Account closure with winning

Hello,

The casino closed my account. Reason: administrative decision. I don't know anything more. I have no idea why this is happening. I completed verification. I sent all the documents they requested. They withdrew some of the money. Then they blocked it. This is my only account. It's in my name. I'm the sole owner. I need help. I want my money back. Please.

In October of 2024 I requested a permanent self-exclusion on beteum.com explaining that I have a gambling problem. My account was closed, I had a small withdrawal pending. While waiting for the withdrawal to come through, I emailed the support to send my verification documents, once again alluding to my gambling problem. I have a screenshot of this email as an evidence that the casino had knowledge on my willingness to self-exclude for responsible gambling related reasons.

This February I received offers from Beteum via email, which were enticing enough to trigger me to succumb to my addiction. My account had reopened and I was able to deposit and gamble, and during this spree I lost 122€. I eventually asked to close my account again.

As I calmed down from my relapse, I started to wonder why my account had been reopened and decided to request a refund of my net deposits via email on February 15. On February 17th the support responded that my account was accidentally reopened due to a software update and promised to escalate my refund request to the relevant department. Since then I have requested an update on the matter many times but keep getting the same response urging me to be patient. My last few emails have been straight up ignored.

I am looking for swifter resolution to the matter as I believe it is evident that the casino failed to provide their self-excluded customer basic player protection while having knowledge of the customers gambling problem.

It's getting so frustrating that I need to cry out for your help towards getting my overdue withdrawal back because it seems BETEUM are unwilling to pay my money of 28 USD and their live online support are just keeps sending copy and paste text massages every time and this has been on for a period of 8 days.

When I went through their website terms and conditions, it was clearly written that withdrawals only take within 3 business days, it has been six full business days and I still haven't got my money paid.

Their chat support continually giving me false hope saying that my withdrawal will be processed that I should wait and at the end nothing happens making everything seem frustrating even more, also i made a search and I found out that there are many people with similar issues.

Below is the screenshot of my discussions with the casino.