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I made a deposit on the 21st, and I still haven't heard anything. Now I'm trying to contact them, and I'm getting a bot that's being sarcastic. I sent them a screenshot of my bank statement showing the transaction, but they don't care.

el dia 21 hice un ingreso,y todavia no se nada,ahora me pongo en contacto ,sale un robot que encima vacila. les mande un pantallazo de mi banco con el movimiento ,pero les da igual.

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Dear placeboAK,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Hi Tomas, good day. I appreciate your quick reply. I've already spoken with my bank and the intermediaries as well—well, I contacted them, but they haven't responded. The company that processes the payments and collects the fees is called GTI Switch LLC. It's not on my account, but besides the €3 commission on €20, there's also a €0.60 currency exchange fee, which is another thing these people do. I'll keep you updated if there are any changes. Thank you very much.

Hola Tomas,buen dia.. te agradezco tu rapida contestacion , con mi banco ya hable y con los intermediarios tambien,bueno,yo les hable,no me han contestado . GTI switch llc se llama la empresa que les hace llegar los pagos y cobrar comisiones, no esta en mi cuenta ,pero aparte de los tres euros de comision por 20 euros,0,60 por cambio de moneda,que eso es otra que hacen esta gente . Os mantendre informados si hay algun cambio.. muchas gracias

Thanks for the insight into the situation.

If you have any updates, share the relevant information here or send it to my email at tomas@casino.guru for review.

Looking forward to your reply

Hi, everything is still the same. Like you said, I'll wait a month.

And knowing what I know about this casino, I neither saw it, nor will I see it.

Furthermore, after the deposit I didn't receive with a Visa card, I made another one with a Mastercard, which did go through to my account. In my card history, the Mastercard account appears as the first and only card, which I specifically requested not to be remembered for future deposits. But I see they've set this up... too much trouble to refund my money... which they're not even willing to replace, since the game is completely rigged, far more than normal... and I would have lost it in ten minutes if I'd been careful.

But anyway, I have more screenshots of the operation, in case they're needed... far from being resolved...

Hola,todo sigue igual . como me comentaste lo de esperar el mes.

Y sabiendo lo que se de este casino ,ni lo vi ,ni lo vere.

Es mas, despues del ingreso que no recibi,con una visa . hice otro con master card el cual si que subio a mi cuenta y en el hitorial de tarjetas sale la cuenta de mastercard como tarjeta primera y unica. la cual especifico no se recuerde en futuros ingresos . pero veo que se lo han preparao .. demasiadas molestias para devolverme el dinero.. que tampoco es que lo espongan ellos ni reponiendolo.. ya que el juego esta completamente apañado esageradamente mas de lo normal.. y lo huibiera perdido en diez minutos con cuidado..

Pero bueno tengo mas pantallazos de la operacion,por si hacen falta..... lejos de resolverse...

Thanks for the explanation.

The casino representative contacted me, providing evidence that several deposit attempts failed, yet one deposit was successful the next day.

Please let me know whether the transaction returned to your bank account, or if you have any news or further context.

Looking forward to your reply.

Hi, yes, it's true that it wouldn't let me make the deposit. But in the end, it was accepted, and what I'm about to tell you happened. I didn't receive it... and thinking they would deposit it, I made another one with my Mastercard, which was the only balance that went up in my account. If I had received it the next day, I wouldn't be here, don't you think? And I would have known, I assure you. It didn't get mixed up with the prize money because there weren't any, I mean the prizes... so my balance was always below the Mastercard deposit. I don't know if I'm explaining myself clearly. So, the next-day deposit they claim is impossible. And I check my account almost every day, to give you a quick example.

I know nothing, they haven't contacted me, and the balance isn't in the account.

But their acknowledgment is a step in the right direction... now let them look into where I've gambled that money. Because it's not in my account, nor has it ever been.

Thank you so much for your effort, Tomas.

Hola,si es verdad que no me dejaba hacer el ingreso . Pero al final fue aceptado y paso lo que os cuento. no lo recibi... y pensando que lo ingresarian ,hice otro con mastercard que fue el unico saldo que subio a mi cuenta.. si lo hubiera cobrado al dia siguiente .no estaria aqui. no crees??? y me hubiera enterado te lo aseguro. no se traspapelo con el dinero de premios ,porque no los hubo ,los premios digo..por lo que siempre fui por debajo del saldo del ingreso con la mastercard.. no se si me explico. Por lo que imposible el ingreso al dia siguiente que dicen ellos. Y miro la cuenta casi todos los dias ,por deciros algo rapidamente..

Nada no se nada ,ni se han puesto en contacto .ni esta el saldo en la cuenta..

Pero que lo reconozcan ya es un paso..ahora que miren donde he jugado ese dinero. porque en mi cuenta no esta,ni lo ha estado..

Te agradezco mucho el esfuerzo Tomas. muchas gracias

Hello placeboAK,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Don't worry. I hope you have a wonderful vacation. We'll talk when you get back. Best regards.

no os preocupeis. espero pase unas magnificas vacaciones,ya hablamos a la vuelta. saludos

Thanks for the clarification.

Has the status of your transaction in the internet banking been updated since your last message on March 21st?

Please let me know.

Hi, they took it from my bank account right away... but if the question is whether they returned it or credited it to my casino account during this time, I assure you they never have... all they do is send emails with pre-deposit bonuses, of course...

I'm sorry to tell you that everything is the same as when you went on vacation...

Greetings and happy back to school!

Hola,en mi cuenta bancaria me lo quitaron ese mismo momento...pero si la pregunta es si lo devolvieron o lo reflejaron en este tiempo ,en la cuenta del casino ?te aseguro que nunca lo han reflejado... lo unico que hacen es mandar correos con bonos previo deposito,por supuesto..

Siento decirte que esta todo igual que cuando te fuiestes de vacaciones..

un saludo y feliz vuelta al cole.

Dear placeboAK,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear placeboAK,

It's nice to e-meet you! My name is Kubo, and I will be assisting you with your complaint from this point forward.

If there have been any updates or developments since your last communication, please feel free to share them with me.

As part of our standard procedure, I would like to invite a representative from BetBeast Casino to join this discussion. Their involvement will facilitate a smoother and more efficient resolution to your case.

Dear BetBeast Casino,

Could you please provide detailed information regarding the player's issue? Specifically, I would appreciate clarification on the reasons for the delay in processing the player's deposit. Additionally, could you confirm whether the deposit in question is documented in your system?

Thank you in advance for your cooperation and prompt attention to this matter.

Best regards,

Kubo

Hello, Kubo.

The pleasure is all mine. Yes, it happened. I just logged in out of curiosity and the 20 euros are in my account.

Thank you so much for your time and work.

I know for sure that without your help I would have lost them. Very grateful.

All that's left is to play them and after all your effort and time spent... lose them. Hehehe.

many thanks for everything.

Hola,Kubo.

El placer es mio. pues si ,lo habido. acabo de entrar por curiosidad y estan los 20 euros en mi cuenta.

Muchisimas gracias por vuestro tiempo y trabajo.

Tengo claro que sin vuestra ayuda los hubiera perdido .muy agradecido..

solo queda jugarlos y despues de el esfuerzo vuestro y el tiempo pasado ......perderlos.jejeje..

muchas gracias por todo.

Hi placeboAK,

Happy to see that the issue has now been resolved. Apologies once again for the inconvenience caused, and best of luck with your gameplay 😊

Regards,

Support Team| BetBeast

Dear placeboAK,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo