Beef Casino - Račun igrača je blokiran i isplata je odložena.

I am submitting a complaint regarding a delayed withdrawal and a blocked account without a clear explanation.

On April 18, 2026 (during the night), I requested a withdrawal of €1850. The withdrawal status has remained "pending" ever since, with no progress.

Immediately after submitting the withdrawal request, I contacted the casino support to ask if any additional documents were required. I was clearly informed that NO additional documents were needed at that moment and that I simply had to wait for a review by the financial department, which would take approximately 2 hours.

After this time passed, there was still no update. The next morning, I contacted support again and was then told that the processing time had been extended to up to 72 hours (3 days), without any specific explanation for the delay.

I asked what kind of additional review was being performed, given that my account is already fully verified. I have provided all required documents, including:

- Identity document (ID)

- Verified payment method

- Photo of the payment card used for deposits

It is very important to note that at no point has the casino requested any additional documents from me. Despite this, they claim that an "additional verification" is taking place, without explaining what exactly is being checked.

Shortly after this conversation, I attempted to log into my account and found that it had been blocked. Upon contacting support again, I was informed that my account had been blocked due to this additional verification process.

I consider this situation highly concerning because:

- My withdrawal is being delayed without a clear reason

- No additional documents are requested, despite claims of verification

- My account has been blocked during an active withdrawal request

- The provided timeframes are inconsistent and keep changing without explanation

I kindly request your assistance in resolving this issue, ensuring that my withdrawal is processed, and obtaining a clear explanation from the casino regarding both the delay and the account restriction.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you accumulate your winnings with or without an active bonus?

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

Thank you very much in advance for your reply.

Best regards,

Attila

I would like to provide an important update regarding my complaint.

Since submitting my original complaint, the situation has escalated further and raises even more serious concerns.

The casino support has now explicitly confirmed that:

- The verification timeframe is NOT regulated and has no defined deadline

- The details, methods, and reasons for the verification will NOT be disclosed to me

This effectively means that my account is blocked and my withdrawal is being delayed indefinitely without any explanation.

Additionally, I have been redirected between multiple departments and even different entities. At one point, I received a response from a Data Protection Team referring me to another brand (NV Casino), which is extremely confusing and raises concerns about transparency and responsibility.

Furthermore, support has stopped providing any meaningful responses and continues to repeat generic statements without addressing my specific questions.

To summarize the current situation:

- My account remains blocked

- My withdrawal of €1850 is still pending

- No additional documents have been requested

- No reason for the verification has been provided

- No timeframe for resolution has been given

- I am being redirected between different departments and entities

I consider this behavior highly unfair and non-transparent, as it effectively prevents me from accessing my funds without justification.

I kindly ask for your assistance in intervening in this matter and ensuring that the casino provides a clear explanation and processes my withdrawal without further delay.

I would like to add another important update.

According to the information on the casino website, Beef Casino is operated by GALAKTIKA N.V., a company registered in Curaçao.

This confirms that the responses I received from other entities (including NV Casino) are part of the same network, which explains why I am being redirected between different departments and brands.

This lack of transparency regarding the responsible entity further increases my concerns, as I am not being given clear information about who is handling my case.

Combined with:

- the indefinite verification period

- the refusal to disclose verification details

- the blocking of my account during withdrawal

this creates a highly concerning situation where my funds are being withheld without proper justification.

I kindly ask for your assistance in clarifying the responsible entity and ensuring that my withdrawal is processe

Hello Attila,

Thank you for your response and assistance.

1. I was mainly playing slots.

2. Yes, I have contacted the casino support multiple times via live chat and email. I asked them clearly why my account was blocked, but I did not receive any specific explanation. They only stated that my account is under "additional verification" and that they cannot disclose the reason or provide a timeframe.

3. My winnings were accumulated without any active bonus. I was playing with my own deposited funds.

Additionally, I would like to emphasize that:

- My account is fully verified

- No additional documents have been requested from me

- My withdrawal is still pending

- My account remains blocked without a clear reason

The casino has also confirmed that:

- the verification timeframe is not regulated

- the details of the verification cannot be disclosed

This situation leaves me without access to my funds and without any transparency.

Thank you again for your help.

Hello,

I would like to provide a full update regarding my case.

The casino has now reactivated my account. This clearly indicates that there were no serious violations such as fraud or misuse on my side, as otherwise the account would have remained permanently blocked.

However, despite reactivating my account, the casino has cancelled my withdrawal of €1850 and returned only my deposited funds, while confiscating my winnings.

I have now contacted support again, and they stated that the reason for this decision is a "technical error on the provider’s side."

I would like to highlight the following:

- All my documents are fully verified and approved

- I did not use any bonus

- I played only with my own deposited funds

- I followed all the rules of the casino

- No additional documents were requested from me at any point

The casino has not provided any evidence or details regarding this alleged technical error. They have not specified:

- Which game was affected

- What exactly the error was

- When it occurred

- Any official report from the game provider

This is a general statement without proof.

I was playing normally using the casino platform, and I had no control over the game mechanics or outcomes.

If there was any technical issue, it is the responsibility of the casino and its provider, not the player.

At this point, I consider the confiscation of my winnings completely unjustified.

I kindly request the casino to:

1. Provide official evidence of the alleged technical error

2. Explain clearly why my winnings were confiscated

3. Process my withdrawal in full

Thank you for your assistance.

Hello,

I would like to provide a comprehensive update regarding my case, as the situation has significantly changed.

Since my last messages:

My account has now been reactivated by the casino

However, my withdrawal of €1850 was cancelled

Only my original deposit was returned

My winnings were confiscated

This is extremely important because:

👉 If there was any serious violation (fraud, abuse, etc.), my account would NOT have been reactivated.

📌 Casino’s justification

After contacting support again, I was told that:

The reason for confiscating my winnings is a "technical error on the game provider’s side."

❗ Major concerns

The casino has NOT provided any evidence or details regarding this alleged issue. Specifically, they have NOT disclosed:

Which exact game was affected

What the technical error was

When it occurred

Any official report from the game provider (Amatic)

This is just a generic statement without proof.

📌 Important facts about my case

I played using ONLY my own deposited funds

No bonus was used at any point

My account is fully verified

All documents were approved

The game functioned normally during gameplay

I had no control over game mechanics or outcomes

⚖️ Key point

If a technical error did occur, this is the responsibility of the casino and/or the game provider, not the player.

Confiscating legitimate winnings without evidence is unfair and lacks transparency.

📌 Additional concerns

I was previously blocked without explanation

I was redirected between multiple entities (Beef Casino, NV Casino, Galaktika N.V.)

I received inconsistent and vague responses

The casino explicitly stated that verification details will not be disclosed

This behavior raises serious concerns about transparency and fair treatment.

✅ Actions taken

To clarify the situation, I have already:

Contacted the casino multiple times

Submitted complaints to relevant platforms

Contacted the game provider (Amatic) requesting verification of the alleged error

Contacted the payment processor involved

I am currently waiting for responses.

🎯 What I request

I kindly ask CasinoGuru to assist in this matter and request the casino to:

Provide official evidence of the alleged technical error

Provide a report from the game provider (Amatic)

Clearly explain why my winnings were confiscated

Reconsider their decision and process my winnings in full

At this stage, I consider the confiscation of my winnings unjustified and unsupported.

Thank you for your assistance.

I have contacted the game provider (AMATIC Industries) directly. 

They confirmed that they are not responsible for handling such cases and that any investigation request must come from the casino itself.

This indicates that the casino has not provided any verified report from the game provider to support their claim of a "technical error".

Thank you for your response.

While we understand your frustration and eagerness to resolve the issue, I kindly ask you to focus on sharing only the most relevant information in a clear and concise manner.

