The player from Germany hasn’t received his withdrawal and the casino didn't verify his account. The casino responded and stated that there was a delay in processing the withdrawal. There are many payments outstanding and only one has now been received, so the player submitted a complaint to the licensing authority. The complaint was closed temporarily until we receive their decision. After an extended period of time, we contacted the player to see if there had been any decision from the regulator regarding this case. The player responded and told us that they had still not received their payment, and no decision was provided by the regulator. As the casino no longer operates with a valid license and does not respond to our attempts to contact them, the complaint was closed as 'unresolved'.
Beem Casino - Player’s withdrawal has been delayed.
Black points: 5219
Amount: €48,000
Beem Casino
Safety Index:Very lowDelayed payment, status unknown
UNRESOLVED
Case summary
I've been waiting for my account to be verified and my winnings paid out for 4 weeks now. There were several contact attempts on my part, but I was always put off.
Dear Tom,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please advise when exactly you requested this withdrawal?
Which documents have you provided and when exactly?
If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Hi there,
the documents were submitted and the instruction for payment was made on 02/09/2022, but have not been processed since then.
An identity card, proof of address in the form of a telephone bill and proof of the payment made were submitted.
Best wishes
Thank you very much for your reply, Tom. What payment method to withdraw your winnings have you opted for?
Also, what is the current status of your withdrawal request, please? Is it marked as pending or processed?
I chose the "Bank Transfer" payment method.
The statuses of my 25x €2,000 withdrawal requests are all marked as "pending".
Thank you very much Tom for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.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.
Thank you for your support 🙂
Best wishes
Dear Tom,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Beem Casino to join the conversation and to aid in the resolution of this complaint.
Beem Casino, could you please provide an update on the status of the player's verification/withdrawals?
Dear all,
we're very sorry for the delay but due to the additional payment controls nowadays in certain cases it takes more time to process the withdrawal.
Kind regards,
BeemCasino Team
Hello Beem Casino,
Thank you for your response. Could you provide any sort of timeframe in which the player should expect to receive payment?
Kind regards,
Adam
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.
If a solution is not found within the deadline, I will also submit a complaint to the licensor. My patience is slowly running out.
Dear Tom,
a payment of 2000EUR was processed yesterday. Would you confirm the receipt please?
Kind regards,
BeemCasino Team
Hello BeemCasino,
I confirm receipt of a payment of €2,000. This is the first payment of a total of 25 requested payments.
Kind regards
Tom
Dear BeemCasino,
Are you able to provide any update regarding the player's withdrawals? Can anything be done to increase the amount received per withdrawal?
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.
Dear Tom,
Could I ask if there has been any further progress with your payments?
Hello,
until now, unfortunately, there has been no progress in paying out my winnings. An additional complaint to the licensor will be filed promptly if no payment is received in the next few days.
Dear Tom,
I am yet to receive any response from the casino. Have there been any further developments with your payments?
Unfortunately not until now. In the meantime, I have filed a parallel complaint with the licensor in the hope that this will speed up the process a bit.
Dear Tom,
Has there been any progress? I understand you have contacted the Licensing Authority, have you received any response from them?
Kind regards,
Adam
Beemcasino did not report to the licensing authority within the deadline either. In addition, my account has now been deleted by the casino or access has been restricted. No further payment has been made to date.
Kind regards
Dear Tom,
Thank you for providing the additional information. Due to this new development, I am going to attempt to make contact with the casino one final time, and if there is still no response the complaint will be closed as 'unresolved'.
Dear Beem Casino,
Can you please provide insight into the reason for the player's account having been blocked?
Dear Tom,
The casino has informed me that they are awaiting a decision from the Licensing Authority, and once the outcome is known they will respond accordingly.
As this may take some time, if it is OK with you I would like to temporarily close this complaint as 'unresolved - waiting for the regulator's decision'.
Once a decision has been reached, we would reopen the complaint and proceed as may be necessary.
Please let me know if this is acceptable to you.
Kind regards,
Adam
Hello,
I probably have no choice but to wait and hope that things will turn out positively.
My fear now is that the whole thing will remain unresolved, because the casino will certainly not get in touch by itself.
Best regards
Hello Tom,
I am sure that the Licensing Authority will make you aware of the outcome also, but if you would prefer I will happily keep the complaint open and extend the timer until we hear the result.
Kind regards,
Adam
You can classify it as unsolved for now. Then I would just write again.
Thanks for your reply Tom.
As mentioned, we will now close this compliant as 'unresolved - waiting for the regulator's decision'. When the Licensing Authority reaches a decision we will reopen this complaint and proceed as is appropriate.
Kind regards,
Adam
Dear Tom,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at adam.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,
Adam
Dear Tom,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Hello,
my winnings have still not been paid out. The casino wrote to me personally to bypass the line of communication with the licensor. Here they offered me a payment of €800 in order not to have to pay out the legitimate winnings. The entire procedure is to be rated as fraud in the highest degree.
The licensor doesn't seem to be trying very hard to solve the problem either. In the meantime I have offered a settlement payment, but no response so far either.
Best regards
Hello Tom,
Thank you for your reply. Unfortunately, it seems that the casino no longer operates with a valid license, and they have a history of not responding to our attempts to contact them. I am sorry that you have still not received your payment but I think our only option at this juncture is to close the complaint as "unresolved".
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, or if there is any further response from them regarding your proposal, please let me know (adam.m@casino.guru) and we will reopen the complaint if necessary.
I am sorry we could not be of more help on this occasion.
Best regards,
Adam
