The player from Germany requested a withdrawal of his bonus winnings. The casino informed him that only part of the winnings will be paid out. It was found that the amount of the winnings was limited by a rule in the bonus terms and conditions. The player accepted this but then had their account blocked without explanation, and could no longer access their balance to make a withdrawal. The casino failed to respond to the complaint, so it was closed as 'unresolved'.
Beem Casino - The player has received only part of his winnings.
Black points: 43
Amount: €300
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
1 year ago
Public
Public
2 years ago
Translation
I won €700 and turned it over to the bonus and when I made a withdrawal everything was fine, they wanted my documents and then the €700 was deducted from my account so that it could be posted to the correct account, the first two days even wanted it you prefer to cancel the money then there was no answer for a month it is always your money will soon be in your account then after four weeks it suddenly said we can only pay him 300 € i didn’t quite understand it either i just know that they are asking me have cheated 400 €
Automatic translation:
Public
Public
2 years ago
Dear mehmetengizek119,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please specify which bonus was in play? If possible, post here the link to offer you redeemed, I would like to check the bonus T&Cs.
Have you received any explanation from the casino regarding this situation?
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
I'll tell you how it was it was a normal 100% bonus what I was supposed to wager at €30 I had to wager over €1000 my money was converted to real money normally when playing with a bonus many games are closed but once I wagered the bonus money they were all the games are open to me and i was already able to transfer 700€ to my account and after that it always said your money will be in your account soon and then two weeks later it said we can only pay out part of the money i wonder why i could then transvest these 700 € into my account at all, normally one would have to point out directly that they do not get all their money, which is why it was simply a scam from this casino, very simple
Automatic translation:
Public
Public
2 years ago
Translation
Before it was €500 and €200 and then it was changed to €200 and €100 
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, mehmetengizek119. I checked the bonus T&Cs and I found this:
"1.5 All cashouts when playing with a bonus are limited to a maximum of ten times (x10) your deposit amount. The Casino has the right to increase the limit for players at its discretion."
Do I understand correctly that you deposited €30 to activate the bonus?
Public
Public
2 years ago
Translation
Yes, but in total I have already left €1000 in this casino, the first time I won €700, but the other €300 have not been paid out either
Edited
Automatic translation:
Public
Public
2 years ago
Have you made any successful withdrawals before? Could you please advise when exactly you requested the withdrawal?
Also, would you be so kind as to advise if you passed the verification?
Public
Public
2 years ago
Translation
All I know is that it was a 160% bonus, but I implemented the bonus and everything was real money. I had €1,200 in my account, I had €700 booked into my account and it was then debited to my account balance, which was only €500 € on it and I played them down and they said at first that my money would go to my account and then suddenly they changed their mind
Automatic translation:
Public
Public
2 years ago
Translation
Now something new has occurred I can no longer get into my account with my old account I enter my e-mail address they say invalid but they still regularly send me offers what can I do I'm really desperate
Automatic translation:
Public
Public
2 years ago
Translation
I can't get into my account email and password i don't know why i can't get in all of a sudden they still haven't paid out my money and now i can't get into my account email not available it says there even though i still from which I regularly receive advertising in my e-mail account
Automatic translation:
Sensitive attachment
Sensitive attachment
2 years ago
Translation
I'm still getting emails but I can't get into my account with this email anymore
Automatic translation:
Public
Public
2 years ago
Thank you very much mehmetengizek119 for your cooperation. 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.
Public
Public
2 years ago
Hello mehmetengizek119,
I am sorry to hear about the issues you are having. I have double-checked the bonus terms and conditions and it does seem that any bonus you use is subject to the aforementioned maximum cashout rule.
Regarding your account being blocked, I will now contact the casino to try and obtain an explanation.
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 some insight into the reason for the player's account having been blocked?
Kind regards,
Adam
Public
Public
2 years ago
Translation
I can't get into my account with my email and password anymore but they still keep sending me ads to my email account and thank you for helping me with my problem Casino Guru I'm a real fan of you guys I always had good experiences with casinos that I always choose from you
Automatic translation:
Public
Public
2 years ago
Translation
Hello Adam, I can no longer get into the casino with my old data and I think they did it extra because I complained to you who blocked me I find it really dubious if they really did it because they blocked me just because I complained😄
Automatic translation:
Public
Public
2 years ago
Hello mehmetengizek119,
Thanks for the information. We will give the casino some more time to respond. I'm afraid there is not much that can be achieved without their cooperation.
Kind regards,
Adam
Public
Public
2 years ago
Translation
The casino still has to pay me €300, I understood that they will not pay me the €700, so they only paid me ten times that, they explained that to me, they said we can pay him €300, but now I can’t even get into beem casino at all i cant log in i have sent them loads of emails got no response back
Automatic translation:
Public
Public
2 years ago
Hello mehmetengizek119,
Thank you for the update.
There has been no response from the casino so far. I will attempt to contact them again.
In the meantime, please let me know if there are any developments.
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
Public
Public
2 years ago
Translation
Adam thank you so much for trying to help me but would that mean that this casino would pay out my €300 left so that this casino is putting the money in their own pocket that would mean that this casino are nothing but scammers and up Their website still says that Casino Guru looks good has a rating go to their page there you can read it for yourself😄
Edited
Automatic translation:
Public
Public
2 years ago
Dear mehmetengizek119,
I have tried to get in touch with the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side. 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.
The casino states that it is licensed by Curacao eGaming Authority so I recommend that you contact them (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).
I wish I could be of more help.
Best regards
Adam
