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Been playing on this site since October. Made 2 separate $500 deposits. Lost the first one. The second one was able to get my account up to $2687.50. After attempting my first ever withdraw I was met with this email:

"Hi Travis,

Following a review of your recent gameplay activity, we have identified the use of betting techniques that are prohibited under our Terms and Conditions. Specifically, our rules state:

"In the interests of fair play on our Sites, it is prohibited to utilise any recognised betting techniques to circumvent the standard house edge in our games. If the game play on your account indicates that you are using such betting techniques we shall confiscate all winnings associated with the prohibited activity and may restrict account functionality."

In line with this policy, we have:

Confiscated any winnings associated with the prohibited activity

Returned deposits linked to these bets back to your account

These actions have been taken to protect the integrity of our games and ensure fair play for all participants.

We appreciate your understanding.

Sincerely,

Oscar

BetBeast Support Team"

I have contacted the company multiple times requesting an explanation only to be completely ignored. This is a completely baseless claim and they are completely lying to avoid paying out even a modest win like this. I see others online claiming the same vague email was sent to them as well. I want to expose these cheats for what they are or give them the opportunity to do the right thing and pay the legitimate winnings.

Thank you for your time and attention to this matter.

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.

Dear moonman1321,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hey Karla,

The company (from their email) does not intend to pay the amount, they have unjustly confiscated it per the email. The funds have been removed from my account and they cancelled the withdraw.

Thanks,

Travis

Dear moonman1321,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hey Karla,

Nope no communication from them at all. Completely ignored.

Thanks,

Travis

Dear moonman1321, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots 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.

Karla

Have you made any successful withdrawals before? No I have not

Could you please confirm that you have passed the KYC verification? KYC has not been requested and there is nowhere on the site to voluntarily do it. Was told my account was verified when I enquired about it when I first joined. I am happy to comply with anything they would need.

Did you accumulate your winnings with or without an active bonus? Without

Did you play casino games or bet on sports? Both

Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here. Yes I will forward the email they sent me, there has been absolutely zero communication from them since the email I will forward you.

Dear moonman1321 , thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· 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.

Thank you once again for your patience and cooperation

Best regards,

Karla

As I mentioned before the Casino has removed the withdraw request and removed the funds from my account saying they are confiscated. There is nowhere on their website to view withdraw history. The withdraw was originally requested a couple days before the email from BetBeast that I forwarded to you. The email was dated Jan 21st so the withdraw was requested I believe on the 19th or 20th. The withdraw was requested via Bitcoin which was the same as my deposit method.

Dear moonman1321,

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, Peter Č., peter.c@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,

Karla Mayfly

Hello there,

Thank you moonman1321 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetBeast Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Thanks Peter. I look forward to hearing from them. I appreciate your attention to this matter.

Hello Peter,

I just sent you an email regarding this case and the player in question. Kindly take a look and let me know how we should proceed.

Regards,

Support Team| BetBeast

The casino has provided us with information that your complaint was purely sports betting-related. Unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter