Complaint #2 Beteum Casino

Withdrawal prolong, need assistance

By Eugene U.

1 year ago

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.

Disputed Casino Beteum Casino

Reason Delayed payment

Amount $28

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.

Udih2020

• Nigeria • 3 reviews

1 year ago

I have received my money thanks to you all

Beteum Casino

• Representative

1 year ago

Dear Udih2020,

Thank you for providing us the requested documents.
We are pleased to inform you that your account verification has successfully completed.
We would kindly request that you remain patient as we endeavour to complete the withdrawal as soon as possible.

Thank you in advance.

Kind Regards,
Beteum Casino Team

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per Beteum Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Beteum Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $9,154

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Beteum Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 5 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Beteum Casino Complaints

See all complaints for this casino

Payment is late

Hello, I have been waiting for several weeks for the 60,000 forints to be paid!

My payment was cancelled and the site is no longer available!

I received a letter about the cancellation of the payment, but I did not cancel it.

Please contact them because they no longer answer my emails. Make the transfer to my bank account or the card I used to pay.

Resolved

Ft60,000

Closed account with over 1000euro

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.

Resolved

€1,000

Every time after sending what needed they assist new one

Deposit 10.7.25 to casino 300€ and with bonus amount was 750€. Wagered 35x bet 4€ (26 250€) and got good winnings. After that real money balance is over 46 000€. Made 2 x 500€ withdrawal requests. These still are pending. Soon after I got winnings casino froze possibility to make new withdrawals. Sent needed documents. But every time I sent documents, they find a reason to ask new documents. They never ask all documents at once, every time after sending what needed, they assist new one. And it all takes time 1-2 days to approve or check document. So seems casino looking "reasons" not to pay my winnings at all.

If asking something via chat they give me false information and avoid some questions.

Resolved

€46,000

Account closure with winning

Hello, i faced with a problem when i was plaiyng in beteum casino.
I deposited 50$ on my account and start playng. A few days later my balance grew up to 207$ and i try to make a withdraw. After a day of waiting i wanted to check my withdraw status and i faced with notify that my account is under review (and i can't log in into it). I don't understand what is happen and i wrote to support. They told me that i will receive my answer by email.
Then i received a message, where they told me that my account is blocked due to their rules... I don't understand what is happen. I won for the first time in this casino and try to withdraw my winning and they blocked me.
Help me please to receive my winning back 207$.

Resolved

$207

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

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.

Resolved

€122