BetBeast Casino

Public

catarrin

Bronze

Argentina

Public

3 months ago

Original

Translation

Hello, I have a problem with BetBeast casino regarding my account balance. I know CasinoGuru is more focused on casino games, but I think you can help me resolve this issue with this platform even though I'm more familiar with sports betting. It's about my account balance. I previously withdrew money from BetBeast and they paid it out correctly. After that, I played sports with my real money balance, which I had left to continue playing after the aforementioned withdrawal. I continued playing with this real money balance and placed some winning bets. Then, the casino gave me a $10 no-deposit bonus, which I also used and won. I then continued playing with the money from the no-deposit bonus, so the winnings from the bonus increased slightly, though not much since the bonus was only $10. At this point, I had a significant amount of real money in my account. But it seems the balances got mixed up. Then I finished fulfilling the wagering requirement, so everything became "real money." The issue is that when I tried to withdraw some of the money, the casino sent me an email saying that my real money balance would be deleted because their terms state that the maximum withdrawal from a bonus is $20. They then assumed that my entire balance came from this no-deposit bonus, reducing it to $20. However, they failed to consider that I had a substantial real money balance in my account before using this no-deposit bonus.

Right now, my account balance has dropped from $490 to $20. I understand the point about the maximum winnings from a no-deposit bonus being $20; if that's what the terms say, then that's how it is. But my real balance can't be reduced from $490 to $20 by putting my entire real balance into the pool of winnings from a no-deposit bonus. At most, by placing three bets with the bonus, I've probably earned $100 or a little more. In any case, they should deduct those approximately $100, not my entire balance, implying that absolutely my balance comes from those winnings. To reiterate, to be clear, before receiving this no-deposit bonus, I already had over $300 in my real balance. I don't know the exact amount because the platform doesn't even allow me to see a record of my transactions. In the chat, they told me they would send it to me by email, but that didn't happen. I sent them an email but they haven't replied, and in the live chat they just tell me to be patient and that they'll send me an email soon.

That's why I'm turning to Casinoguru for help, because even though I know they focus on casino games, this is an issue that has to do with the account and misunderstandings on the part of the casino.

Thank you very much for your collaboration, Casinoguru team.

Buenas, tengo un problema con el casino BetBeast que tiene que ver con el saldo de mi cuenta. Se que CasinoGuru esta mas enfocado a los juegos de casino, pero creo que me pueden ayudar a resolver el conflicto con esta plataforma aunque yo me haya desenvuelto en apuestas deportivas. Ya que se trata de mi saldo en cuenta. Anteriormente he retirado dinero de Betbeast y me lo han pagado bien. Luego de eso, jugue en deportivas con mi saldo real, saldo que habia dejado para seguir jugando luego de retirar lo mencionado anteriormente. Segui jugando con este saldo real mencionado e hice algunas apuestas en las que gane. Luego, el casino me dio un bono sin deposito de 10 dolares, y jugue con el y tambien gane, luego segui jugando con este dinero obtenido del bono sin deposito asi que las ganancias del bono sin deposito aumentaron un poco, no mucho ya que el bono era de 10. A todo esto yo tenia bastante saldo real en mi cuenta. Pero parece que se mezclaron los saldos. Luego temrine con el requisito de apuesta asi que todo paso a ser "saldo real". El asunto es que al querer volver a retirar algo del dinero, el casino me envia un correo donde dice que se me borraba el importe de dinero real ya que en sus terminos esta mencionado que la ganancia maxima retirable de un bono es de 20 dolares. Entonces consideraron que todo mi saldo fue obtenido de este bono sin deposito, por lo que redujeron todo mi saldo al monto de 20 dolares. Pero ellos no consideraron que yo tenia bastante saldo real en mi cuenta previamente a jugar con este bono sin deposito que me otorgaron.

En estos momentos mi cuenta paso de tener 490 dolares a 20 dolares. Entiendo el punto de que las ganancias maximas de un bono sin deposito sean 20, si lo dicen los terminos entonces asi sera. Pero mi saldo real no puede reducirse de 490 a 20, metiendo la totalidad de mi saldo real en la bolsa de las ganancias de un bono sin deposito. Como mucho haciendo 3 apuestas con el bono habre obtenido 100 o un poco mas. En todo caso deberian sacarme esos 100 dolares aprox y no todo el saldo que tenia, haciendo alusion a que absolutamente todo mi saldo proviene de esas ganancias. Reitero para que quede claro, antes de obtener este bono sin deposito yo ya tenia mas de 300 dolares en mi saldo real aprox. No lo se con exactitud porque la plataforma ni siquiera me permite ver un registro de mis movimientos. En el chat me dijeron que me lo iban a mandar por correo, pero eso no sucedio. Les envie un correo pero tampoco contestan, y en el chat en vivo solo me dicen que tenga paciencia que ya me van a enviar un correo.

