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Hello, 29/05 I made a withdrawal, with the premise that I have already had problems with the first withdrawal and I was told that the delay was caused by the fact that the documents had to be approved. Now that the documents have been approved I have not yet received the credit and after having contacted the assistance several times they told me from the beginning that they would send the money in a few working days, but to date I have not received anything. were able to tell me when they would make the payment. Again I get very bad assistance with conflicting answers.

Buongiorno, giorno 29/05 ho effettuato un prelievo , con la premessa che ho già avuto problemi con il primo prelievo e mi era stato detto che il ritardo era causato dal fatto che i documenti dovevano essere approvati. Ora che i documenti sono stati approvati non ho ancora ricevuto l'accredito e dopo aver contattato più volte l'assistenza mi hanno detto dall'inizio che avrebbero inviato i soldi in pochi giorni lavorativi , ma a tutt'oggi non ho ricevuto nulla ne sono stati in grado di dirmi quando avrebbero effettuato il pagamento. Anche in questo caso ricevo una pessima assistenza con risposte discordanti tra di loro.

Dear jiulialoi,

Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Knowing from your previous complaint that you've completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

It has actually been 12 days already. As soon as I made the withdrawal, I obviously asked the assistance for information and it was customer assistance who told me to withdraw the entire amount by bank transfer (I had chosen the same card with which I deposited) and that I would receive the amount in a few working days.

In realtà sono già passati 12 giorni. Io appena ho fatto il prelievo ovviamente ho chiesto informazioni all'assistenza ed è stata proprio l'assistenza clienti a dirmi di prelevare l'intera cifra tramite bonifico bancario (io avevo scelto la stessa carta con cui ho depositato) e che avrei ricevuto l'importo in pochi giorni lavorativi.

Hello, I haven't received my winnings to date. Can you help me and try to communicate with the casino? Thank you

Buongiorno, a tutt’oggi non ho ricevuto la vincita. Potete aiutarmi e cercare di comunicare con il casino? Grazie

Thank you very much, jiulialoi, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

Hello jiulialoi,,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Beem Casino to join the conversation and participate in the resolution of this complaint.

Dear Beem Casino,

Can you please provide an update regarding the player's withdrawal?

Kind regards,

Adam

Hello, I would like to update you on my situation. I talked to support pretty much every day and was told that this week they would process the payment, but after about 3 weeks I still haven't received my withdrawal. I made the withdrawal on May 29th in 2 solutions of 2000 Euros (total 4000 Euros), then the assistance told me that they had been contacted by the financial department who could not process the payment so they asked me to divide the amounts into 4 1000 Euro solutions, although I did what I was asked, they still haven't paid my winnings. I have already made a withdrawal, my account is verified, every day I am told that the winnings will be paid in a few days but after all this time they still have not been able to pay me! I have screened all the conversations I had with the assistance.

Buongiorno, vorrei aggiornarvi sulla mia situazione. Ho parlato praticamente ogni giorno con l’assistenza e mi è stato detto che questa settimana avrebbero elaborato il pagamento , ma dopo circa 3 settimane ancora non ho ricevuto il prelievo. Ho fatto il prelievo il 29 maggio in 2 soluzioni da 2000 Euro (totale 4000 Euro), poi l’assistenza mi ha detto di essere stata contattata dal dipartimento finanziario che non riusciva ad elaborare il pagamento quindi mi ha chiesto di dividere gli importi in 4 soluzioni da 1000 Euro , nonostante io ho fatto quello che mi è stato chiesto non mi hanno ancora pagato le vincite. Ho già fatto un prelievo, il mio conto è verificato, ogni giorno mi viene detto che la vincita sarà pagata in pochi giorni ma dopo tutto questo tempo ancora non sono stati in grado di pagarmi ! Ho fatto screen a tutte le conversazioni avute con l’assistenza.

Hello jiulialoi,

Thank you for the additional information. I can appreciate your frustration but at this point, we should try to give the casino a bit more time to respond to the complaint. We cannot achieve anything without their cooperation.

