The player from Italy has requested a withdrawal one week prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. The casino told the player that the casino had been closed for maintenance and was experiencing a number of technical issues, but would process the payment shortly. The player is still waiting for their payment. As there was no response to this complaint from the casino, it was closed as 'unresolved'.
Beem Casino - Player’s withdrawal has been delayed.
Black points: 553
Amount: €4,000
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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, 29/05 I made a withdrawal, with the premise that I have already had problems with the first withdrawal and I was told that the delay was caused by the fact that the documents had to be approved. Now that the documents have been approved I have not yet received the credit and after having contacted the assistance several times they told me from the beginning that they would send the money in a few working days, but to date I have not received anything. were able to tell me when they would make the payment. Again I get very bad assistance with conflicting answers.
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2 years ago
Dear jiulialoi,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Knowing from your previous complaint that you've completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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2 years ago
Translation
It has actually been 12 days already. As soon as I made the withdrawal, I obviously asked the assistance for information and it was customer assistance who told me to withdraw the entire amount by bank transfer (I had chosen the same card with which I deposited) and that I would receive the amount in a few working days.
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2 years ago
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Hello, I haven't received my winnings to date. Can you help me and try to communicate with the casino? Thank you
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2 years ago
Thank you very much, jiulialoi, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 jiulialoi,,
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 participate in the resolution of this complaint.
Dear Beem Casino,
Can you please provide an update regarding the player's withdrawal?
Kind regards,
Adam
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2 years ago
Translation
Hello, I would like to update you on my situation. I talked to support pretty much every day and was told that this week they would process the payment, but after about 3 weeks I still haven't received my withdrawal. I made the withdrawal on May 29th in 2 solutions of 2000 Euros (total 4000 Euros), then the assistance told me that they had been contacted by the financial department who could not process the payment so they asked me to divide the amounts into 4 1000 Euro solutions, although I did what I was asked, they still haven't paid my winnings. I have already made a withdrawal, my account is verified, every day I am told that the winnings will be paid in a few days but after all this time they still have not been able to pay me! I have screened all the conversations I had with the assistance.
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2 years ago
Hello jiulialoi,
Thank you for the additional information. I can appreciate your frustration but at this point, we should try to give the casino a bit more time to respond to the complaint. We cannot achieve anything without their cooperation.
Kind regards,
Adam
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2 years ago
Update: The casino has no intention of paying me my winnings, after being blocked via chat by support, I managed to contact them today , but they have no intention of making payment. I was told last week that it would be processed but I never received anything! Their behaviour is unacceptable and unfair. I really don't know what I can do to get my money back, plus they have blocked the support chat again and don't responding emails.
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2 years ago
Hello jiulialoi,
Unfortunately, we have not received any response from the casino. I will attempt to contact them one more time.
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.
Kind regards,
Adam
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2 years ago
Translation
What is happening to me with this casino is scandalous! After doing a maintenance (a huge scam), I was able to access my account, to my surprise all the documents I uploaded have been removed, my withdrawals (made on 05/29/2022) canceled, I cannot make a new withdrawal because the system is completely blocked, in all this the money I had won (4000) are blocked because of the bonus, in reality I had won them without any bonus. They have practically stolen 4000 Euros !!! I also made a complaint to e-gaming Curacao but I have not solved anything, by the way it seems that they no longer have the license! I asked if they could make me a wire transfer and process the payment because these problems they undoubtedly created to scam players don't concern me! They refuse to pay me! What is happening is very serious! Something must be done to stop these scammers!
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2 years ago
Hello jiulialoi,
I also saw that the casino was under maintenance recently. It seems that these issues are being experienced by other people as well.
Can I ask if you have received any response from Curacao e-Gaming?
Dear Beem Casino,
Please provide an update regarding the issues the player is experiencing, and when they might expect to be able to make a withdrawal.
Kind regards,
Adam
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2 years ago
Translation
Yes, it was under maintenance. They wrote me an email saying they would make my payment tomorrow. Let's hope so, for the other details I'll write you an email
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2 years ago
Thank you for the additional information jiulialoi,
Please do continue to keep us updated regarding your payment.
Kind regards,
Adam
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2 years ago
Translation
I haven't received my payment today either, I feel cheated. Their behavior is unacceptable, they said they would fix it today but nothing has changed! They have no intention of paying and no longer respond to my reminders. This is the update.
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2 years ago
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5 weeks have passed and I have not received anything, the assistance has not answered me for days, I am very frustrated and sad about this behavior. This treatment is not fair to clients, it seems to me that I am living a nightmare.
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2 years ago
Dear jiulialoi,
I have tried to get in touch with the casino repeatedly but had no success. Unfortunately, there is not much that can be done if the casino will not cooperate with us.
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 react, we will reopen the complaint and you will be notified by email.
At this juncture, I would usually recommend you to contact the relevant licensing authority, which is stated to be Curacao e-Gaming on the casino website, but I understand that you have already submitted a complaint to them. Please let me know how they respond (adam.m@casino.guru). I wish I could have been of more help.
Best regards
Adam
