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I wish to file a formal complaint against the Beteum online casino, due to repeated problems and a lack of concrete solutions in the process of withdrawing my funds.

I've been an active user of the platform for about a year, during which time I've made multiple deposits and bets. However, over a month ago I requested a withdrawal of $350,000, and it hasn't been processed yet.

This request was initially rejected, citing a supposed technical problem related to my geographic location. Subsequently, without my consent, the amount was reversed and credited back to my gaming account, implicitly encouraging me to continue betting, even though my intention was to make a withdrawal.

Since then, I've faced a series of problems, evasive answers, and repeated excuses from customer service. On multiple occasions, I've received the same standard response, stating that the case was "escalated to senior management" and that they are in contact with payment providers to resolve the situation, without any concrete solution or clear timeframe to date.

This situation has been extremely frustrating and exhausting, generating a clear lack of trust in the platform and its procedures.

Therefore, I request your help.

Deseo presentar un reclamo formal en contra del casino en línea Beteum, debido a reiterados inconvenientes y falta de soluciones concretas en el proceso de retiro de mis fondos.

Hace aproximadamente un año soy usuaria activa de la plataforma, período durante el cual he realizado múltiples depósitos y apuestas. Sin embargo, hace más de un mes solicité el retiro de un monto de $350.000, y no he logrado que se concrete.

Dicha solicitud fue inicialmente rechazada, argumentando un supuesto problema técnico relacionado con mi zona geográfica. Posteriormente, sin mi consentimiento, el monto fue revertido a mi cuenta de juego, incentivando implícitamente a continuar apostando, pese a que mi intención era efectuar el retiro.

Desde entonces, he enfrentado una seguidilla de inconvenientes, respuestas evasivas y reiteradas excusas por parte del servicio de atención al cliente. En múltiples ocasiones, se me ha entregado la misma respuesta estándar, indicando que el caso fue "escalado a la alta gerencia" y que se encuentran en contacto con proveedores de pago para resolver la situación, sin que hasta la fecha exista una solución concreta ni plazos claros.

Esta situación ha resultado sumamente frustrante y desgastante, generando una evidente falta de confianza en la plataforma y en sus procedimientos.

Por lo anterior, solicito su ayuda.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Patusan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

Dear Petra, I hope this message finds you well. I am writing to answer your questions.

Yes, I have made some successful withdrawals before.

Indeed, the KYC verification was successfully completed months ago.

The profit came from a deposit of my own funds; I wasn't using any bonus.

Thank you in advance.

Estimada Petra, junto con saludar le respondo sus consultas,

Sí, he realizado unos retiros exitosos con anterioridad.

Efectivamente, ya se efectuó hace meses la verificación KYC exitosamente.

La ganancia fue de un depósito de mis propios recursos, no estaba utilizando ningún bono.

Agradecida de antemano.

Thank you for your reply and for providing the previous details, Patusan.

• Can you provide any specific details about the technical problem that was cited for the rejection of your withdrawal?
• Could you please clarify the exact date when you requested the withdrawal?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Thank you again for your cooperation.

Hi Petra, I'm answering your questions:

I made a withdrawal on March 5, 2026. A few days later, I received an email informing me that due to a technical problem, the withdrawal hadn't been processed (I don't know what the technical problem was, but it lasted for several days). After a few days, the amount reappeared in my account, but I couldn't make another withdrawal. The platform wouldn't let me, and the only option was to play the entire amount, which I didn't want to do. After contacting support several times, they told me they would make a manual transfer, which was carried out on March 17 (the date the amount disappeared from the platform), but it has never arrived in my bank account.

-Yesterday, April 12, 2026, I made a withdrawal, and it was successfully completed on the same day.

-I have always used the same withdrawal method, to my bank account.

I will be attentive to any updates.

Hola Petra, respondo sus consultas:

-Yo hice el retiro el 05/03/2026, a los días me llega un correo en el cual me informan que debido a un problema técnico este no se llevó a cabo (desconozco el problema técnico que argumentaron, pero esto se extendió por varios días). A los días el monto vuelve a figurar en mi cuenta, sin posibilidad de volver a generar un nuevo retiro, la plataforma me lo impedía y la única opción era jugar el 100%, cosa que no deseada, al ponerme en contacto varias veces con soporte, me dijeron que harían una transferencia manual, la cual se llevó a cabo el 17 de marzo (fecha en que el monto desapareció de la plataforma), pero este nunca ha llegado a mi cuenta bancaría.

-Ayer 12/04/2026 hice un retiro, y durante el mismo día de efectuó con éxito.

-Siempre he utilizado el mismo método de retiro, a mi cuenta de banco.

