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Subject: Complaint regarding Beteum Casino

Hello Casino.Guru team,

I have a serious problem with Beteum Casino. I will describe it briefly here, and once you contact me by email, I will send all the screenshots and explain everything in detail.

On October 18, 2025, I deposited €200 at Beteum Casino and reached a balance of €502. After that, I claimed the 200% welcome bonus and increased my balance to €12,500.

When I claimed the bonus, I also received a confirmation email with the bonus terms and conditions, and there was no mention anywhere that deposits made via Skrill are not eligible for the bonus.

After completing the bonus requirements, my balance was reduced to €1,500.

Through live chat, they explained that the maximum withdrawal allowed is 3× the bonus amount, which in this case means €500 × 3 = €1,500. I requested three withdrawals, which were pending.

After that, I filed a complaint about the €12,500 that was taken, and following my complaint on AskGamblers, Beteum returned the full balance to my account – showing €12,500 plus three pending withdrawals.

However, two hours later, they removed all the funds again, canceled my withdrawals, and closed my balance. Their explanation was that since the deposit was made via Skrill, I was not eligible for the bonus.

This is a clear case of fraud, as they first approved everything and later confiscated all the money, despite previously confirming my bonus by email and not stating any Skrill restrictions.

I noticed that there are many similar complaints against Beteum, which is why I am contacting you.

Please contact me so that I can send you all the screenshots and details.

This situation reflects very poorly on the reputation of online casinos in general.

Thank you in advance.

Best regards,

sandro č.

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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 better understand your situation.

• Could you please specify how you activated the 2nd deposit bonus? Was it available directly in your casino profile, or did you activate it via an email or by manually entering a promotional code in your account?
• Could you also clarify why the casino refunded the €12,500 balance to your account, even though the bonus had a maximum winnings cap that was applied to your balance?
• Has the casino returned your deposit, or was your entire balance confiscated after you were informed that deposits made via Skrill were not eligible for this bonus?
• Lastly, have you activated the 1st deposit bonus as well?

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,

Veronika

Dear Pancozg,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.