Beteum Casino - Pelaajan kotiutus viivästyy KYC-ongelmien vuoksi.

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.

Buenas noches,

No se exactamente el tiempo que llevo, pero llevare mas de 2-3 meses seguro para el retiro.

Me limitaron en el casino (no me dejaban apostar) y empece a retirar de 500€ en 500€ sin problema, todo iba bien hasta los ultimos 500€ los cuales para retirarlos me pidieron el kyc, subi los documentos a las pocas horas (hace mas de 2 meses) desde ese momento lo unico que hacen es pedirme de nuevo los mismos documentos, selfie y tarjeta virtual. Habre subido los documentos ya como 2-3 veces, esta como 2-3 semanas la verificacion en proceso (entro a la cuenta y me salen que estan bajo revision) hasta que entro un dia y otra vez me sale para volver a subir los mismos documentos, me ha pasado ya como 2-3 veces. Es una verguenza

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.

Buenls dias,

He proporcionado ya DNI, Foto selfie y foto de la tarjeta, todo lo que me han ido solicitando. El problema es ese, que lo proporciono y me vuelven a pedir exactamente lla mismos docuemntos, los cuales ya he proporcionado… Lo han hecho ya 2-3 veces y llevo como 2 meses ya con el proceso. Es desesperante.

La ultima vez que lo proporcione seria hace unas 2-3 semanas y ayer entre y vi que me estaba vovliendo a pedir lo mismo que proporcione hace 2-3 semanas y ya decidi poner la queja. Si lo propociono todo lo antes posible y con el formato correcto

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.

Buenas noches,

Perdon por la demora en la respuesta, he estadonde viaje. Adjunto imagenes de todo lo solicitado:

Os he adjuntado lo solicitado por ellos, despues os he adjuntado las fotos correspondientes a lo solicitado y por ultimo las pruebas de que ya esta subido y esta "bajo revision"

En cuanto la foto de la foto de la tarjeta informaros que es una captura ya que es una tarjeta virtual y como bien especifica en el ultimo punto en caso de ser una tarjeta virtual si que esta permitido la captura.

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

Buenas noches,

Es una tarjeta virtual, por lo cual y como indicais en vuestra web, adjunto la imagen en captura ya que es permitida (adjunto la imagen de la tarjeta virtual y la captura de vuestra web)

-Adjunto captura donde se ve claramentw mi nombre como titular de la tarjeta

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.