Por eso acudo a casinoguru para que me ayuden, que aunque se que estan enfocados en juegos de casino, esto e sun tema que tiene que ver con la cuenta y con malos entendidos de parte del casino.

Desde ya muchas gracias por su colaboracion gente de Casinoguru.

Automatic translation:

Public

Tomas

Complaint Specialist

Public

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.

Public

Tomas

Complaint Specialist

Public

3 months ago

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetBeast Casino.

Please allow me to ask you a few questions so I can better understand the situation.

Do you have access to your player's account?
Could you please share screenshots of the bonus history details relevant to the incident, if available?
Could you please share with me your communication with the casino regarding the accusations made against you, or the justification for the balance confiscation? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Sensitive attachment

catarrin

Bronze

Argentina

Sensitive attachment

3 months ago

Original

Translation

Yes, I have access to my account.

I can't share details of my transaction history, as the platform doesn't provide them. In fact, what I was able to discuss via online chat was precisely this: they told me my money came from winnings from a no-deposit bonus, that all my winnings originated from there, which wasn't the case. So I requested my transaction history, since it's not visible on the platform, and they said they would send it to me by email. This never happened, so I sent an email to support, but obviously, they didn't reply to that email either. That's why I'm contacting CasinoGuru.

What I can share is a screenshot of my betting history. On February 24, 2026, I received $1000 USD in my account. I don't have an email confirming this because they didn't notify me of the transaction; I only have a notification from my exchange informing me that I received the money. I don't know if this serves as proof since it's not from BetBeast. The payment was made in cryptocurrency, specifically USDT. I left some funds in my account to continue playing.

And from that same February 24th onwards, I made more bets with MY real money, here's a screenshot:

As you can see, from February 24th to 25th, I played with my REAL money and made some winnings. Then, also on February 25th, I received a bonus offer, which is a $10 no-deposit free bet. I accepted it and also made a profit. I had to wager those winnings a certain number of times, so I continued playing with that "bonus." You can see in the image that the free bet and the bets derived from those winnings have a "GIFT" symbol. After fulfilling that requirement, it became real money. Later, this same no-deposit bonus offer, that is, a free bet, was offered to me again, and I accepted it, although without success, as I lost. What I'm trying to show with this is that prior to all these free bet offers, I had 100% of my own real money.

After all this, on March 6, 2026, I received an email from BetBeast when I tried to withdraw some money again, which informed me of the following:

After this, my balance dropped from $490 to $20. I understand that the maximum winnings I can get from a no-deposit bonus are $20; they say it's in the terms and conditions. I haven't actually checked because it's not the case, but let's assume it's okay, I understand. Now, what they can't do is take away my entire balance from before I accepted their no-deposit bonus. There's at least almost $300 that was my real money, and they've taken that too.

Then I was able to chat with them, and they told me they would send me my transaction history by email and that I just needed to be patient. Obviously, I also filed a complaint by email, but I never received a response. They don't answer emails; you can only contact them via online chat, but they're not helpful since they just redirect you to email and ask you to be patient. It's worth noting that in the chat, they only tell me that all my winnings came from the no-deposit bonus, which is why I'm requesting the transaction history, and they won't give it to me. Because, as you can see in the first image, before accepting their no-deposit bonus, I had a real balance, a real balance that they also took from me. I appreciate your participation and help, CasinoGuru. Thank you very much.

Si, tengo acceso a mi cuenta.

No puedo compartir detalles del historial, ya que la plataforma carece de estos detalles, de hecho lo que pude hablar por el chat en linea es justamente esto, ellos me dicen que mi dinero proviene de ganancias de un bono sin deposito, que todas mis ganancias vienen de alli cuando no fue asi. Entonces les pido el historial de movimientos ya que en la plataforma no puedes verlo, y quedaron en mandarmelo por correo. Cosa que nunca sucedio, asi que envie un correo a soporte, pero obviamente tampoco me respondieron ese correo. Por eso acudo a CasinoGuru.

