Beteum Casino - Povlačenje igrača je odloženo.

I would like to file a complaint regarding Betum Casino, as they have been withholding my withdrawal for an unreasonable amount of time despite me fully complying with all verification requirements.

The casino requested identity verification, which I completed successfully. I submitted my ID document, utility bills, and even completed a live selfie verification directly through their website. I also answered and clarified every question they had regarding my identity. After all this, they confirmed that my documents and explanations were accepted and everything was in order.

However, despite this, they still have not processed my payment.

Recently, I contacted them again asking for an update, and they simply told me to check the verification section of my account because there should supposedly be a new request there. I checked carefully, and there is absolutely nothing new requested on my account.

At this point, it feels like they are deliberately delaying the process and avoiding payment without providing any valid reason. They have been holding almost €1,000 of my funds since March, and we are now in May with no resolution and no payment received.

I would really appreciate it if Casino Guru could help mediate this issue, because the casino does not seem willing to resolve the matter fairly or reasonably.

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Dear alexaotam,

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 fully understand the situation.

• Could you please confirmt he date when you requested the withdrawal and when addditional documents were required?
• Could you please clarify when did you submit the verification documents?
• 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 resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

Could you confirm the date you requested the withdrawal and when you were asked for additional documents?

I made the withdrawals on March 31st, and the documents were requested from me during the month of April.

Could you clarify when you submitted the verification documents?

during the month of April and ending last week

Have you provided all the required documents as soon as possible and in the correct format?

Yes, I've made everything easy.

¿Podría confirmar la fecha en que solicitó la retirada y cuándo se le solicitaron documentos adicionales?

31 marzo hice los retiros, y los documentos se me solicitaron durante el mes de abril

¿Podría aclarar cuándo presentó los documentos de verificación?

durante el mes de abril y finalizando la semana pasada

¿Ha facilitado todos los documentos requeridos lo antes posible y en el formato correcto?

sí, he facilitado todo

Thank you for your reply and for providing the previous details, alexaotam.

• Have you received any updates on the status of your withdrawal request since your last inquiry?
• Have you received any communication from the casino regarding your withdrawal after the verification was completed?

You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Have you received any updates on the status of your withdrawal request since your last inquiry?

NO

Have you received any communication from the casino regarding your withdrawal after the verification was completed?

NO

¿Ha recibido alguna actualización sobre el estado de su solicitud de retiro desde su última consulta?

NO

¿Ha recibido alguna comunicación del casino con respecto a su retiro después de que se completó la verificación?

NO

Dear alexaotam

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 Hadi (hadi.a@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,

Petra

Hi, yesterday I finally received the payments after months of waiting.

Greetings and thank you

Hola, ayer me llegaron finalmente y por fin los cobros después de meses

Un saludo y gracias

Dear alexaotam,

that's genuinely good news after such a long wait. Could you confirm that the full disputed amount has been received, so we can mark this case as resolved?

I confirm

confirmo

Dear alexaotam, I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help. Also, I would like to thank the casino for their assistance with the issue!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Hadi

Casino Guru Team