The player from Germany had successfully completed the bonus requirements but faced numerous requests for documentation from the casino, including credit cards, ID, and utility bills. Despite having submitted these documents, the casino claimed they were invalid, leading him to consider legal action. The Complaints Team had extended the response time by 7 days for the player to provide additional information, but due to a lack of communication from him, the complaint was closed. The team remained open to assist if the player chose to reopen the complaint in the future.
BeonBet Casino - Player is facing delays in withdrawal due to invalid documents.
Closed
Our verdict
Player stopped responding
Amount: €2,946
BeonBet Casino
Safety Index:HighCase summary
Discussion
Public
Public
6 months ago
Translation
I deposited money. I won a few times and then had to fulfill a bonus requirement. I fulfilled it – it was also shown to me that the bonus was 100% fulfilled. This was also confirmed to me several times via chat.
Then I wanted to withdraw my money and the drama began.
First you wanted my credit card, then my savings bank card.
Then nothing happened and after asking, they wanted my ID card.
Time passed again, then you wanted a current cell phone bill.
Again nothing happened, but now you wanted a current utility bill.
Even then nothing happened and you wanted a bank statement.
I sent this one too and now you're writing that all the documents are invalid...I'm losing my faith.
Please help, I'm about to hire a lawyer. Criminal...
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.
To better understand your situation and move the process forward, could you please provide the following details:
Have any of your documents been approved and successfully verified?
Has the casino specified why your documents could not be accepted for verification?
Have you submitted all the documents on time and in the correct format?
Could you kindly forward me the documents you sent to the casino for verification? My email address is veronika.f@casino.guru.
I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Public
Public
6 months ago
TranslationYes, I always submitted everything immediately.
Something new was always requested little by little.
You now have my credit card, ID card, debit card, current cell phone and utility bills and a recent bank statement.
If that's not enough... Unbelievable.
Nobody ever responds. They only respond when asked.
Automatic translation:
Public
Public
6 months ago
When was the last time the casino communicated with you regarding the verification of your account?
Which of your documents are still pending verification?
I have not received any emails from you yet. Kindly forward me the most recent communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.
Public
Public
6 months ago
Dear freund,
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
6 months 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,
Veronika
Casino.Guru
