Beteum Casino - Player’s account has been permanently closed.

My account has been permanently closed by the casino after I confirmed the KYC verifications. In January, I won 2500 euros at this Beteum casino. At that time, I didn't have to do the KYC process yet, but I was able to withdraw 500 euros every day. I got 2000 euros taken out and with the remaining 500 euros I played slots. I bought about 5 bonuses in total from Punk Toilet and won 4000 euros from one. After this win, I had 5000 euros at the casino. Right after this win, I got the KYC process and I fought with it for about 3 weeks when they didn't accept the address at first. Well, then all the documents were accepted, i.e. proof of address, account information for the last 3 months, identity and a picture of myself. The next day I went to withdraw 500 euros and there was a red mark on my account that "Additional verification" was missing. It didn't even say what verification it meant. I asked customer service what they meant by this and one of the employees said that additional information about the proof of address and the other said account information from 15.12-13.1, if I remember correctly. Otherwise, the live chat was pretty roundabout in my opinion and delayed this KYC process as long as possible. Well, then I got the account information from the current account and the savings account when they wanted. If I remember correctly, it took a total of 6 days to check. Then when they had checked, I received a notification in my email that your account has been permanently closed by the casino. A picture of this email is attached. The email said that my account has been closed under points 9.1 and 9.3. And in addition, point 9.3 is being investigated, because there are indications that I used a strategy, betting model, software, system error, or something similar. I also sent them an email application to get my account opened. There was no response to the email. I went to the casino in question through a streamer. The streamer himself was also amazed and investigated the matter and now at the beginning of this month it turned out that he could do nothing. The streamer said that he had only received a response from them that they were appealing against the rules and that their decision was final. He recommended contacting another party. I have also read about this casino in question and few people have anything good to say. Attached are pictures of why my account was closed and what the streamer was told. I can swear that I have not done anything fraudulent and have not broken any rules. And they have not given any justification or evidence for this. In my opinion, it would be good to investigate this matter thoroughly because in my opinion I have not done anything wrong and it would be nice to have peace of mind and an explanation if I have really broken any rules.

Dear Janihoo,

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

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

• Could you please advise how long you have been a player of the casino and when exactly was your account blocked?
• Did you achieve your current balance with the help of a bonus?
• The screenshot you submitted seems to imply there was an exchange of money between players. Could you please comment on these accusations?
• Have you submitted a bank statement during the verification process?

Are there any other players you know who play in the casino

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

Best regards,

Tomas

Hello Tomas

I received my first email from Beteum on December 13th. I have been a Beteum user since last year and have deposited there at least a couple of times. My account was blocked on February 3rd, 2025 when I received the email. After that, I have not been able to discuss the matter with them in any way. I had no bonus when I played slots. I did not accept any offer, it was a raw deposit. Yes, the screenshot says that they are blaming that, but they also say that on March 9th, I cheated on slots somehow. The streamer asked them about it and they accused me of using some strategy or system error to play. And they also blamed money transfers between players. The bank statement clearly shows that no money has been sent to me during that deposit and I have not transferred any of the winnings to anyone. Everyone who has transferred money to me has been of legal age. I sell CS2 Skins myself and buy them, so I have a lot of transfers and other personal payments on my bank statement. The bank statement clearly shows that even if someone had transferred money to me, it hasn't gone to the casino and I haven't given any of the winnings to anyone. And when I've won money from casinos, I use it for whatever I want. I've lent money to people, I've been lent money, I've bought and sold CS2 skins, personal payments and whatnot. And every single one of them is an adult. I don't really understand how you can make such a decision based on a bank statement that someone has given me money and it hasn't even gone to the casino in question. And I sent them a bank statement as soon as they asked for it for three months and it was accepted. After that, they also wanted more information and I sent bank statements from the current account and savings account for about a month. And there are no other players who play at that casino in my family if that's what you mean by that question. And I also want to say that when I told about this matter on the streamer's discord, a couple of other people also had their accounts locked or had other difficulties. And the streamer in question has also removed the Beteum site from his affiliate list.

Kind regards, Jani ****

Thanks for your reply.

If there is any supplementary communication between you and the casino regarding any accusations against you, please forward it to my email at tomas@casino.guru

I apologize for the inconvenience.

Well, there really isn't any other communication between me and the casino than the ones I've already sent. Of course, there are dozens of live chats where the transcripts are probably somewhere, but since I can't even log into my account, I can't look at them. In the live chat, I always asked for help and clarifications, but they talked about pretty strange things, for example, when I received an "additional confirmation" when I confirmed everything, one person said that I had to provide additional information about the address and the other about the account information. I also asked there that my account can't be locked during confirmation and they said that it can't. Have you had any contact with the casino?

Kind regards, Jani

Now they replied to the account lock on Gmail which I sent on February 6th, almost 2 months late, I sent you an email with a picture of what they replied.

Thank you very much, Janihoo, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Janihoo,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Beteum Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Janihoo,

Thank you for the patience.

Please be aware that your account has been closed in accordance with our terms and conditions and can not be reopened.

We appreciate your understanding.

9.1 - The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others

9.4 - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you

I hope this clarify the situation.

Thank you for understanding.

Best Regards,

Beteum Team

Dear Beteum Casino,

Thank you for providing us with your terms and conditions. However, it does not explain precisely what the player did that made you block his account. Could you inform us about this in more detail?

