The player from Germany filed a complaint against Beef Casino for unlawfully seizing his balance of €1,853.19 after his account was deactivated twice without explanation. He received contradictory reasons from support and demands his winnings or a refund of his deposit, along with a detailed explanation of the incident.
Beef Casino - Player's balance has been confiscated.
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Beef Casino
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6 days ago
Translation
Here is the template for the complaint in German, in case you wish to submit it to CasinoGuru (which has a German section) or other German-language forums.
Subject: Beef Casino has seized my balance (€1,853) under contradictory pretexts.
Description of the incident: I hereby file a formal complaint against Beef Casino, as my entire balance of €1,853.19 (€1,800 winnings + €53.19 deposit) was unlawfully withheld.
The timeline:
I deposited €53.19 and legitimately made a profit of €1,800.
My account has been deactivated twice within the last 6 days without any explanation.
Today I contacted live support because my account balance suddenly showed €0.
The support employee ("Cornelia") gave me conflicting reasons: First, she claimed my winnings were "illegitimate." Shortly afterward, she changed her mind and blamed it on an alleged "technical error on the part of the game provider."
Particularly serious: The casino even deleted my original deposit of €53.19, which had nothing to do with any technical error in the game.
The casino has provided no evidence or records to support these claims. I demand the payment of my winnings, or at least an immediate refund of my deposit, as well as a detailed explanation of the incident.
Evidence: I have saved screenshots of the entire chat history in which the employee makes the contradictory statements.
Automatic translation:
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5 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Beef Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible?
- Which game and game provider did you play that led to your most significant win? Have you played only one game or multiple games/providers?
- Did you achieve your current balance with the help of a bonus?
- Is your player account verified? Have you made previous deposits and withdrawals from the casino?
- When did the gameplay take place?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
