Beteum Casino - Player’s withdrawal is delayed due to KYC issues.

Good night,

I don't know exactly how long I've been doing this, but it will definitely be more than 2-3 months before I retire.

They restricted me at the casino (they wouldn't let me bet) and I started withdrawing €500 at a time without any problems. Everything was fine until the last €500, which they asked me to complete KYC for. I uploaded the documents within a few hours (more than two months ago). Since then, all they do is ask me for the same documents again: a selfie and a virtual card. I've uploaded the documents two or three times already. The verification process takes two or three weeks (I log into my account and it says they're under review), and then one day I log in again and it asks me to upload the same documents. This has happened to me two or three times now. It's a disgrace.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? 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 to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Good morning,

I've already provided my ID, a selfie, and a photo of my card—everything they've asked for. The problem is, I provide it, and then they ask for the exact same documents again, which I've already given them. They've done this two or three times now, and I've been dealing with this for about two months. It's infuriating.

The last time I provided it was about 2-3 weeks ago, and yesterday I logged in and saw that they were asking me for the same thing again, so I decided to file a complaint. I will provide everything as soon as possible and in the correct format.

Thank you for your response. Could you please forward the documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear Alvaro1369,

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.

Good night,

Sorry for the delay in responding, I've been away on my travels. I've attached pictures of everything you requested:

I have attached what they requested, then I attached the corresponding photos, and finally the proof that it has been uploaded and is "under review".

Regarding the photo of the card, please note that it is a screenshot, as it is a virtual card, and as specified in the last point, taking a screenshot is permitted for virtual cards.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Alvaro1369,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Beteum Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Beteum Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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 all,

Thank you for your cooperation during the verification process.

To finalize the review of your account, we are still waiting for the following documentation:

• A clear photo (front and back) of card 456933******9593.
• Proof of Ownership: An official document (such as a bank statement or digital banking screenshot) clearly showing your name as the cardholder.

Please ensure all details are clearly visible and that the files are uploaded in high resolution. Once these are received, we will proceed with the finalization of your account status immediately.

Best regards,

Beteum Casino Team.

Hello everyone,

Dear Beteum Casino, thank you for the clarification.

Dear Alvaro1369, the casino has specified the remaining documents required to complete the verification. Please provide the requested items (card photo and proof of ownership), and let me know once you have submitted them so we can proceed further.

I will now wait for the next update.

Dear Alvaro1369,

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.

Good night,

It's a virtual card, so as you indicate on your website, I'm attaching a screenshot since it's allowed (I'm attaching the image of the virtual card and the screenshot from your website).

-Attached is a screenshot clearly showing my name as the cardholder

Hello everyone,

thank you for the update and for providing the requested documents.

Dear Beteum Casino,

could you please clarify whether the submitted screenshots of the virtual card and proof of ownership are sufficient for completing the KYC verification? If anything is still unclear or missing, could you advise the player on how this can be properly provided?

If possible, would it be acceptable for the player to also send the same documents directly via email to the relevant verification/KYC department for a clearer and higher-quality review? If yes, please confirm the correct email address or process.

Dear Alvaro1369,

thank you for providing the documents. I see the concern regarding the quality of the screenshots. To make sure everything is clearly readable and properly verified, I may also ask you to send the same documents to my email at samuel.s@casino.guru so I can review them more clearly during the assessment.

I will now wait for the casino’s response on whether this documentation is sufficient or if anything else is needed.

Thank you both for your cooperation.

Dear Alvaro1369,

Thank you for the reply.

In order for us to check the documents you have shared and resolve the case, please email your files directly to our team at complaints@beteum.com.

As soon as we receive these files, our team will immediately review your case and provide an update.

Best regards,

Beteum Casino Team.

Hello everyone,

thank you for the update.

Dear Beteum Casino,

thank you for confirming the process and for providing the email address for the document review.

Dear Alvaro1369,

please send the requested files directly to complaints@beteum.com as requested by the casino and let us know once this has been done. This should allow the casino to review the documents in full quality and move the verification process forward.

I will then wait for the next update from both sides.

Dear Samuel,

We are writing to provide a quick update regarding this case.

We are currently awaiting the requested verification documents to be submitted. As soon as these files are received, we will immediately proceed with checking the account and finalizing the review.

Thank you for your cooperation.

Best regards,

Beteum Casino Team.

Hello everyone,

thank you, Beteum Casino, for the update and the information provided.

Dear Alvaro1369,

please proceed with sending the requested documents as requested by the casino, and kindly confirm here once you have done so. This will ensure the casino can review everything properly and continue with the verification process without delays.

I will wait for your confirmation and the casino’s next update.

Thank you both for your cooperation.

Good morning,

They are already sending the documents to the indicated email address.

Dear Alvaro1369, dear Beteum Casino,

thank you both for the updates.

At this stage, I kindly ask Beteum Casino to review the submitted documents as soon as they are received and to inform us once the verification has been completed or if anything further is still required.

I will wait for your next update regarding the progress of the account review.

Thank you both for your cooperation.

Dear Alvaro1369,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Beteum Casino Team.

Hello everyone,

thank you, Beteum Casino, for the update and for confirming that the matter has been forwarded to the relevant department for further review.

Dear Alvaro1369,

thank you for your cooperation so far. For now, please allow the casino some additional time to complete the verification process. I will keep monitoring the situation and update you as soon as there is any relevant development in the case.

I will now wait for the next update from the casino.

Thank you both for your cooperation.