Lo que si puedo compartir es un pantallazo de mi historial de apuestas. El dia 24/02/2026 me pagaron a mi cuenta 1000 usd, no tengo un correo donde digan esto ya que tampoco informaron esta transaccion, solo tengo el aviso de mi exchange que me informa que recibi el dinero, nose si sirve como prueba ya que no es de BetBeast. A travez de cripto, mediante USDT me dieron el pago. Deje algo de saldo en mi cuenta para continuar jugando.

Y ese mismo 24 de Febrero, en adelante, hice mas apuestas con MI dinero real, les dejo captura:

como pueden ver, del 24/2 al 25/2 jugue con mi dinero REAL y obtuve algunas ganancias. Luego, tambien el 25/2 recibi una oferta de bonificacion, lo que se dice una apuesta gratis sin deposito de 10 dolares. Lo que acepte usar y tambien tuve ganancias, esas ganancias tenia que girarla una cierta cantidad de veces asi que segui jugando con ese "bono", Pueden ver en la imagen que la apuesta gratis y las apuestas que provienen de esas ganancias tienen un simbolo de "REGALO". Luego de cumplirlo eso paso a ser dinero real. Mas adelante esta misma oferta de bono sin deposito es decir apuesta gratis, vuelven a ofrecermelo y lo he aceptado aunque sin suerte ya que pierdo. Lo que intento mostrar con esto es que previamente a todas estas ofertas de apuesta gratis, yo tenia dinero real mio 100%.

Luego de todo esto, el 06 de Marzo de 2026 recibo un correo de parte de BetBeast, esto al querer retirar nuevamente algo de dinero, que me informa esto:

Luego de esto mi saldo se redujo de 490 a 20 dolares. Entiendo que las ganancias maximas que puedo obtener de un bono sin deposito son 20, dicen que estan en los terminos y condiciones, no lo he comprobado sinceramente porque no es el caso, pero supongamos que esta ok, lo comprendo. Ahora lo que no pueden hacer es quitarme todo el saldo que tenia que viene de antes de aceptar sus bonos sin deposito. Hay por lo menos casi 300 dolares que eran mios reales y tambien me los han quitado.

Luego pude hablar por chat y me dijeron que por correo me iban a mandar los movimientos que solo tenga paciencia. Obviamente tambien reclame por correo, pero esta respuesta nunca llego. No contestan los correos, solo podes hablar por chat en linea, pero no te ayudan ya que te derivan al correo y te piden paciencia. Y cabe aclarar que por chat solo me dicen que todas mis ganancias provienen de bono sin dpeosito y por eso pido el registro de movimientos, y no me lo dan. Porque, como ven en la primer imagen, antes de aceptar su bono sin deposito, yo tenia saldo real, saldo real que tambien me quitaron. Agradezco su participacion y su ayuda CasinoGuru. Muchas gracias

Edited

Automatic translation:

Public

Tomas

Complaint Specialist

Public

2 months ago

Thanks for your reply and your patience in the matter.

Do you have access to your bonus history?

Could you please share which bonuses you accepted since February 9th?

Thanks in advance for your reply.

Public

catarrin

Bronze

Argentina

Public

2 months ago

Original

Translation

Yes, it appears like that.

file

The "PB Altenar AWARD BONUS" refers to when I meet the bonus requirements. The first bonus I received was when I withdrew some of my real money and kept some to continue playing. Then came the $15 and $10 no-deposit bonus offers, which I lost, except for the one on February 26th. I won a bet using a $10 no-deposit bonus and reached almost $115 with that bonus. However, they didn't withdraw the winnings from that bonus; they withheld all my real money along with those winnings.

Automatic translation:

Public

Tomas

Complaint Specialist

Public

2 months ago

Hello catarrin,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Public

Tomas

Complaint Specialist

Public

2 months ago

Thanks for your patience.

I went over the information again. It seems the casino considered the money accrued on and before 15 February (the welcome bonus) as bonus money, even after you withdrew winnings and continued to play.

You considered this money to be real.

Could you please specify how much you deposited in order to play the first deposit bonus?
Do I understand correctly that despite requesting payouts on multiple occasions, each time you reversed the request and continued to play?

Looking forward to your reply.

