Hello, I've been waiting for my payout since March 3, 2025. I'm constantly being put off with automated messages. Last week, I received an email from the finance department stating that my payout would be processed shortly. Unfortunately, nothing has happened, and I'm slowly losing hope that they'll pay me the money.

Guten Tag, ich warte bereits seit 03.03.2025 auf meine Auszahlung. Ich werde st?ndig mit automatisierten nachrichtenvertr?stet. Ich habe letzte Woche eine E-Mail von der Finanzabteilung bekommen, dass meine Auszahlung in Kürze bearbeitet wird. Leider hat sich da nichts getan und ich verliere auch langsam die Hoffnung, dass die mir das Geld auszahlen werden

Dear Aleyna991,

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 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.

My withdrawal still hasn't been processed. The live chat isn't much help either; I keep getting automated messages like, for example, that my withdrawal is in the final stages, but nothing happens.

Meine Auszahlung wurde immer noch nicht bearbeitet. Der live Chat ist auch keine gro?e Hilfe, werde st?ndig mit automatisierten Nachrichten Wie zum Beispiel dass meine Auszahlung in der Endphase ist das bekomme ich die ganze Zeit zu h?ren aber es tut sich einfach Nix

Dear Aleyna991,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello. I still haven't received my payout.

Guten Tag. Ich hab meine Auszahlung immer noch nicht erhalten

After that, the live chat will simply end

Danach wird der Live Chat einfach beendet

Yes, my account is verified. I still haven't received my payout.

Ja mein Konto ist verifiziert. Meine Auszahlung habe ich immer noch nicht erhalten

Thank you Aleyna991 for all the information provided so far. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay thank you

Okay danke ihnen

Dear Aleyna991,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Beteum Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Aleyna991,

Thank you for your patience.

Kindly be informed that your withdraw is delayed due to account verification process.

Please be aware that you need to provide the following information in order you verify your account and process with the completing the withdraw:-selfie ID AOS-Proof of addressBest

Regards,

Beteum Team

Dear Aleyna991,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn′t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino′s request for extra documents for verification.

In case you have any questions, don′t hesitate to contact me. Once you upload all of the documents, please let me know.

Dear Aleyna991,

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.

Dear Aleyna991,

what is the status of the verification process? Were you able to provide the casino with the information in order to verify your account?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.