The player from Germany filed a complaint against BeonBet.com for refusing to process a refund. Despite having communicated personal gambling issues, the casino failed to protect her and inadequately handled her complaints, which led to significant financial loss. The Complaints Team extended the response time to allow for further communication; however, due to a lack of response from the player, the investigation could not proceed, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future if she chose to resume communication.
BeonBet Casino - Player’s withdrawal request is denied by casino.
Closed
Our verdict
Player stopped responding
Amount: €2,800
BeonBet Casino
Safety Index:HighCase summary
Discussion
Public
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3 months ago
Translation
Complaint against the online casino BeonBet.com
Ladies and Gentlemen
I hereby file an official complaint against the online casino beOnBet.com.
I request your support because the provider refuses to process my legitimate refund claims, even though there is clearly a violation under German and European law.
My account was linked to the email address "[removed by Casino.Guru admin]".
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1. Lack of a German license – invalidity of the contracts
I subsequently discovered that beOnBet.com does not possess a valid German gambling license.
I was not aware of this at the time of my registration and use.
According to § 134 of the German Civil Code (BGB) in conjunction with the Interstate Treaty on Gambling (GlüStV), contracts with unlicensed gambling providers are void in Germany.
This means that all deposits and bets were illegal and must be refunded by the provider.
I have pointed out this legal situation to the operator and presented the relevant legal provisions, but BeonBet refuses to refund my deposited funds and completely ignores my instructions.
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2. Lack of player protection – ignoring clear warning signs
I was in regular contact with my personal support manager at beOnBet for an extended period of time.
During this time, I repeatedly and explicitly mentioned that I had financial problems paying bills and that I could not control my gambling behavior.
So I clearly communicated that I cannot control myself and am afraid of losing all my money.
This is a clear indication of a possible gambling addiction, to which the provider should have reacted immediately according to international player protection guidelines – for example by temporarily or permanently blocking my account.
In a previous case, BeonBet had granted my request for a short-term, temporary suspension, which allowed me to withdraw my money in time.
In the last incident – after winning 500 euros – I immediately contacted my support manager again, described the situation and requested an immediate block to secure my balance.
Instead of helping me, I was ignored for over an hour and a half and kept waiting with pointless questions.
During this time, I lost my entire savings – just as I had feared.
My account was only finally blocked after the loss had occurred.
This shows that BeonBet has grossly violated its duty to protect vulnerable players.
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3. Inadequate handling of complaints
BeonBet's handling of complaints is extremely slow and opaque.
Each so-called "investigation" lasts two to three weeks without anything actually being examined.
After this time has elapsed, I regularly receive the same standard text that was already sent at the beginning of the complaint.
My concerns are not being examined in a comprehensible or fair manner.
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4. Demand
Based on the points mentioned above, I demand:
A full refund of my deposited funds, as the contracts are legally invalid due to the lack of a license.
An independent review of BeonBet's conduct regarding player protection, response obligations and complaint management.
An official statement from the casino regarding my case.
Currently, the provider is completely ignoring my requests, which is why I feel compelled to forward the case to your forum.
Edited by a Casino Guru admin
Automatic translation:
Public
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3 months 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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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BeonBet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- When was the last time the casino allowed you to deposit?
- Could you please explain when and under which circumstances your account was temporarily closed in the past?
- If there is any further evidence regarding your requests for help to protect yourself with timestamps pleaese forward it to my email at [email protected] as evidence.
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
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3 months ago
Translation
My last deposit at BeonBet was made at the end of September 2025. I cannot give an exact date at the moment, as I am waiting for the complete transaction list of my account.
The provider informed me three days ago that they strive to respond within 24 hours. However, I have not received any response since then, and I have not yet been given access to my transaction data. I have therefore again requested in writing that BeonBet provide me with the complete overview by November 25, 2025, at the latest.
Response text (updated)
1. When were you last able to make a deposit at the casino?
My last deposit at BeonBet was made at the end of September 2025. I cannot give an exact date at the moment, as I am waiting for the complete transaction list of my account.
The provider informed me three days ago that they strive to respond within 24 hours. However, I have received no response since then, and I still haven't received an overview of my transactions.
I have therefore again requested in writing that BeonBet provide me with the complete list by November 25, 2025 at the latest.
2. Could you please explain when and under what circumstances your account was temporarily suspended in the past?
My player account at BeonBet was blocked on October 1, 2025.
This happened immediately after I sent an email expressing my frustration that my previous requests had been ignored more than three or four times. I admit that my message was very emotional at the time, as I was frustrated that all my deposited money was already lost and that I had received no response to my requests for temporary account suspension.
Shortly after this message, my account was blocked without explanation. Since then, I have had no access and have received no information about my gaming or payment history.
I would like to explicitly point out that BeonBet does not possess a German gambling license and therefore its services are not legally operated in Germany. Deposits and losses are thus not in accordance with the German Interstate Treaty on Gambling, which is why I consider my losses to have been incurred unlawfully.
Automatic translation:
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2 months ago
Thanks for the explanation.
We unfortunately don't pursue refund requests based on the argument that the casino lacks a particular license.
If there is evidence that the casino didn't protect you despite you informing them about suffering from gambling issues, please forward it to me for review. My email is [email protected]
Looking forward to your reply.
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2 months ago
Dear Nick2505,
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.
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2 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,
Tomas
Casino.Guru