Public

catarrin

Bronze

Argentina

Public

2 months ago

Original

Translation

My first deposit was $200, if I remember correctly. Keep in mind that it's been a while, and as I mentioned before, the platform doesn't allow you to accurately review your transaction history. They said they would send it by email, but they never did. Anyway, it's not relevant, since my first deposit, along with the welcome bonus, was used, and as I also said before, I successfully withdrew some of my money, but I left a balance on the platform to continue playing. The first deposit bonus had already been successfully used; I managed to convert it into real money, and they paid me. I wanted to leave some of my real money balance to keep playing. Then some low-value no-deposit bonus offers started arriving, which I accepted, and that's where my problems began. My real money balance ended up mixed with the winnings from one of the no-deposit bonuses they offered me, and when they clarified that I could only convert up to $20 from a no-deposit bonus into real money, they took my entire balance, not just the winnings from that no-deposit bonus.

I want to clarify that I had a successful withdrawal, but after continuing to play with my real money balance, which I had set aside to play with and mix with the no-deposit bonuses offered, they took everything. The problem is that they took my entire remaining balance, not just the winnings from the no-deposit bonus. Does that make sense?

My complaint isn't about losing the winnings I earned from the no-deposit bonus, as I understand that it could have been my fault for not reading the terms of the bonus correctly. Rather, my complaint is that they took my entire real balance that I had before accepting the no-deposit bonus, along with any winnings from it.

Automatic translation:

Public

Tomas

Complaint Specialist

Public

2 months ago

Hello catarrin,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Public

Tomas

Complaint Specialist

Public

1 month ago

Thanks for your patience. I understand the constant delay must be exhausting. I am truly sorry. Based on the conclusion I was provided by the casino, at the moment you were provided with the $10, no real money balance was on your account, contradicting your assertion that the money was 'real'. In the records the casino provided to me for review, there is no balance designated as 'real', however, there is 'bonus balance' and 'bonus amount released'.

Please note, we believe the bonus conditions should end with the wagering of the bonus being complete. This simple principle, however, is difficult to apply in practice, which we recognize. If there is a leftover bonus balance that wasn't removed, for example, as a result of max cashout rules not yet being reflected on the balance, the player might gain an unfair advantage by playing with money they shouldn't have access to.

Based on the casino's explanations and records, I wasn't able to conclude whether the amount you were playing with before accepting the most recent bonus was all eligible for payout. This conundrum will have a direct impact on whether we can ask the casino to pay you the $490 that was removed. Please allow me some more time to find out.

Public

catarrin

Bronze

Argentina

Public

1 month ago

Original

Translation

The casino isn't being honest, since I didn't withdraw my entire available balance. I had over 1000 and withdrew that amount, leaving some to continue playing. Then I accepted a no-deposit bonus, which was a big mistake because when I won, it ended up being mixed with my real money balance. But it's neither ethical nor fair for them to take all the money I had previously lost, which was already real money. It's also unethical and unfair for a casino to operate this way and tell you privately that when you accepted the no-deposit bonus, you no longer had any real money, because there's no way to verify it since the casino platform lacks these services. It ends up being very unreliable and untrustworthy. I previously showed screenshots and all the information I have available, since not everything is detailed, nor are all the transactions that should be shown in my account, and they didn't send me anything by email. That's the casino's problem. But I stand by everything I've stated and explained. They took not only my bonus winnings but also my real money balance. It would be good if, after at least two months, the casino gave a minimal explanation of what happened, and I should also request one. Although I appreciate everything you're doing for my case and your attention, two months have passed with responses every seven days, and the casino has never responded. I consider this disrespectful and unprofessional, since not only do they not let me see all the details of my own account, but they also deny what happened privately instead of addressing the issue in this thread. Thank you very much.

Automatic translation:

Public

Tomas

Complaint Specialist

Public

1 month ago

Thanks for your patience.

I went over the records the casino provided and your bonus history. It appears the money you continued to play with ultimately weren't real money, but uncapped released bonus. Sadly you gained an advantage using the money that ultimately didn't belong to you and would be removed upon withdrawal, which means the casino was justified capping the amount at 20 dollars following your redemption of the no-deposit bonus. Consequently we won't be able to ask the casino to pay you more and the complaint will be closed.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

BetBeast Casino - Player’s account funds are unjustly reduced.

Unjustified complaint

Amount: $470

Case summary