Hello! I've been waiting for my 10,000 euro payout for several weeks. The casino doesn't process my documents either.

Hallo! Ich warte schon seit mehreren Wochen auf meine 10.000 euro Auszahlung.Meine Domumente bearbeitet das Casino auch nicht.

Dear Rico,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello and thanks for helping. The payouts are not that long ago at the moment because I canceled them several times. I uploaded my documents about 2 weeks ago, but it looks like nobody cares about it, maybe there are still documents missing, but nobody will let me know and that's getting annoying. My impression of the casino is actually positive in terms of the game selection. It just scares me a lot more that the casino is insolvent and no player gets his money. The casino has a lot more expenses than income, which is what strikes me. And something else I notice on the website that no casino writes, which sounds like begging "We donate part of our income to people in Ukraine #StopTheWar" I can't believe if they don't pay out.

Hallo und Danke fürs Helfen. Die Auszahlungen sind momentan nicht mehr so lange her da ich sie mehrfach wieder abgebrochen habe. Meine Dokumente habe ich vor ca. 2 Wochen hochgeladen, aber es sieht so aus als kümmert sich niemand drum vielleicht fehlen ja auch noch unterlagen, aber mir gibt niemand Bescheid und das nervt langsam. Mein Eindruck ist von dem Casino eigentlich Positiv was die spiele Auswahl betrifft. Mir macht halt nur viel mehr Angst das das Casino Zahlungsunf?hig ist und kein Spieler sein Geld erh?lt. Das Casino hat viel mehr Ausgaben als Einnahmen was mir so auff?llt. Und noch was f?llt mir auf der Webseite auf was kein Casino schreibt was irgendwie nach Betteln Klingt "Wir spenden einen Teil unseres Einkommens an Menschen in der Ukraine #StopTheWar"kann ich irgendwie nicht glauben, wenn die nicht Ausbezahlen.

Thank you very much, Rico, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Rico,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Beem Casino to the conversation to participate in the resolution of this complaint.

Ok thanks first.

Ok danke erstmal.

We would like to ask Beem 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

So far I have already received 2000 euros and 6000 euros are still missing.

Bis jetzt habe 2000 euro schon erhalten und es fehlen noch 6000 euro.

Thank you Rico for the update. That is good news, let's see about the rest of your winnings.

Hello! You can close the case as I canceled all my withdrawals and lost everything.

Hallo! Ihr K?nnt den Fall schlie?en da ich meine Abhebungen alle storniert habe und alles verloren habe.

Hello Rico,

Thanks for the update. Sorry to hear that you lost the rest of your winnings. I will close the case as "resolved" since you did receive the first part of your winnings of €2000. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter