The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team intervened after the recommended waiting period and confirmed that the player's winnings were eventually paid out on day 16. The case was marked as resolved, and the player was encouraged to reach out for assistance with any future issues.
Beteum Casino - Player’s winnings haven’t been received yet.
Amount: €100
Beteum Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.4
Beteum Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
I successfully wagered a bonus at this casino. This wasn't easy because, compared to other casinos, the chance of winning isn't that great. I had already deposited there a few weeks ago and didn't win anything. I actually didn't want to play there anymore, but after a few weeks I wanted to try again. As I said, I cleared the bonus and ended up with 100 euros, which I then wanted to withdraw. Since nothing happened, I've been connected to live chat every day for the past few days, and they always assure me that they're informing the finance department to expedite the process. Every time I'm told that there have been delays, etc. I don't know what to do anymore and am now trying to get help here.
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1 month ago
Dear Gardenias.Garden,
Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 month ago
Translation
This is the latest correspondence, from just now. I've found a lot of complaints online about this Beteum Casino. I'd say it looks pretty bad. Casinos like this really put you off gambling. Why should you play if you don't get paid out when you win? It's a shame. There are plenty of reputable casinos, but this Beteum and the casino in my other complaint are so dubious that it really puts you off.
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1 month ago
Dear Gardenias.Garden,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
Translation
Hello. As I already explained, there hasn't been any change, and I don't believe there will be any. I actually thought I could expect help on this site? If a payout had been made by now, I would have let you know.
Do I have to wait another 6 days for Casino Guru to respond? I came here because I thought they would help me. I just contacted the live chat again, and they assured me, just like they did over a week ago, that I would get my money 😀 . I don't believe anything anymore.
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1 month ago
Translation
Good news: Today, on day 16, my winnings were paid out. So this case can be closed. I would like the same from GrandClub, which hasn't paid out the €80 yet.
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1 month ago
Dear Gardenias.Garden,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
Casino.Guru