So if I understand correctly, you suspect me of playing with other people's money and that I have somehow committed fraud, illegal or inappropriate activity. I have sent you all the files related to the KYC verification. You approved the bank statement first, and then the next day you wanted more information. Well, I sent you the account information from the current account and savings account again. Everyone who has transferred money to me has been of legal age and those to whom I have transferred money are also of legal age. I know that I have a lot of bank transfers, but when you check them a little, there is nothing suspicious in them, I sell and buy CS2 items, pay bills, deposit a lot of money to casinos and there are quite normal transfers between people that are not suspicious in any way. I was able to withdraw €2000 from your casino and then I played with the last €500 and won more, which is why you wanted these KYC verifications. The bank statement shows that when I received withdrawals from you, I did not send them to one person, but some have remained in my account, I have paid bills or bought something. And as for that fraud accusation, I would like a little more detail about what I have done? My game history shows that I play slots in a completely normal way. As far as I remember, I did not even go to any betting or table games. And if I cheated, wouldn't my deposits be much bigger? The bank statement certainly shows how many thousands of euros I have lost to casinos. In my opinion, it is absurd that a casino can just close an account and not pay out any kind of evidence. I understand that sometimes checks and such have to be done, but accusing a player directly without any kind of evidence is absurd. I hope you will investigate this matter further and notice that I have not done anything wrong or illegal, but have played normally. And when I won money from this casino, I immediately reported it to the tax authorities because I am a completely honest casino player. But now that it took so long to verify the KYC, I had to report it again when the due dates were approaching and you finally locked my account, so I had to report it there that I would not receive my winnings. This streamer who advertised this Beteum casino has also removed their casino from his lists because of only bad experiences with a bunch of them. I hear that the difficulties start immediately when you win big and this KYC process comes. I understand that the KYC process takes up to 2 weeks, but it took me almost a month because you always rejected everything, and then when you approved everything and asked for more, you finally closed my account.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

Kindly be advised to check the information we provided to your email regarding this case.

Thank you and have a great day.

Best Regards,

Beteum Casino

Dear Beteum Casino,

I can confirm that I have received your email, however, it did not contain any concrete evidence that would support your claims, only assumptions. I am asking you once again to provide me with any screenshots or files that would clearly prove your point. Otherwise, if this complaint isn't resolved, I will be forced to close it due to insufficient evidence from your side.

Please let me know how you wish to proceed.

Casinos can't just close a player's account and steal winnings based on assumptions. I understand that everyone can make mistakes, and even casinos can when they look at situations. I ask the casino to review the situation again and correct its mistakes. It's not very fair to accuse without evidence and not pay out winnings. This way the casino is handling this matter doesn't help the casino grow in any way. I would also be more enthusiastic about the casinos of that company if players were treated fairly. I would like the casino to pay me the remaining amount that was in the account and even keep my account locked if they want to. As for those accusations, in my opinion I have not violated them in any way and when they are accused, the evidence should also be provided.

Dear Michal,

Kindly be advised to check the information we provided to your email regarding this case.

Thank you and have a great day.

Best Regards,

Beteum Casino

Dear Janihoo,

In the evidence I was able to review, some transactions connected your account with other players. In other words, there were transactions between you and other players on the same platform, which directly violates the casino's terms and conditions. Are you aware of this happening?

I just looked at my own account information from the time I deposited at that casino, and on the same day no one has given me money, and it shows clearly that I have deposited many times in a row at casinos when I have lost everything. In January, there are a lot of transfers on my account, as you can see, such as paying bills, buying/selling CS2 skins, and other transfers between family/friends that I have lent them. At the time of the deposit, I have a couple of transfers to a friend when I have lent him €200. Then there is when a CS2 skin has been bought from me, and a lot of deposits to different casinos and CS2 sites. The account information shows that when I have received €500 every day from this casino, I have not sent it to anyone. Have the withdrawals that I have withdrawn gone back to the casino or to pay other payments? And then when you say "In other words, there were transactions between you and other players on the same platform". This could be the case, my friend and I gambled a lot at that time and he had also deposited at that casino at some point, but is that forbidden? I have not used anyone's money for my gambling. I would like you to clarify for me those transfers that "connect my account with other players" because there may be a very simple explanation for those transfers. Can't you just conclude that I have had a couple of transfers in the past few days that I was playing with other people's money? When I myself don't really understand, those amounts don't match my deposits and withdrawals when I have sent money to someone.

On top of that, I find it strange that I was asked for 3 months of bank statements when my account was confirmed. In other places where I have played, they have asked for a maximum of 90 days old bank statement showing the deposit to the casino. If I have not been asked for a Source of Wealth statement, then no casino has the right to even see my leisure transfers, but only the deposit made to the casino, because personal transfers fall under privacy protection. I think I have never been asked for this Source of Wealth statement. It is also strange that my leisure transfers would somehow affect my playing, when even the amount sent by a friend does not match the deposit I made to the casino before he transferred me money. Of course, word gets around in the circle of friends and casinos are suggested and many play on the same sites, but everyone has their own personal gaming account where they play and use their own money to play. I think you have made a miscalculation and when you examine the situation more carefully, you will notice that I have been telling the truth all along. The free time transfers to friends and others are in no way related to my own gaming. I sell a lot of "video game stuff", i.e. Counter Strike 2 game stuff, so that is why you see a lot of different transfers. I hope you will look at the situation more closely before jumping to conclusions. Mistakes happen to everyone, but morality is most important and clarify things thoroughly before making assumptions.

If you have any water-proof proof, could you please email it to me?

Dear Janihoo,

I apologize for the late reply. I will be discussing this case with my colleagues, and I will let you know as soon as there are any new developments. Your patience is greatly appreciated.

Dear Janihoo,

Unfortunately, I have to inform you that I can not help you in this case. The evidence that I was able to review shows that you and multiple other players have made transactions among yourselves, which directly breaches the casino's terms and conditions regarding AML. When playing at a casino, it is imperative to play with your funds only. Any indication of 3rd party funds is strictly prohibited. Moreover, if these funds come from other players on the same platform.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.