Beteum Casino - Player's withdrawal is delayed and blocked.

I made a withdrawal 3.3.2025, I contacted casino several times, they always told me to wait longer.

About 2 week later I got the kyc which I completed about 10 days ago. I write them via live chat and email every day but get pretty much the same answer every time. Wait longer.

In my withdrawal tab I see that my withdrawals are blocked(restricted by operater, and when I ask support about that they mostly tell me my withdrawal is being normally processed. But about 5 times the operator told me they have to verify my account.

Hello Davidjan112,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Beteum Casino. Please allow me to ask you a few more question before we would move forward.

• Is your account verified after all?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Im not sure if my account is verified or not, because when I ask the support sometimes they write it is and that they are processing the withdrawal but 2 times they wrote me that the financial departments is making some verification. I wrote them today and I was told my verification is almost done...

I deposited 220chf and got 220chf welcome bonus. U did the required wager and the bonus money were released as real money.

I write with them everyday and I always ask them abotu the verification and withdrawal progress. But many times they just write me to wait more and sometimes they redirect me to their support email, which I have also contacted several times but they give me pretty much the same answer.

Thanks for your patience.

Best regards

David Ja*****

Hello Davidjan112,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Hi Nick,

I just sent you about 13 emails live chat transcriptions and email answers from their support first communication I saved was 31.3. sorry for the ammount of emails but I try to save as much as I can.

Unfortunatelly it basically all says the same thing that they are activly working on my withdrawal, which doesnt seem to be the case since Im waiting more than 40 days now.

I hope we can get them to make some action.

Thanks for your patience with this case and I wish you a nice day.

Best regards

David J****

Thank you Davidjan112 for all the information provided. I will now forward your complaint to my colleague Matej (matej.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Davidjan112, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Beteum Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Dear Davidjan112,

We kindly would like to apologize for any inconvenience and delay. Please be assured that your request and case has been forwarded and is currently under review.

We will provide you with detailed information in the nearest time. We deeply apologize for the waiting time and thank you for your understanding and patience.

Kind regards,

Beteum Casino Casino Team

Thank you for the quick response, Beteum Casino Casino Team, much appreciated. Please, let us know as soon as you have the details available, so we can move this complaint towards the successful resolution. Thank you.

Hello Matej

I just recieved an email, that my account was closed and my winnings have been deducted.

[attachment redacted by CG]

Im not happy with that and would like to take further action.

Best regards

Dabid

Dear Davidjan112,

We understand that this may be disappointing for you.

We would kindly ask you to check your Emails, where we provided you further information regarding your reopening request.

We hope this will clarify for you the case.

Thank you for your cooperation.

Kind regards,

Beteum Casino Casino Team

As I have not been CCed into any of the e-mails, could you please either re-send it to me at matej.l@casino.guru or at least give me a quick rundown here?

Also, Davidjan112, maybe it is just bad Google translation but it seems like you have uploaded different document in your last post, instead of the casino e-mail regarding the account closure? If the account has been closed and the whole balance voided, there must be a good reason behind it, otherwise it needs to be returned.

Dear Matej,

We would kindly inform you, that we resend the email and CCed you.

Kind regards,

Beteum Casino Casino Team

Hi,

sorry for the inconvenience. Here I send the correct documents.

Best regards

David

Thank you. I have deleted the original attachment from the previous post, as it contained a lot of personal information that was not relevant to the case.

Dear Beteum Casino Team, I have not yet received any e-mail from you. However, I have seen the account closure message from the player's attachment. Therefore, could you message me the reason for the account closure, please? Point 9.1 in your Terms & conditions contains many possible reasons. Most of them we would consider reasonable, but there are few that in certain cases we believe do not warrant the voiding of the balance. I will wait for your message and we'll go from there.

Dear Matej,

The relevant department was informed to specify the reason of closure and voided balance. Once we gather all information we will forward the details to you and the player.

