The player from Austria successfully completed two withdrawals but faces issues with a third withdrawal requested on May 14th, which is marked as completed yet has not arrived after a week. Despite multiple attempts to contact the casino via chat and email, he receives generic responses and is being ignored on other platforms.
Beef Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €2,000
Beef Casino
Safety Index 7.9 Above averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
I've already had two withdrawals from this casino, both of which arrived in my account without any problems within two days. The third withdrawal, which I requested on May 14th at 7:33 AM, was quickly shown as completed on the website, but the amount still hasn't arrived after a week. I've contacted them several times via chat and was always told that it was probably a technical problem with the payment provider, but that it would be resolved immediately. Since yesterday, I haven't received any response in the chat, and I only received one reply to my email with the same information, and now I'm not getting any further response. I'm also simply being ignored via Telegram and WhatsApp!
Automatic translation:
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
Dear Majstroegon,
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, a high volume of withdrawal requests, or other legitimate reasons.
That’s why we advise players to be patient, cooperate fully with the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationHello dear Casino Guru team. So far, nothing further has happened. Over the past few days, when I contacted the casino via chat, they always gave the same answer: "We are experiencing technical problems and cannot provide you with any information regarding account payments." I'm surprised that the website still shows "Completed" for withdrawals, just like with previous withdrawals, yet after more than 10 days, they haven't been able to provide me with a transaction ID so I can verify the payment with my bank.
Automatic translation:
Public
Public
2 weeks ago
TranslationWhat else can I say... On Tuesday, May 19th, I had to send a bank statement via chat so they could inquire with the payment provider. I sent the statement, and whenever I follow up, they keep saying they haven't received a response, even after more than a week. 🤔
Automatic translation:
Public
Public
2 weeks ago
TranslationToday I received another reply in the chat. Unfortunately, it's still the same excuse: that there was a problem with the payment system and I have to wait for a response. After two weeks already? This can't be right, and I'm just being strung along. I really don't understand why this problem isn't finally resolved and why I can't get my rightfully won money paid out. 😥
Automatic translation:
Public
Public
2 weeks ago
TranslationGood evening. The 14 days are over and Beef Casino shows absolutely no sign of wanting to resolve the problem. Can you help me now?
Automatic translation:
Public
Public
1 week ago
Dear Majstroegon,
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,
Tomas
Public
Public
6 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Majstroegon,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Samuel
