Beteum Casino - Player’s withdrawal has been delayed.

I would like to file a complaint regarding Betum Casino, as they have been withholding my withdrawal for an unreasonable amount of time despite me fully complying with all verification requirements.

The casino requested identity verification, which I completed successfully. I submitted my ID document, utility bills, and even completed a live selfie verification directly through their website. I also answered and clarified every question they had regarding my identity. After all this, they confirmed that my documents and explanations were accepted and everything was in order.

However, despite this, they still have not processed my payment.

Recently, I contacted them again asking for an update, and they simply told me to check the verification section of my account because there should supposedly be a new request there. I checked carefully, and there is absolutely nothing new requested on my account.

At this point, it feels like they are deliberately delaying the process and avoiding payment without providing any valid reason. They have been holding almost €1,000 of my funds since March, and we are now in May with no resolution and no payment received.

I would really appreciate it if Casino Guru could help mediate this issue, because the casino does not seem willing to resolve the matter fairly or reasonably.

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Dear alexaotam,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please confirmt he date when you requested the withdrawal and when addditional documents were required?
• Could you please clarify when did you submit the verification documents?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Petra