The player from Chile faces ongoing issues withdrawing $350,000 from Beteum online casino. Her initial withdrawal request was rejected due to a technical problem, and the funds were reversed back into her account without consent. She has received repetitive excuses from customer service without any concrete solutions or timelines.
Beteum Casino - Player’s withdrawal request is delayed.
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1d 23h 3m 16s
Beteum Casino
Safety Index:Above averageCase summary
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1 month ago
Translation
I wish to file a formal complaint against the Beteum online casino, due to repeated problems and a lack of concrete solutions in the process of withdrawing my funds.
I've been an active user of the platform for about a year, during which time I've made multiple deposits and bets. However, over a month ago I requested a withdrawal of $350,000, and it hasn't been processed yet.
This request was initially rejected, citing a supposed technical problem related to my geographic location. Subsequently, without my consent, the amount was reversed and credited back to my gaming account, implicitly encouraging me to continue betting, even though my intention was to make a withdrawal.
Since then, I've faced a series of problems, evasive answers, and repeated excuses from customer service. On multiple occasions, I've received the same standard response, stating that the case was "escalated to senior management" and that they are in contact with payment providers to resolve the situation, without any concrete solution or clear timeframe to date.
This situation has been extremely frustrating and exhausting, generating a clear lack of trust in the platform and its procedures.
Therefore, I request your help.
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1 month ago
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.
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1 month ago
Dear Patusan,
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.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
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1 month ago
TranslationDear Petra, I hope this message finds you well. I am writing to answer your questions.
Yes, I have made some successful withdrawals before.
Indeed, the KYC verification was successfully completed months ago.
The profit came from a deposit of my own funds; I wasn't using any bonus.
Thank you in advance.
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1 month ago
Thank you for your reply and for providing the previous details, Patusan.
- Can you provide any specific details about the technical problem that was cited for the rejection of your withdrawal?
- Could you please clarify the exact date when you requested the withdrawal?
- Could you let us know when you made your last successful withdrawal and how long it took to be processed?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
Thank you again for your cooperation.
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1 month ago
TranslationHi Petra, I'm answering your questions:
I made a withdrawal on March 5, 2026. A few days later, I received an email informing me that due to a technical problem, the withdrawal hadn't been processed (I don't know what the technical problem was, but it lasted for several days). After a few days, the amount reappeared in my account, but I couldn't make another withdrawal. The platform wouldn't let me, and the only option was to play the entire amount, which I didn't want to do. After contacting support several times, they told me they would make a manual transfer, which was carried out on March 17 (the date the amount disappeared from the platform), but it has never arrived in my bank account.
-Yesterday, April 12, 2026, I made a withdrawal, and it was successfully completed on the same day.
-I have always used the same withdrawal method, to my bank account.
I will be attentive to any updates.
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1 month ago
Thank you for your reply and for providing the previous details, Patusan.
- Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
- Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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1 month ago
TranslationDear Petra, along with sending my greetings, I am attaching what you requested:
So far, I haven't received any information from Beteum. I wrote to them on Friday to request an update, and they replied with a generic email that ultimately says nothing, but they acknowledge the situation, which I've attached. I've also attached a screenshot of my casino account showing the withdrawal as "completed," but the transfer never arrived in my account.
I attached two files via email, but I couldn't do it through here.
Thank you and I hope to hear from you soon.
Kind regards
Patusan
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1 month ago
Dear Patusan
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 Jana (jana.k@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,
Petra
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4 weeks ago
Dear Patusan,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Beteum Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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3 weeks ago
Dear Patusan,
Thank you for contacting us.
We kindly inform you that all your withdrawals have been completed successfully from our side. Excuse us for the technical issues that occurred in your past withdrawal requests.
Thank you for your cooperation.
Best regards,
Beteum Team
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3 weeks ago
Dear Patusan,
please keep us informed when you receive your funds from the casino.
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3 weeks ago
TranslationI've received other withdrawals, but never one of $350,000 to date.
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3 weeks ago
Dear Patusan,
We kindly ask for your patience as the casino processes the funds to your account. Once you have received them, please keep us informed of the status. Thank you for your understanding.