Kind regards,

Adam

Update: The casino has no intention of paying me my winnings, after being blocked via chat by support, I managed to contact them today , but they have no intention of making payment. I was told last week that it would be processed but I never received anything! Their behaviour is unacceptable and unfair. I really don't know what I can do to get my money back, plus they have blocked the support chat again and don't responding emails.

Hello jiulialoi,

Unfortunately, we have not received any response from the casino. I will attempt to contact them one more time.

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.

Kind regards,

Adam

Thanks Adam , it has been more than 3 weeks, it is really inconceivable!

What is happening to me with this casino is scandalous! After doing a maintenance (a huge scam), I was able to access my account, to my surprise all the documents I uploaded have been removed, my withdrawals (made on 05/29/2022) canceled, I cannot make a new withdrawal because the system is completely blocked, in all this the money I had won (4000) are blocked because of the bonus, in reality I had won them without any bonus. They have practically stolen 4000 Euros !!! I also made a complaint to e-gaming Curacao but I have not solved anything, by the way it seems that they no longer have the license! I asked if they could make me a wire transfer and process the payment because these problems they undoubtedly created to scam players don't concern me! They refuse to pay me! What is happening is very serious! Something must be done to stop these scammers!

È scandaloso quello che mi sta accadendo con questo casinò! Dopo aver fatto una manutenzione (una grandissima truffa) , sono riuscita ad accedere al mio account, con mia grande sorpresa tutti i documenti che avevo caricato sono stati rimossi, i miei prelievi (effettuato il 29/05/2022) annullati, non posso effettuare un nuovo prelievo perché il sistema è completamente bloccato, in tutto questo i soldi che avevo vinto (4000) risultano bloccati perché bonus, in realtà li avevo vinti senza nessun bonus . Mi hanno praticamente rubato 4000 Euro !!! Ho fatto un reclamo anche a e-gaming Curacao ma non ho risolto nulla, tra l’altro sembra che non hanno più la licenza! Ho chiesto se potevano farmi un bonifico ed elaborare il pagamento perché questi problemi che hanno creato senza dubbio per truffare i giocatori non mi riguardano! Si rifiutano di pagarmi! Quello che sta accadendo è davvero gravissimo! Bisogna fare qualcosa per fermare questi truffatori!

Hello jiulialoi,

I also saw that the casino was under maintenance recently. It seems that these issues are being experienced by other people as well.

Can I ask if you have received any response from Curacao e-Gaming?

Dear Beem Casino,

Please provide an update regarding the issues the player is experiencing, and when they might expect to be able to make a withdrawal.

Kind regards,

Adam

Yes, it was under maintenance. They wrote me an email saying they would make my payment tomorrow. Let's hope so, for the other details I'll write you an email

Si, era in manutenzione. Mi hanno scritto una mail dove dicevano che avrebbero fatto il mio pagamento domani. Speriamo bene, per gli altri dettagli ti scrivo una mail

Thank you for the additional information jiulialoi,

Please do continue to keep us updated regarding your payment.

Kind regards,

Adam

5 weeks have passed and I have not received anything, the assistance has not answered me for days, I am very frustrated and sad about this behavior. This treatment is not fair to clients, it seems to me that I am living a nightmare.

Sono passate 5 settimane e non ho ricevuto nulla, l’assistenza non mi risponde più da giorni, sono molto frustrata e triste per questo comportamento. Non è giusto nei confronti dei clienti questi trattamento, mi sembra di vivere un incubo.

Dear jiulialoi,

I have tried to get in touch with the casino repeatedly but had no success. Unfortunately, there is not much that can be done if the casino will not cooperate with us.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

At this juncture, I would usually recommend you to contact the relevant licensing authority, which is stated to be Curacao e-Gaming on the casino website, but I understand that you have already submitted a complaint to them. Please let me know how they respond (adam.m@casino.guru). I wish I could have been of more help.

Best regards

Adam