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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0d 14h 24m 20s
Beteum Casino
Safety Index:Above averageCase summary
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4 weeks 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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3 weeks 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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3 weeks 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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3 weeks 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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3 weeks 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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3 weeks 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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2 weeks 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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2 weeks 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 week 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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1 week 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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6 days 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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6 days ago
Dear Patusan,
please keep us informed when you receive your funds from the casino.
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6 days ago
TranslationI've received other withdrawals, but never one of $350,000 to date.
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6 days 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.