Quedo atenta a cualquier novedad,

Thank you for your reply and for providing the previous details, Patusan.

• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Petra, along with sending my greetings, I am attaching what you requested:

So far, I haven't received any information from Beteum. I wrote to them on Friday to request an update, and they replied with a generic email that ultimately says nothing, but they acknowledge the situation, which I've attached. I've also attached a screenshot of my casino account showing the withdrawal as "completed," but the transfer never arrived in my account.

I attached two files via email, but I couldn't do it through here.

Thank you and I hope to hear from you soon.

Kind regards

Patusan

Estimada Petra, junto con saludar, adjunto lo solicitado:

Hasta el momento no me han informado nada desde Beteum, el viernes escribí para solicitar novedades y me responden con un correo tipo que al final no dice nada, pero admiten la situación, lo adjunto. Además, adjunto captura de pantalla de mi cuenta en el casino donde dice "completado" el retiro y nunca llegó la transferencia a mi cuenta.

A través de un correo adjunté 2 archivos, por acá no lo logré.

Gracias y espero tener pronta respuesta.

Saludos cordiales 

Patusan 

Dear Patusan

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 Jana (jana.k@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,

Petra

Dear Patusan,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Beteum Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Thanks Jana, I'm still waiting.

Gracias Jana, sigo a la espera.

Dear Patusan,

Thank you for contacting us.

We kindly inform you that all your withdrawals have been completed successfully from our side. Excuse us for the technical issues that occurred in your past withdrawal requests.

Thank you for your cooperation.

Best regards,

Beteum Team

Dear Patusan,

please keep us informed when you receive your funds from the casino.

I've received other withdrawals, but never one of $350,000 to date.

He recibido otros retiros, pero el de $350.000 hasta la fecha NUNCA

Dear Patusan,

We kindly ask for your patience as the casino processes the funds to your account. Once you have received them, please keep us informed of the status. Thank you for your understanding.

Dear Patusan,

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.

Hi Jana, it's been almost 2 months and still nothing. Beteum contacted me and asked for a bank document confirming that the transfer for the indicated amount and date was not received. I sent it to them a second time, and it says verbatim, "We can inform you that no transfer for the reported amount was registered. We recommend that you check with the payment sender. " So I'm still waiting.

I appreciate the 7-day extension; I hope it will be resolved within that period, but it doesn't depend on me.

Good day 🙂

Hola Jana, ya han pasado casi 2 meses y nada aún, me escribieron de Beteum y me solicitaron un documento del banco en el cual corroboren que no se ha recibido la transferencia por dicho monto y la fecha indicada, se los envíe por 2da vez, y dice textual "podemos informar que, no se registra transferencia por el monto informado, recomendamos que revise con el emisor del pago" por tanto sigo a la espera.

Agradezco la ampliación de 7 días, espero se solucione en dicho periodo, pero no depende de mí.

Buen día 🙂

Dear Patusan,

Thank you for your efforts.

We kindly inform you that we will be waiting for updates regarding the matter. We hope it is being solved as soon as possible.

Best regards,

Beteum Team

Dear Jana, along with a warm greeting and returning to my case, I am here to give you the latest updates.

Beteum requested me for the 4th time to write to the bank asking them to check if the transfer was made on March 17th for $350,000, since the supplier made the payment as a "payment order".

And the bank responded that if the payment was made by "payment order", that type of transfer can only be received in current accounts.

Since my account is a checking account (an account I entered and that was verified on the platform), the money could not be deposited there.

For that reason, the bank indicates that the funds should have already been returned to the person who made the payment.

Furthermore, they indicate that they have no record of any rejected or pending amount being deposited into my checking account on March 17th.

In other words, the bank is indicating that: the money never actually arrived in my account, and that it was automatically returned to the payment sender.

It's been almost two months now and they haven't given me a solution. For me, it's as simple as the supplier making the required transfer, since the one they made failed, but I don't know why they're making this so complicated.

I await any instructions.

Good day

Patusan

Estimada Jana, junto con un cordial saludo y retomando mi caso, vengo a dar las últimas novedades.

De Beteum me solicitaron por 4ta vez que escribiera al banco solicitando que revisaran si fue realizada la transferencia el día 17 de marzo por $350.000.- ya que el proveedor efectúo el pago como "orden de pago". 

y del banco respondieron que si el pago se hizo mediante "orden de pago", ese tipo de transferencia solo puede recibirse en cuentas corrientes.

Como mi cuenta es una cuenta vista (cuenta que ingresé y verificaron en la plataforma), el dinero no pudo ser abonado allí.

Por esa razón, el banco indica que los fondos ya deberían haber sido devueltos a la persona que realizó el pago.

