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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.

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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