the bonus. So far so good. I tried to pay out these 200 euros. Namely on 05.03. No money seen yet. Documents have been submitted. The casino contacted me because I allegedly completed my registration incorrectly. I should have entered in the Country field, not the country where I LIVE (like it does in other casinos, everywhere...) but the country I'm from. Which is absolute bullshit, because then the site would have asked me for a foreign street, postcode and house number. And of course I can't do this because I live in Germany! The beem casino has all the necessary documents from me, from me personally. Everything is correct. But I'm still being stalled with the reason I violated something. Even the terms of use state that they ask for RESIDENCE and not your nationality. I hope someone can help me. I don't give money away that easily. Stay away from beem casino!!
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2 years ago
Hello Ella092,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the country you now live in is different from the country you were born in? Could you please clarify which address is stated in your documents and which one you filled in your profile?
Would you be so kind and 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.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello, many thanks for the quick reply. I entered the country Germany in the casino, I was born here and I also live here. However, I have Italian nationality as my parents are Italian. I made all my documents available to the casino for verification at the end of February. Of course, there is also my Italian identity card, which of course has my German address on it.
In the casino (like I do in all other casinos...) I entered Germany in the "country" field. Because I also live here. My current address is in the "Address" field. This is also on my Italian identity card. Thanks for your support
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2 years ago
Thank you for your clarification, Ella092. Could you please advise if you have registered and always played only from Germany?
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2 years ago
Translation
Hello, yes of course. I've only ever played from Germany.
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2 years ago
Thank you very much Ella092 for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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2 years ago
Hi Ella092,
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.
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2 years ago
Translation
Hello, here are the screenshots. What now? Country or Citizenship? Both have different meanings for me. 🙂 Greetings 
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2 years ago
Dear all,
It’s stated in Our Terms and Conditions, that we require country of the citizenship, otherwise, the players from restricted countries may easily circumvent the Terms. Secondly, we have to comply with jurisdiction of your citizenship country, not the location.
So in this case we'll proceed with the refund of the player's deposit.
Kind regards,
BeemCasino Team
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2 years ago
Translation
Are you not serious?! Casino guru please help. I have already submitted all my personal details to the casino. Everything is correct. And now all of a sudden I can't get my money anymore?!??!
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2 years ago
Translation
Residence!!!! And country!!!! There is no mention of citizenship here!!!!
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2 years ago
Hi all,
Thank you for your replies.
Dear Beem Casino,
If Ella092 was born in Germany and lives in Germany, why would she choose a different country? Especially, when we take a look at the registration form, where exactly does it say that the player has to choose "Nationality"? It only says "Country" which she chose correctly - Germany. Since the player chose the correct information, she should have a chance to finish the KYC and get paid.
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2 years ago
Translation
Dear Casino Guru Team, thank you very much for your support. I hope that we can find a solution for this problem together with the casino. Best wishes
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2 years ago
Dear all,
we're following the facts and rules as mentioned below:
- The player has an Italian passport (which looks pretty damaged actually)
- It is not about nationality, it is about citizenship, which is one of a basic rule of AML. It’s stated in Terms, that we require citizenship upon registration.
- Payment Methods availability depends on mentioned country, and it’s not about location, it’s about citizenship - we cannot accept payments for certain methods from players without proper citizenship. The Payment Partner can terminate the contract if we let players break the rule.
- An example to make the situation more clear: If a player has e.g. 2 passports and one citizenship is related to restricted country - we have to close the account. It’s about how citizenship is a basic in AML procedures.
Kind regards,
BeemCasino Team
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2 years ago
Translation
I live in Germany what is your problem? You have my Italian identity card. All personal details are correct and exact. I demand my money. point from end. I haven't violated anything.
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2 years ago
Dear BeemCasino Team,
If you want the players to give you the correct information, you should ask for the correct information. If you want them to fill out their "Citizenship", why do you ask for "Country"? Every person would choose the country where they were born and where they live. The registration form is very unintuitive. You have the right to block Ella092 from further play but she should get paid her winnings she won fair and square.
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2 years ago
Translation
Thank you dear casino guru team. That's exactly how I see it too. If it said "nationality" then I would have written it down exactly as it is correct, namely Italian. Because I have nothing to hide. But when it says country, all players assume it means the country where you live. I'm sorry but I don't want to know how many other players have already fallen into this trap. I hope they see this mistake and pay me my money. After that you are welcome to delete my account, that's fine with me.
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2 years ago
Dear all,
in our Terms&Conditions we're asking for citizenship:
4.3 The Company will collect certain minimum Player identification information from each Player who opens an account. The Company will not accept to open anonymous accounts or accounts in fictitious names such that the true beneficial owner is not known. The information required will include at least:
a. Player’s date of birth (showing that the player is over eighteen (18) years of age);
b. Player’s first and last name;
c. Citizenship;
d. Player’s credit card or banking information;
d. Player’s valid email address; and
e. Player’s username and a password.
Kind regards,
BeemCasino Team
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2 years ago
Translation
COUNTRY!! It doesn't say citizenship anywhere, it clearly says COUNTRY. finally stop with the nonsense. You're wrong, finally see it. I want my money and if I don't get it I will take other steps. Very easily.
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2 years ago
Dear BeemCasino Team,
As stated above, the registration form is very unintuitive and there are discrepancies in the translations. If citizenship is that important to you, you should either check it before you let the players play in your casino or specifically ask for it in the registration form. The complaint will become unresolved unless Ella092 gets paid in full.
Dear Ella092,
I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=beemcasino.com) and submit a complaint to them. It has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
