The player from Germany faced issues withdrawing winnings as the casino repeatedly requested new documents despite already providing ID, bank statements, and bank cards. We explained the importance of the KYC process and requested a detailed list of submitted documents and communication with the casino. The issue was resolved successfully after the player interacted with the casino on our forum. The complaint was marked as resolved.
BetBeast Casino - Player’s withdrawal has been delayed.
Amount: €45
BetBeast Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Dear Sir or Madam,
I strongly advise against this casino!!! Winnings are not paid out. They continuously request new documents, which is pure harassment and shows the criminal nature of this casino. ID, bank statements, and bank cards have all already been provided.
The customer service is useless and rude. I will likely have to hire a lawyer to recover my money. I have been playing for 10 years, but I have never experienced such an outrage.
Automatic translation:
Public
Public
3 months ago
Dear tobiassss,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
Public
Public
3 months ago
Dear tobiassss,
I'm glad to hear that your issue has been resolved successfully, based on your interaction with the casino on our forum:
https://casino.guru/forum/casinos/betbeast-casino---general-discussion/2#post-115298
I will now mark the complaint as 'resolved' in our system.
Thank you and BetBeast Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
