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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

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.