Thank you for your patience and cooperation.

Kind regards,

Beteum Casino Casino Team

Thank you very much, Beteum Casino Casino Team. We will wait for the reply and take it from there.

Dear Matej and Davidjan112,

We would kindly like to ask you to check your emails. We Provided you with the detailed information about the closure of your account and voidance of your balance.

We hope this helps to clarify the case.

If you have further questions, please don't hesitate to contact us.

Kind regards,

Beteum Casino Casino Team

Dear Beteum Casino Casino Team, I have not received any message. Have you send it to matej.l@casino.guru? Or can you tell me what e-mail have you sent it from, so I can check my mailbox, please?

Hi Matej, I just sent you copy of the email I recieved.

Dear Matej ,

We just resend the email again, please confirm, once you received it.

Kind regards,

Beteum Casino Casino Team

Thank you for the messages, I can confirm I have received them now from both sides. :)

Dear Beteum Casino Casino Team, could you please e-mail me the evidence of the term breach, please?

Dear Davidjan112, do you have any evidence to disprove the casino's statement, that you can provide - either here or by e-mail?

Hi Matej,

I got those money from my friend thats true but they were my money which, I borrowed him before I created the account myself, did all wager and verification. I dont see any reason for my account closure.

Best regards

David

Dear Matej ,

We would kindly ask you, as the costumer already confirmed the breach, do you still need the proof send to you?

We are waiting for your reply.

Than k you for your cooperation.

Kind regards,

Beteum Casino Casino Team

Dear Beteum Casino Casino Team, please do send me the evidence via e-mail. Unfortunately, this is quite a situation that can be seen as valid from both parties, so if you have any proof that would suggest money laundering, third party payment or any other issue, please send it to me at matej.l@casino.guru. Thank you.

Dear Matej ,

Thank you for your reply,

We forwarded the request of further proof to the relevant department and will inform you as soon as possible with further updates.

Thank you for your patience and understanding.

Kind regards,

Beteum Casino Casino Team

Dear Matej ,

After consulting with the relevant department, we would like to confirm that the proof of third party payment is visible on the bank statement transaction history, that was provided by the player.

Big funds were received on the 30.10.2025 from a third party and then distributed as deposits across all Projects.

As these documents are players personal details, we are not able to provide these, but would like to ask Davidjan112 to send them to you.

Thank you for your patience and understanding.

Kind regards,

Beteum Casino Casino Team

Dear Davidjan112 , could you please send me the above mentioned statement on matej.l@casino.guru, please? Thank you.

Hi Matej,

I can confirm that I recieved funds from my friend, but they were not manipulated by anybody, but me. I got those money from my friend and they were not part of any project. I borrowed him this money and he send them back to me. I dont see any reason for my account restriction and would like to reopen my account or send me the money on my withdrawal method.

Thanks for your understanding.

Best regards

David

Dear David, without the said bank statement I won't be able to confirm your claim. Would you be able to send it to me at matej.l@casino.guru, please?

Hi Matej, I just sent you all the required documents.

Best regards

David

Dear David, thank you for the provided bank statement.

Unfortunately, after checking the details, I have come to the same conclusion. Since it is practically impossible to prove the money received were legally yours - and you have deposited nearly all of them on the same day - I believe Beteum Casino took the safest option and was not risking involvement in potential money laundering. The casinos overall are closely watched by the government financial organisations for any kind of issues, and the repercussions and fines for letting anything slip by are huge. Therefore any finances received by the third parties are always stated in the terms & conditions as prohibited to use for gambling, and warrant account closure and voiding of the balance. This way casinos keep themselves safe from attempts by organised crime and criminal activities. I am not saying you were attempting fraud, just trying to explain what happened, and why the casino closed the account and voided the balance.

Due to the aforementioned reasons, this complaint will now be 'rejected'. Thank you for your understanding, and I am very sorry we could not be of more help on this occasion.