When too much information is presented at once—especially when it's not directly related to the core of the problem—it can actually slow down the process and make it more difficult for everyone involved to follow the case. Repeated messages may also delay responses, as both we and the casino need time to properly review each submission.

In order for us to proceed with this complaint, could you please forward your communication with the casino and the communication between you and the game provider? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Thanknyou , Attila,

Done!

Dear Chervi,

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, Kubo (jakub.m@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 Chervi,

It is a pleasure to e-meet you. My name is Kubo, and I will be taking over the handling of your complaint from this point forward.

If you have any updates or new information since your last correspondence, please feel free to share them with me at your earliest convenience.

As part of our standard procedure, I would like to invite a representative from Beef Casino to participate in this discussion. Their involvement will facilitate a more efficient and effective resolution of your case.

Dear Beef Casino,

I kindly request a comprehensive explanation regarding this case, specifically detailing the reasons behind the player’s account being blocked and the delays in payouts. Your thorough input will be invaluable as we aim for a fair and informed resolution.

Thank you in advance for your cooperation and timely response.

Best regards,

Kubo

Dear Kubo,

Thank you for taking over my case.

I would like to provide a brief summary and highlight the key concerns:

- My account was initially blocked shortly after I requested a withdrawal of €1850.

- I was first informed that the review would take 2 hours, then 72 hours, and later no clear timeframe was given.

- No additional documents were requested from me, and my account was eventually reactivated, which suggests no violation on my part.

After this, the casino informed me that my winnings were removed due to a "technical malfunction" in the game provider’s system (Book of Aztec).

However:

- I have not received any specific evidence related to my individual bets.

- No round IDs, logs, or recalculations were provided.

- The provider itself did not confirm any issue directly to me.

The casino claims that such information is "internal" and cannot be shared, but I believe this is insufficient justification for confiscating winnings.

I respectfully ask for clarification on:

- What exactly caused my account to be blocked in the first place?

- Why were multiple conflicting timeframes given for the verification?

- How exactly did the alleged technical issue affect my specific bets?

I am fully willing to cooperate and provide any additional information if needed.

Thank you for your assistance.

Kind regards, 

Petkо

Dear Kubo,

The funds were debited in accordance with paragraphs 15.1, 15.2 of Terms and Conditions. We've sent you an email to jakub.m@casino.guru.

Best regards,

Beef Casino

Dear Kubo,

Thank you for the update.

I would like to point out that the casino’s response does not address the core issues of my complaint.

Referring to general Terms and Conditions (paragraphs 15.1 and 15.2) is not sufficient without providing specific details explaining how those terms apply to my individual case.

In particular, the casino has still not clarified:

- Why my account was initially blocked

- Why conflicting timeframes (2 hours, 72 hours, then no timeframe) were provided

- Which specific bets were affected

- How the alleged technical malfunction impacted my gameplay

- How the deducted amount was calculated

Additionally, any information shared only internally and not disclosed to me cannot be independently verified.

I kindly ask the Casino Guru team to request from the casino a clear and detailed explanation that directly relates to my account and my bets, rather than general references to their Terms.

Without such clarification, I believe the confiscation of my winnings remains unjustified.

Kind regards, 

Petko

Dear Beef Casino,

Thank you for sharing the important information and evidence related to this case.

Dear Chervi,

Regrettably, the casino has provided definitive evidence concerning the occurrence of the issue between April 17 and April 18, 2026. The details shared are highly confidential and internal; therefore, neither the casino nor our organization can disclose this information publicly. However, the glitch has been made public, and you can refer to the following link for more details: https://www.newsnet5.com/news/amatic-industries-slot-game-server-breach-massive-payouts/.

Unfortunately, in this instance, we are unable to assist with refunding the winnings acquired during the slot breach, as such circumstances are not typical.

Thank you for your understanding, and I genuinely apologize that we could not provide a more favorable outcome. If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to our Complaint Resolution Center. We are always here to support you.

Best regards,

Kubo