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2 weeks ago
Dear Patusan,
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.
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2 weeks ago
TranslationHi Jana, it's been almost 2 months and still nothing. Beteum contacted me and asked for a bank document confirming that the transfer for the indicated amount and date was not received. I sent it to them a second time, and it says verbatim, "We can inform you that no transfer for the reported amount was registered. We recommend that you check with the payment sender. " So I'm still waiting.
I appreciate the 7-day extension; I hope it will be resolved within that period, but it doesn't depend on me.
Good day 🙂
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2 weeks ago
Dear Patusan,
Thank you for your efforts.
We kindly inform you that we will be waiting for updates regarding the matter. We hope it is being solved as soon as possible.
Best regards,
Beteum Team
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1 week ago
TranslationDear Jana, along with a warm greeting and returning to my case, I am here to give you the latest updates.
Beteum requested me for the 4th time to write to the bank asking them to check if the transfer was made on March 17th for $350,000, since the supplier made the payment as a "payment order".
And the bank responded that if the payment was made by "payment order", that type of transfer can only be received in current accounts.
Since my account is a checking account (an account I entered and that was verified on the platform), the money could not be deposited there.
For that reason, the bank indicates that the funds should have already been returned to the person who made the payment.
Furthermore, they indicate that they have no record of any rejected or pending amount being deposited into my checking account on March 17th.
In other words, the bank is indicating that: the money never actually arrived in my account, and that it was automatically returned to the payment sender.
It's been almost two months now and they haven't given me a solution. For me, it's as simple as the supplier making the required transfer, since the one they made failed, but I don't know why they're making this so complicated.
I await any instructions.
Good day
Patusan
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1 week ago
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.
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1 week ago
Dear Patusan,
Thank you for your patience.
We kindly inform you that we have provided to you via e-mail a SWIFT code which you may share with your bank for checking.
Thank you for your cooperation.
Best regards,
Beteum Casino Team
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1 week ago
TranslationDear Beteum Casino Team,
The SWIFT code I sent again was not helpful, as it corresponded to the same information I had previously submitted. Regarding this, the bank told me the following verbatim:
"I'm letting you know that due to security protocols we cannot access external links."
Furthermore, during these two months I have carried out all the actions requested of me, which have even exceeded what is reasonable considering that the problem does not originate on my end. However, there are situations that are completely beyond my control.
The bank has already confirmed that it has not received any transfer related to the requested withdrawal and, furthermore, reported that the payment order issued by the provider failed because this type of transaction cannot be made to a checking account, which is precisely the type of bank account I have. All the required documentation and background information were submitted by me in a timely manner.
Therefore, there is no further action I can take with the bank. The situation stems from a problem with the payment method used by your supplier, so the responsibility for resolving this issue lies with you.
Therefore, I urge you to process the outstanding payment of $350,000 corresponding to my withdrawal, requested on March 17th, in a serious, concrete, and definitive manner, considering that an excessive amount of time has passed without an effective solution. Furthermore, I wish to reiterate that we continue to submit the same requests and information previously provided, without any resolution to the problem to date.
Sincerely
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1 week ago
TranslationDear Beteum Casino Representative, I hope this message finds you have a solution to the issue I've raised. Have you taken the time to look into this matter with your supplier to find a solution for me?
Sincerely
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5 days ago
Dear Patusan,
Thank you for your response.
We would like to clarify a misunderstanding regarding the information previously provided. Our team has shared the SWIFT Script/Copy for your transaction; please note that a SWIFT code or script is a standard banking text record and is not an external link.
To help us resolve the matter, we kindly ask you to provide a screenshot or copy of your email communication with your bank. Specifically, we need to see the part where you shared the SWIFT Script details with them and their official response confirming that the funds cannot be located using that data.
Please forward this communication to us at your earliest convenience via e-mail so we can investigate this further with our financial team.
Best regards,
Beteum Team
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5 days ago
Dear Patusan,
I kindly ask you to provide the casino with a screenshot or a copy of your conversation with your bank via their e-mail. This will allow the casino to conduct a more thorough investigation. Thank you for your ongoing support and assistance.
