BetBeast Casino - Player’s account has been closed and funds are delayed.

Casino deleted my account after i tried to withdraw. After that i contacted live chat and they told to pay me the withdrawal amount. After that they sent an email to me asking for my bank details to pay me the missing 250 euros. I sent them my bank details (IBAN, etc) but they still have not paid the amount to me. This is scetchy from top to bottom.

Dear emeeme,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?

Did you accumulate your winnings with or without a bonus?

Could you kindly specify when exactly the casino sent you an email requesting your bank details? Have you received any response when you replied to them?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear emeeme,

I hope you're doing well. I represent BetBeast and I've personally looked into your case.

First and foremost, please note that your account was closed as per decision from AntiFraud. I cannot give the reason why as this decision was made on actions on a different brand under Softswiss to which I have no access. Hence AntiFraud have decided to block any accounts of your on all casinos under their control.

Secondly, please find below the email that was sent to you by the payments department.

We would like to ask you to upload the following documents into your profile ("Verification" tab):

1) Proof of ID. It must reflect:

-your photo

-your name

-your date of birth

-expiration date of the document

Examples: ID, passport, driver's license.

Note that scans and screenshots of the photos are not accepted.

2) Proof of address. It must be no older than 90 days and reflect:

-your name

-address, stated in the profile

-issuance date of the document

Examples: utility bill, bank statement.

3) Proof of payment method(s). It must reflect:

Kindly ask you to upload a screenshot of the Skrill account used for deposits with your Name and E-mail visible

Kindly ask you to upload a bank statement/screenshot with proof of your deposit made on 2024-10-20 11:42:06 TZ UTC (200 EUR). Proof of deposit must reflect: -the amount -date -merchant's name -sender's name + IBAN on one declaration.

You have verified your address and payment but have failed to verify your identity. You only uploaded the back side of your driver's licence and the team has requested a photo of the front side. Once a proper front photo of your driver's licence is uploaded, the account can be fully verified and the withdrawal can be processed.

This is not sketchy at all as you pointed out. As per regulations, we need to fully verify the players before money can be sent. Please upload the front photo and notify me via the forum or via email on [email protected]. I will still place an update here once the account is verified.

We work with full transparency, we appreciate you are concerned about your money and I guarantee you that I will personally look into getting the withdrawal processed asap once you are verified but please make sure to always check your emails before accusing a casino of being sketchy.

Best Regards

BetBeast VIP

Dear emeeme,

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.

Hi Betbeast. I can't upload the above mentioned documents to my profile because my account has been deleted and I can't login to it…..

Dear emeeme,

Have you at least submitted your ID to the email [email protected] as suggested by the casino representative?

Hi,

Sorry didn't receive a notification with your reply. You can send me the docs on [email protected] and I can push them forward for verification or else you can reach out directly to [email protected]

I suggest you send them to me on [email protected] as I can follow up and keep you in the loop

Hi Veronika,

I sent the player another email to send me the docs directly so I can overlook the matter myself and make the process as fast as possible.

Hi, of course I can send the documents, but I don't understand what it is about when you asked for my account number in the first place so that you could send the money to me….

Even though the account was closed as per decision from the AntiFraud team, we still honor the wins our players got fairly. Due to rules and license regulations, a full verification must be done before the money can be sent.

There are rules we need to follow as a casino. The team will need your IBAN to process the withdrawal, so please provide the remaining document which is the front side of your ID, so I can get your account fully verified and proceed to send you the money

Dear emeeme,

Have you provided all the documents requested by the casino representative? Please understand that the sooner you start cooperating with the casino, the sooner your case will be processed. Thank you for your patience and understanding.

Hi, I haven't submitted them. I don't understand why they need to be submitted now when they weren't needed in the first place. This seems suspicious.

Before a casino can process a first withdrawal request, players are required to complete a verification process. This is a standard procedure designed to ensure that the winnings are paid out to the rightful owner of the casino account.

Please understand that if you fail to submit the requested documents for verification, we will not be able to assist you further, and your complaint will have to be rejected.

Thank you for your understanding and cooperation.

Hello, I have now submitted the requested documents.

Hi Veronika just to confirm the ID was sent to the verification team. I’ll handle it from here to get the withdrawal processed once account is approved

Dear BetBeast Casino Representative,

Thank you for keeping me updated. Could you please provide an update regarding the progress of the player's case? Your assistance in resolving this matter is greatly appreciated.

Looking forward to your response.

Let me ask and let you know. I informed the team to proceed and process the withdrawal on the 24th.

I’ll get back to you soon

Just got an update from the finance team. I was informed the matter has been escalated to give it top priority. Given the holiday season, things might be slower but I asked for an ETA so I know when I can chase further if they delay it.

Including the reply I received:

"I can't tell for sure, but has to be resolved on Monday, I will ask the team to check, and escalate again if necessary. But it may take longer for the refund to be transferred by the provider (and bank) because of the end of the year, so we can't promise anything, unfortunately"

I’ll keep my eye on it as well.

Hi just wanted to update that we're waiting for the PSP team to process the withdrawal. Everything else has been confirmed, so just the last step left. Hopefully they process it soon as sometimes they tend to be rather slow based on how many requests they have before ours.

Thank you for keeping me updated.

Dear emeeme,

Please let me know when you receive your winnings.

Hi all, the withdrawal has been successfully processed.

Dear emeeme,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.