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On April 7th, I submitted a withdrawal request of $3,000. 

On April 9th, only 10,000 JPY was received. 

BeeBet support told me the remaining amount would be returned to my account due to payment provider maintenance.

Later, they suggested using Payz. I created an account and submitted a new withdrawal request of $500 on May 13th, 2025. 

However, the previous request still hasn't been processed, and the Payz request remains pending.

I've contacted support multiple times, but I only received vague responses like "Please wait." 

This situation has continued for weeks without resolution. I am feeling very anxious and frustrated.

I would like your help in resolving this issue and recovering my funds.

Dear AY.20021629,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process. To assist you effectively, could you please provide answers to the following questions:

• Has the customer support informed you how long the payment provider maintenance would take?
• Could you please send me a screenshot of the payment methods you see in your casino profile available for withdrawals?
• How many pending withdrawal requests are currently in your account?
• Have you passed the full KYC verification?
• Have you tried selecting any other payment methods for processing your withdrawal?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello.

We will answer your questions as follows:

1. Customer support explained that there was a delay due to maintenance at the withdrawal provider, but did not provide a specific period of time.

2. As you can see in the attached screenshot, my account currently shows that only "Payz" is available for withdrawal.

3. You currently have 1 pending withdrawal request ($500).

4. Yes, KYC is already fully approved.

5. I tried to find another withdrawal method but Payz is the only option available at the moment.

Thank you very much.

こんにちは。

以下の通り、質問にお答えいたします。

1. カスタマーサポートからは「出金プロバイダーのメンテナンスにより遅れている」という説明がありましたが、具体的な期間は示されませんでした。

2. 添付したスクリーンショットにある通り、私のアカウントでは現在「Payz」のみ出金可能と表示されています。

3. 現在、保留中の出金リクエストは1件（$500）あります。

4. はい、KYCはすでに完全に承認済みです。

5. 他の出金方法を試そうとしましたが、現在はPayzしか選択肢が表示されておりません。

よろしくお願いいたします。

I've been sending reminder emails and chatting with them every other day for almost two months now.

The operator is friendly,

No matter what question I ask, there is no satisfactory answer. It's the same answer every time.

We've been told for weeks now that it will take several weeks.

I have no idea what the progress is.

Two months have passed since my withdrawal request for $3,000 was pending.

I was told that my PAYZ $500 withdrawal request has not progressed yet.

Please help me. I really want all the money in my account returned. I'm in a really bad situation.

もう2ヶ月近く２日に１回は催促のメール、チャットをするのですが、

オペレーターの対応は優しいのですが、

どんな質問をしても納得いくような答えはありません。毎回同じ答えです。

数週間かかると数週間前から言われています。

進捗状況も全くわからないです。

3000ドルの出金申請が保留になったまま2ヶ月が経ちました。

PAYZ 500ドルの出金申請はまだ何も進んでいないと言われました。

助けてください。本当はアカウント内の掛け金全て返して欲しいのです。ものすこく困ってます。

Thank you very much, AY.20021629, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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.

Dear AY.20021629,

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 BeeBet 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.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the New Brunswick Gaming Authority (https://www2.gnb.ca/content/gnb/en/departments/public-safety/community_safety/content/gaming-control-licensing-services.html) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana