Beem Casino - The player's verification is stuck.

I waited 2 weeks for the previous withdrawal. Then I got tired of waiting and played it all. Now I got a caspack and won the 3700e and all the recycling requirements met. My account has not been verified despite several queries and under the guise of this I am always asked to wait. I have already sent so many emails and inquiries that I can't wait another day anymore because nowadays I can get money from other casinos in a few minutes.

Hello Tuomo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Beem Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you begin the verification process? Which documents are approved and which are still waiting to be approved? Is the casino responding to you and if yes, when was the last time they did and what was it about?

Please note that we usually recommend to wait at least 14 days after submitting every single document to the casino for the payment to be processed and might take even longer when playing with bonuses.

Looking forward to your answer.

Regards,

Nick

On April 26, 2022, I deposited 200e in my account with which I won 1000e and at the same time made a withdrawal request and sent the necessary documents. The account verification documents have not been confirmed, although I have asked for them 2 times and completed them 2 times at the request of the casino. The withdrawal request I have always occasionally eliminated and played again for more profit so in the queue I have definitely dropped down even though one withdrawal request waited 11 days. Currently, a withdrawal request for the 3700e is awaiting transfer. Whenever I ask questions, I just ask you to wait patiently. Kyc Fire has not been contacted at all and if you ask them anything then the answer is that working Mon-Fri and the queues are long. How can it be possible that my money is valid for the casino but I will not get the money back even though I have won and both of them have a Gaming License?

Hello Tuomo,

Could you please advise when exactly did you begin the verification process and when was the last time you sent them a document to verify? Since when is the withdrawal pending this time?

On April 26, 2022 or April 27, 2022, I started verifying my account. The current withdrawal is May 21, 2022.

Hello Tuomo,

Could you please forward your communication with the casino regarding the verification to nikolas.b@casino.guru? Also when was the last time you provided them with a document requested for the verification?

I sent an email and in this screenshot it is the longest withdrawal I expected from the 1290e. And I suspect beemcasino is asking at that 1300e to convert to a bank transfer withdrawal that would come sooner. I waited for it for 11 days but to no avail. The point I suspect is highlighted in red.

Hello Tuomo,

As your last withdrawal was requested 9 days ago, I would definitely wait at least a few more days for it to be processed. If nothing would happen until the end of this week, we will definitely try to intervene. Please keep us updated about the complaint in case of any update.

Regards

Hey. The account has not yet been verified and no withdrawal has been made. Starting the week I asked beemcasino if it is normal for it to take this long to confirm, more than a month. Responded in a chat that is not normal and planned to forward the message. Nothing has happened and is unlikely to happen.

Hello Tuomo and thank you for all the additional information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Tuomo,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Beem Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Beem Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw the winnings?

Thank you in advance for providing the information.

The account is still not verified even though the same documents are valid for other casinos. Can I add support to the Curacao gaming license or something like that to get things going and get my money's worth. I think the whole beem casino should be closed until it pays its players the winnings that are queued up and then reopened or even goes bankrupt.

Dear Tuomo,

I would like to wait for the casino's response. If no one replies in the set time frames, then I would think about consulting the gaming authority.

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, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

That is, my 3700e profit is a reasonable 186e. Incredible casino I can't say more. And my account is still not verified.

Hello, Tuomo,

I found this rule in the casino's Bonus Terms and Conditions (available HERE):

"6.2 Maximum withdrawal amount from Tournament Rewards, cashbacks, free chips and free cash bonuses is x2 from bonus amount."

We are talking about a no deposit bonus (cashback). The casino can limit their bonuses as they want, and in case of a maximum cashout limit, we accept it. You are entitled to withdraw only 2x bonus amount (€186).

I am afraid no one will comment on the complaint. Unfortunately, I have not received any reply to my attempts to contact the casino outside this open thread. However, I would like to see a casino's reply regarding your verification. I sincerely hope someone will contact us.

Dear Tuomo,

Unfortunately, since we have not received any response from the casino regarding the issue for a long time, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. Also, the disputed amount will be amended to €186.

There is also one more possible way how you can try to get your winnings paid - I recommend you submit a complaint with Curaçao eGaming authority directly. The complaint form is available through the Curaçao eGaming License validator at the bottom of the official casino's website.

In case of any news or progress regarding your issue, feel free to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime and I truly believe it will use this option in the near future.

Best regards,

Branislav, Casino.Guru