The player from Germany held coins worth over €200 but was unable to redeem them. After inquiring in live chat, she was informed that she was no longer allowed to use bonuses, which she found confusing since she had always used them after depositing. The Complaints Team informed her that they could not compel the casino to change her status or provide loyalty rewards, as it was the casino's discretion to determine eligibility for bonuses. Due to a lack of response from the player, the complaint was closed.
Beteum Casino - Player is unable to redeem her reward coins.
Amount: €250
Beteum Casino
Safety Index:Above averageSafety Index
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6.8
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
I have coins worth over €200. The casino won't let me redeem them. When I asked about it in live chat, they told me I'm no longer allowed to use bonuses, which doesn't make sense. I've always used bonuses after I've deposited. Only after I tried to redeem my coins was I denied access, which is really strange.
Automatic translation:
Public
Public
1 month ago
Dear bikikrasno,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not. I apologize for not being able to provide more assistance in resolving this case.
Please let me know if there is anything else I can assist you with, or if this complaint may be closed.
Thank you for your understanding.
Best regards,
Kristina
Public
Public
1 month ago
Dear bikikrasno,
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.
Public
Public
3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