Además, señalan que no tienen registro de que el día 17 de marzo haya ingresado a mi cuenta vista un monto rechazado o pendiente de recepción.

En otras palabras, el banco está indicando que: el dinero nunca llegó efectivamente a mi cuenta, y que fue retornado automáticamente al emisor del pago.

Ya van casi 2 meses de esto y no me dan una solución. Para mi es tan simple como que el proveedor efectúe la transferencia requerida, ya que la que efectuaron fue fallida, pero no sé porque me tramitan tanto.

Quedo atenta a cualquier instrucción.

Buen día

Patusan 

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Patusan,

Thank you for your patience.

We kindly inform you that we have provided to you via e-mail a SWIFT code which you may share with your bank for checking.

Thank you for your cooperation.

Best regards,

Beteum Casino Team

Dear Beteum Casino Team,

The SWIFT code I sent again was not helpful, as it corresponded to the same information I had previously submitted. Regarding this, the bank told me the following verbatim:

"I'm letting you know that due to security protocols we cannot access external links."

Furthermore, during these two months I have carried out all the actions requested of me, which have even exceeded what is reasonable considering that the problem does not originate on my end. However, there are situations that are completely beyond my control.

The bank has already confirmed that it has not received any transfer related to the requested withdrawal and, furthermore, reported that the payment order issued by the provider failed because this type of transaction cannot be made to a checking account, which is precisely the type of bank account I have. All the required documentation and background information were submitted by me in a timely manner.

Therefore, there is no further action I can take with the bank. The situation stems from a problem with the payment method used by your supplier, so the responsibility for resolving this issue lies with you.

Therefore, I urge you to process the outstanding payment of $350,000 corresponding to my withdrawal, requested on March 17th, in a serious, concrete, and definitive manner, considering that an excessive amount of time has passed without an effective solution. Furthermore, I wish to reiterate that we continue to submit the same requests and information previously provided, without any resolution to the problem to date.

Sincerely

Estimados Equipo del Casino Beteum,

El código SWIFT enviado nuevamente no fue de utilidad, ya que corresponde al mismo antecedente remitido anteriormente. Al respecto, el banco me indicó textualmente lo siguiente:

"Te comento que por protocolos de seguridad no podemos ingresar a links externos".

Por otra parte, durante estos dos meses he realizado todas las gestiones que me han sido solicitadas, las cuales incluso han excedido lo razonable considerando que el problema no se origina de mi parte. Sin embargo, existen situaciones que escapan completamente a mis posibilidades de acción.

El banco ya confirmó que no ha recibido ninguna transferencia asociada al retiro solicitado y, además, informó que la orden de pago emitida por el proveedor fue fallida, debido a que este tipo de operación no puede realizarse hacia una cuenta vista, que corresponde precisamente a mi tipo de cuenta bancaria. Toda la documentación y antecedentes requeridos ya fueron enviados oportunamente por mi parte.

En consecuencia, no existe ninguna gestión adicional que yo pueda efectuar ante el banco. La situación se origina en un problema asociado al método de pago utilizado por su proveedor, por lo que la responsabilidad de regularizar esta situación recae en ustedes.

Por lo anterior, solicito encarecidamente que se gestione de manera seria, concreta y definitiva el pago pendiente correspondiente a mi retiro por $350.000, solicitado el día 17 de marzo, considerando que ha transcurrido un tiempo excesivo sin una solución efectiva. Asimismo, hago presente que continuamos reiterando las mismas gestiones y antecedentes ya informados con anterioridad, sin que hasta la fecha exista una resolución al problema.

Atte.

Dear Beteum Casino Representative, I hope this message finds you have a solution to the issue I've raised. Have you taken the time to look into this matter with your supplier to find a solution for me?

Sincerely

Estimado Representante del casino Beteum, junto con saludar me tiene alguna solución a lo expuesto? se han dado el tiempo de ver el tema con el proveedor que tienen a cargo para que me den una solución.

Atte.

Dear Patusan,

Thank you for your response.

We would like to clarify a misunderstanding regarding the information previously provided. Our team has shared the SWIFT Script/Copy for your transaction; please note that a SWIFT code or script is a standard banking text record and is not an external link.

To help us resolve the matter, we kindly ask you to provide a screenshot or copy of your email communication with your bank. Specifically, we need to see the part where you shared the SWIFT Script details with them and their official response confirming that the funds cannot be located using that data.

Please forward this communication to us at your earliest convenience via e-mail so we can investigate this further with our financial team.

Best regards,

Beteum Team

Dear Patusan,

I kindly ask you to provide the casino with a screenshot or a copy of your conversation with your bank via their e-mail. This will allow the casino to conduct a more thorough investigation. Thank you for your ongoing support and assistance.