Beteum Casino - El reintegro del jugador se ha retrasado.

The casino does not pay out winnings.

2 x €500 in pending status for a week and new withdrawals blocked.

There are still 45,000 euros worth of winnings in the account.

I provided them with official documents from the paysafecard website that I own a paysafecard account. They do not accept official documents and the "reason" is that they do not have to pay out winnings.

Kasino ei maksa voittoja.

2 x500€ pending tilassa viikon ja uudet nostot estetty.

Tilillä vielä 45 000 euron edestä voittoja.

Toimitin heille viralliset paysafecard sivulta dokumentit, että omistan paysafecard tilin. Eivät hyväksy virallisia dokumentteja ja se "syy" että ei tarvitse maksaa voittoja.

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello.

The reason for the delay in payment is that the paysafecard account document was not approved.

Account ownership document received from paysafecard.com own account and app. Casino still does not accept document even though it is taken through paysafecard.

Hei.

maksun viivästymisen syy on se, että paysafecard tilin dokumentti ei hyväksytty.

Tilin omistajuus dokumentti saatu paysafecard.com omalta tililtä ja appista. Kasino ei hyväksy silti dokumenttia vaikka se on paysafecardin kautta otettu.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Is this the only reason for the delay or withholding of the winnings?

What specific issue does the casino have with the paysafecard ownership document?

Could you please share your communication with the casino regarding this matter? Send emails or chat transcripts to my email at dominika.l@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.

Yes, first withdrawal.

The only reason at the moment is the paysafecard account.

They don't think it's an official document, even though I took it from my paysafecard account and through the app.

You can't get paysafecard ownership information from anywhere else.

I sent you an email!

Joo ensimmäinen kotiutus.

Ainoa syy tällä hetkellä paysafecard tili.

Heidän mielestä se ei ole virallinen dokumentti, vaikka otin sen paysafecard tilitä ja aplikaation kautta.

Ei muualta saa paysafecard omistajuus tiedoja.

Lähetin sulle sähköpostia!

Hi. At the moment the casino has finally started paying. But the amount is quite large. €45,000 in total. I'm still unsure and we'll see what other twists and turns I'll encounter.

thanks!

Hei. Tällä hetkellä kasino aloitti vihdoin maksamisen. Mutta summa on aika ise . 45 000€ yhteensä. Olo on vieläkin epävarma ja katsotaan mitä mutkia taas tulee eteen.

kiitos!

Dear player, could you please let me know the total amount you have received so far?

Do you currently have any pending withdrawals, and if so, how much?

Also, how much money do you still have remaining in your account?

Hello.

There is still €40,000 left in the account and an additional €1,500 in pending withdrawals.

Withdrawals approved after 2 weeks only €2000.

Hei.

Tilillä on vielä jäljellä 40 000€ ja odottavia nostoja sen lisäksi 1500€.

Nostoja hyväksytty 2 viikon kuluttua vain 2000€.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello EelikaK,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Beteum Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Hello.

At the moment I am satisfied and the withdrawals are progressing well.

The balance is still quite high on the account, but I hope things go well 😊

Hei.

Tällä hetkellä olen tyytyväinen ja kotiutukset etenee hyvin eteenpäin.

Saldo on vielä aika korkea tilillä, mutta toivon, että asia menee hyvin 😊

Dear EelikaK,

Thank you for the update. Please keep us informed of any further developments.

Dear EelikaK,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru