Complaint #5 Beteum Casino

My account was accidentally reopened due to a software update and promised to escalate my refund

By Membrane

1 year ago

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.

Disputed Casino Beteum Casino

Reason Refund declined

Amount €122

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Membrane

• Finland

1 year ago

The issue has been resolved by Beteum casino support and a refund was granted accordingly.

AskGamblers

• Support Team

1 year ago

Dear Beteum Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Beteum Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $10,947

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

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