BeonBet Casino - Auf das Konto des Spielers kann nicht zugegriffen werden.

I was playing at this casino and won some money.

Next time i try to log in it says that I can not access this website.

See attached file.

I already sent the required documents for verification.

Everytime i contact their support they just say the same copy paste message.

We have forwarded your case to the relevant department then nothing happens.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

When exactly did you register at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Have you tried using a different browser or device to access the casino? Have you tried clearing your cache, cookies and browser history?

What response did you receive from the casino customer support after you informed them of your problem?

Have any of your documents been approved and verified?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi,

I registered my account there a few weeks ago.

No i have not used any VPN.

Yes i have already tried clearing cashe delete history and tried another browser.

When i contact their live support they keep telling me the same thing.

It is just a copy paste message.

They will forward my case to the relevant department.

Then they ask me for the same documents I have already sent them.

Meaning they don't even look at the documents they request.

They blocked the website for me only after i won.

Now they are trying to get away from paying out my winnings.

Please forward me the communication between you and the casino customer support regarding the problem with accessing your account at veronika.f@casino.guru. Thank you for your cooperation.

I contacted their live support.

Thank you for your reply. Have you accessed the casino website from Sweden only?

Yes, off course only Sweden.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you noman78619026 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BeonBet Casino for their help in resolving this complaint. We would like to know what the issue is with the player's access to the site and what we can do to help resolve this.

Thank you!

Dear All!

Thank you for your patience while we reviewed your case.

We would like to confirm that your verification documents have been successfully received and approved. Our team also identified the issue that prevented you from logging in to your account. This has now been fully resolved, and detailed instructions on how to access your account were sent to you via email.

At this point, you may simply log in and submit a cash out request. Once received, our payments team will proceed with your withdrawal.

We apologize for the inconvenience and delays you experienced and appreciate your understanding as we worked to resolve the matter. If you face any further difficulties, please reach out to our support team, and we’ll gladly assist you.

Kind regards,

Beonbet Team

Thank you very much for the update BeonBet Casino representative.

Dear noman78619026, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Sure i have not received anything yet

Dear noman78619026,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru