Sum Up:

My deposit bonus got canceled without any apparent reason, which led to winnings being voided because of the "you are not allowed to delay any bonus to a point were you don't have any wager requirements left"- rule.

-

After I got a huge hit on King of Cats by Big Time Gaming, I noticed that the win and the win before weren't added to my balance. I noticed that my bonus got canceled ("lost") and figured that's probably the reason why. After I reached out to the casino they told me they will look into the matter (and they have to check up with the slot provider). It took them over a month to come up with any explanation. In the end, after I asked again, they suddenly told me my winnings got voided because of the "don't delay games to a point were you don't have wager requirements left"-rule. Which of course wasn't solving anything, because the problem was that the bonus got canceled.

I tried to get an explanation, but they ended up ignoring my email. If there's a legitimate reason why the bonus was canceled, the rule would certainly apply but, as to my knowledge, there is non. I still had money and time left to wager the bonus and as far as I know I didn't play any prohibited games. I read the bonus terms carefully and can't see why the bonus should have been canceled.

I just noticed they reset my account, so I can't look up any history anymore (no transactions, no bets, no bonus) too. I've got a screenshot of the bonus history and, if needed, screenshots of the terms and bonus terms from back then.

Thanks for your help!

Hello hurricanePJ,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Beem Casino. Please allow me to ask you a few more question before we would move forward.

Did you receive any in-game features like bonus spins? If yes, did you save them for later or used them instantly?

Based on your description, when you played a game and received a free spin feature, you did not play them and probably closed the game. This means you delayed the spins during bonus and you could play them even after the bonus. Could you please advise if you did something similar?

Looking forward to your answer.

Regards,

Nick

Hey Nick,

yes the freespins were delayed. According to their terms and conditions and bonus terms (I can provide a screenshot if necessary) this is allowed as long as you still have wager requirements left to fulfill. As you can see in the screenshot I provided, there were still wager requirements left when the bonus got canceled by the system (it also says "lost" not canceled by the way).

Best regards,

hurricanePJ

Hello hurricanePJ,

Isn't the reason for losing the bonus the lack of your balance? Based on the screenshot you had only 9 cents left so the bonus might have been canceled due that, or did you play away your balance after they canceled the bonus? Can you forward your betting history to [email protected] please?

Hey Nick,

I didn't realize right away that the bonus got canceled (there was no information or anything and since I still had money and time left there was no way I could have noticed), so I continued to play away the money I had left. Right before the mentioned win on King of Cats, I did a spin on chocolates for 0,10€ after I won ~10€ there (which also didn't get added to the balance, because the bonus was already canceled). So yeah, when the bonus got canceled I must have had over 5€ left and did several spins afterwards.

Sadly I can't upload my betting history because, as I mentioned earlier, the casino reset my account so I can't access the data anymore (account now says I don't have any transactions, bonus history or betting history) which is a shady move in itself.

Best regards,

hurricanePJ

Hello hurricanePJ,

Thank you for all the information. However we will require more information of the circumstances and betting history. I will forward your complaint to my colleague Matej who will be assisting you from now on. Wish you best luck resolving it.

Regards,

Nick

Hello hurricanePJ.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Could you please explain to us what happened?

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’.

Dear hurricanePJ.

Unfortunately, the casino is non-responsive. Normally, I recommend contacting the licensing authority; however, Beem casino operates with an unverifiable license.

You can try to write to the authority:

https://www.curacao-egaming.com/public-and-players/complaints-step-1

But most likely, they reply to you that the license is fake.

Please let me know if you want to try it.

Hey Matej,

If I would contact the authority, do you think it would help others to avoid playing at Beem casino? Would the license authority take actions against them or something like that? That would be the only reason for me to do it, the money is gone anyway.

In any case, thanks for your help and time!

Best regards,

hurricanePJ

Probably you will get a reply that the license is fake, but you should try it. At least licensing authority will know about it.

Dear hurricanePJ,

We are extending the timer by 7 days.

We are closing this complaint as unresolved with a status: uncertain case.