Beef Casino - Player’s withdrawal has been delayed.

I made a deposit, placed one bet, won 100 euros, canceled the withdrawal and told me to go through verification. I did, made another withdrawal an hour later, they said I needed additional documents for verification. They told me to provide a bunch of selfies and, most importantly, a birth certificate. The bookmaker can't request a birth certificate because identity is confirmed by other documents. I said return the deposit and take the money I won, they said go through verification, so it's a scam casino.

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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.

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Dear robertodeda,

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 are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Can't a casino require a birth certificate?

2. This is what I'm asking them. These are all the documents you need for verification. Tell me right away the documents that need to be sent. They say we don't know.

3 I request a call from their website, they don't call.

What should I do? I said I don't have a birth certificate. Solve the problem. They say don't send it once, then send it again. It's a scam.

How do you get verified if they're asking for documents that 99% of people don't have?

Dear robertodeda,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

They have deleted all chat history, there are no replies to the email, we didn't communicate there

Hello robertodeda,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear robertodeda,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear robertodeda,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BassBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Beef Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello, dear player and Casino Guru representatives! Please note that the Company is fully entitled to request account verification in accordance with Clause 8.19 of the Terms and Conditions:

The Company reserves the right to require primary and secondary account verification at any time and to use additional tools and procedures for verification if necessary. In order to verify your user account, the administration has the right to ask you to provide an ID document (including but not limited to a copy of your passport, ID card, any payment card used, recent public utility bill in your name, or any other document confirming your identity). In addition, the Company reserves the right to ask you to confirm your identity via a video call or by sending your documents by mail. If these requirements are not fulfilled, the Company has the right to temporarily deactivate your user account until the requirements are fulfilled and/or close the account. If the information you provided is found to be inaccurate, the Company reserves the right to block your account and cancel withdrawals.

At this stage, in order to proceed with the verification, the player is required to provide the following documents:

• A new selfie holding their passport

• A selfie holding their birth certificate

• A full photo of the passport/ID opened and placed on a white sheet of paper, with the page containing the photo clearly visible. Below the document, the player must handwrite the current date and time, as well as their personal signature.

Once the requested documents are submitted and successfully verified, the account review can be completed. Until then, the account will remain under verification in full compliance with our Terms and Conditions.

Best regards,

Beef Casino

I am ready for video verification, especially since I asked you to call me, but in your support service people themselves do not know what you need. When I said that I cannot provide a birth certificate, you said okay, send other documents, the certificate is not needed, and a day later they asked me to send it again. You yourself do not know what is needed and are just taking people's brains out.

"To verify your user account, the administration has the right to ask you to provide an identification document (including, but not limited to, a copy of your passport, ID card, any payment card used, a recent utility bill in your name, or any other document confirming your identity)"

I sent all the documents that prove my identity and am ready to send another document that I have, but 1% of people have a birth certificate and that's why you demand it so as not to pay money, let me go through video verification and show you my passport on video if you need to prove your identity but you don't need it you need to steal money, and 1 more argument when I asked to return my deposit you didn't want to do it

Dear robertodeda,

Thank you for your message and for explaining your situation. I understand your frustration regarding the repeated requests for documents and your willingness to complete video verification.

Dear Beef Casino,

Thank you for your response and for outlining the requested verification steps.

At this stage, I would like to address the player’s concerns regarding the consistency and proportionality of the verification requirements. The player states that they are ready to complete video verification and that conflicting instructions were provided by support regarding the necessity of a birth certificate.

Could you please clarify the following points:

• Whether video verification (with passport clearly shown) can be accepted as an alternative to providing a birth certificate, especially if the player does not have access to this document.
• Why the birth certificate is considered mandatory in this case, given that it is not a standard identification document and is not commonly available to all users.
• Whether the documents already submitted by the player are sufficient to at least proceed with a video call or partial verification review.

Providing clear and consistent guidance on what is strictly required to complete verification would help avoid further confusion and allow this case to move forward.

Thank you, robertodeda, for your patience while we clarify this with the casino. I will keep you updated as soon as I receive their response.

I will await your clarification, Beef Casino, before proceeding further.

Dear player,

We have reviewed your case internally and decided to remove the requirement to provide a birth certificate. At this stage, the only documents we need from you are:

A new selfie of you holding your passport or ID

A photo of your passport/ID fully opened, placed on a white A4 sheet of paper

Please ensure that the page with your photo is clearly visible. Below the document, write the current date and time by hand, along with your signature.

Once these documents are submitted and successfully verified, we will proceed with the next steps.

Best regards,

Beef Casino

ok I will send it tomorrow

Dear robertodeda,

thank you for the update. I appreciate your cooperation and your confirmation that you will submit the requested documents.

Once you upload the new selfie and the photo of your passport/ID as instructed by Beef Casino, please let us know here in the thread so we can follow up on the verification status.

Dear Beef Casino,

thank you for clarifying the requirements and for adjusting them to move the verification forward. Once the player submits the requested documents, I kindly ask you to review them as soon as possible and inform us here about the outcome and the next steps.

I will await confirmation from both sides so we can proceed toward resolving this complaint.

They told me twice that I could submit a withdrawal request, and twice they cancelled the withdrawal. Before the second withdrawal, they asked for confirmation of the wallet I was withdrawing to, and twice they wrote, "Provide a birth certificate." When this complete idiot wrote here that a certificate wasn't needed, and twice the support team said that I could submit a withdrawal, but each time they cancelled the withdrawal.

Dear player,

We confirm that the support agent made a mistake and provided incorrect information. At the moment, you have provided all the necessary documents and you need to wait for the payment request to be reviewed.

Best regards,

Beef Casino

Hello robertodeda,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

They gave me the money, but you can see for yourself how they behave and how much effort it takes to get the money back, just a deposit. All the other players won't be able to withdraw even their deposit.

Thank you for your update and for confirming that you have received the payment. I’m glad to see that this has been successfully resolved. I also want to thank Beef Casino for their help in clarifying the situation and assisting with the resolution.

Robertodeda, could you please confirm if everything is now settled on your side so that I can close this complaint, or is there anything else still pending?

You can close them but rate them 1 because I consider them scammers who don't pay money and ask for documents that people don't have, and only give away the deposit so that they don't get negative reviews.

Dear robertodeda,

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,

Samuel

Casino Guru