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After waiting about 4 weeks for a successful verification. I've been waiting for the money to come into my account since March 18th. The live chat is not really helpful. However, the status is successful. After first being told I should wait at least 10 working days, I am now told that I should speak to my bank, but they don't know anything about a transaction.

Nachdem ich etwa 4 Wochen auf eine erfolgreiche Verifizierung gewartet habe. Warte ich nun seit dem 18.03 darauf das, dass Geld auf mein Konto kommt. Der Livechat ist nicht wirklich hilfsbereit. Der Status ist erfolgreich jedoch. Nachdem es erst hieß ich solle mindestens 10 Werktage abwarten wird mir jetzt mitgeteilt, dass ich mit meiner Bank sprechen soll diese Wissen jedoch nichts von einer Transaktion.

Dear jall1993DDE,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you received the transaction number from the casino?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

it is the first payout (or attempt) at this casino. I did not receive a number, only the history says that the payment was "successful".

Unfortunately I don't have any histories of the chats, but unfortunately there wasn't really much communication. I was actually just told again and again to wait and then at some point after about 2 weeks I was told to clarify this with my bank and that was my problem.

LG,

yeah

Hi Kristina,

es ist die erste Auszahlung (bzw. der erste Versuch) bei diesem Casino. Eine Nummer habe ich nicht erhalten lediglich in der Historie steht das die Auszahlung "Erfolgreich" war.

Leider habe ich keine Verläufe von den Chats allerdings war da leider nicht wirklich viel an Kommunikation mir wurde eigentlich nur immer wieder gesagt ich solle warten und dann irgendwann nach etwa 2 Wochen wurde gesagt ich solle das mit meiner Bank klären und das sei mein Problem.

LG,

Jall

Thank you very much jall1993DDE for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello jall1993DDE,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Beem Casino to join the conversation and participate in the resolution of this complaint.

Dear Beem Casino,

Can you provide any insight into what may have happened to the player's payment?

We would like to ask Beem 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear jall1993DDE,

Has there been any progress with your payment?

Kind regards,

Adam

Hi Adam,

unfortunately not. I now believe that nothing will change. I think it's a pity because the structure of the site is really good.

But no feedback at all and the general behavior towards customers is unfortunately under all sow. I also find it outrageous to get 2-3 advertising emails a day.

Kind regards

Hi Adam,

leider nicht. Ich glaube mittlerweile auch das sich daran nichts mehr ändern wird. Finde es sehr schade weil der Aufbau der Seite wirklich gut ist.

Aber keinerlei Rückmeldungen sowie die das generelle Verhalten gegenüber Kunden ist leider unter aller sau. Finde es auch unverschämt gefühlt täglich 2-3 Werbemails zu bekommen.

Mit freundlichen Grüßen

Dear jall1993DDE,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to visit the Curacao e-Gaming website (https://www.curacao-egaming.com/public-and-players/complaints-landing) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Best regards

Adam