Beastino Casino - Las ganancias de los jugadores se retienen debido a sospecha de manipulación del juego.

I played the welcome bonus and finished with 1952 euro and made a withdrawal attempt. On december 15 they asked for my documents to be verified and after 3 days they sent me an email confirming that my account was verified.

After that they sent me an email informing me that their casino would under maintenance for 2 days. And when they opened up after this, they suddenly operated under a new license. After this they informed me that I was suspected of manipulating their bonus system or something. I dont understand how this could be posible.

Dear hoshy

Thank you very much for submitting your complaint. I'm sorry to hear about your withdrawal issue.

To better understand and address your situation, could you please provide additional details?

• Did the casino provide any reasons or details regarding the suspicion of manipulating their bonus system?
• Were there any changes made to your account during the maintenance period, aside from the license update?
• Have you received any communication from the casino's support team explaining the nature of the suspicion?

Could you forward any relevant communication with the casino to petronela.k@casino.guru for further review?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello again and thanks for answering.

They just sent me the following email.

"1.23. We reserve the right to audit your game play/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

We have declined your withdrawal, subtracted your balance, and refunded your deposit using the same method. 

Kind regards, 

Payments Cashier"

When they opened up the casino after the maintenance I noticed that my pending withdrawal was not visible any more. I then spoke to support and asked about this but they just said that everything was fine and that my withdrawal was still pending even though I could not see it.

Thank you very much, hoshy, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.  

Hello hoshy,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Beastino Casino to join the conversation.

Dear Beastino Casino,

Can you please provide more information on why was the player suddenly accused of a manipulative game strategy? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

At Beastino Casino, our primary objective is to deliver the highest level of service and ensure player satisfaction. We are committed to providing an exceptional gaming experience to our players. Simultaneously, we expect our players to acknowledge our efforts and adhere to the agreed-upon terms and conditions, refraining from engaging in any illegal activities or abusing our casino in any manner.

Regarding the recent license change, it is important to note that this change is unrelated to the specific issue at hand. All player balances have been seamlessly transferred during this transition. We took the necessary steps to inform our players well in advance about the scheduled maintenance and migration downtime. These measures were implemented to create more opportunities for the casino, such as expanding the range of available payment and game providers, with the ultimate goal of enhancing the overall player experience.

We have had communications with the player through our customer support team. Since the resolution we provided was not satisfactory to the player and we consider this to be our final decision, we understand that this might not have been the answer the player hoped for.

If the player is not satisfied with our resolution, you may refer the player's matter for adjudication by our appointed ADR:

EADR Ltd., European Alternative Dispute Resolution (‘EADR’) is an independent arbitration with their main office at 189/1, The Strand, Gzira GZR 1024, Malta, providing alternative dispute resolution and is designed to comply with the "Consumer Alternative Dispute Resolution (General) Regulations" (S.L.378.18) in Malta.

Thanks for taking the time to answer, but I still don't understand what the problem is. You have not explained what you believe I have done wrong.

My account was verified before the change of license and you said my withdrawal was on its way. And then after the change of license everything changed. You have to explain this and also clarify what you are accusing me of.

What is your opinion on this, Casino.guru?

Thank you for your response, Beastino Casino team.

Dear hoshy,

I understand that the Beastino team's response might not have been the answer you hoped for and I would too appreciate a bit more detailed response, however, I must acknowledge that the casino team is bound by their privacy policy and that certain confidential information can't be shared with us. I have received some general information from the casino team but without crucial information that can be shared only with the casino's official ADR service (EADR) or with the licensing authority, I won't be able to understand the whole situation completely and provide sufficient guidance.

I can only advise you to fill in the dispute form at EADR Ltd., European Alternative Dispute Resolution (‘EADR’) here: https://eadr.org/eadr-form/ as mentioned by the casino team to pursue your case further. Let me know once you do that and how they replied at michal.k@casino.guru

Dear hoshy,

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.

Ok. What is this EADR? Do you from casino.guru have any experience from solving other complaints through that instance?

Dear Hoshy,

As mentioned earlier, EADR Ltd. (European Alternative Dispute Resolution) is an independent arbitration service engaged in providing Alternative Dispute Resolution services under a contract with Beastino Casino. While we are familiar with EADR, it's essential to note that being an independent entity, they adhere to their own set of policies and rules.

In the event of a dispute, the casino is obligated to furnish EADR with all relevant evidence for a fair resolution. Should EADR rule in your favor, the casino is bound to honor the decision and pay out your winnings. Conversely, if EADR determines that the casino voided your winnings due to breaches outlined in previous communications, this decision is considered final, and there are no further avenues for recourse.

At present, reaching out to EADR and filing a complaint with them is the sole course of action. I recommend taking this step to address the issue.

Dear hoshy,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.