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I won a bigger jackpot in January 2022, which of course made me very happy at first. However, when it came to payout, the problems started. First I was supposed to split the payouts into smaller parties because they seemed to be too high so I split the total winnings of over 30000 euros back then into 2000s payouts. It has now taken more than 4 months to get to the current payment level of 22,000 euros. Not only that the casino didn't stick to their own payout regulations of 12000 euros per month, they just blocked my account without warning to get rid of me. I took daily screenshots of my withdrawal history as well as all chat histories with live support. Each time put off or put off for months and now there is no answer or reaction to my emails. A bottomless impertinence is that my winnings are simply pocketed and my account blocked. I even suggested a settlement in hopes of getting my payouts a little sooner but this casino is very uncooperative and would rather take all of a player's winnings and then try to sweep it under the rug.

Ich habe and Januar 2022 einen größeren Jackpot gewonnen was mich natürlich am anfang riesig gefreut hat. Als es jedoch zur Auszahlung kam fingen die Probleme schon an. Zuerst sollte ich die Auszahlungen in kleinere Parteien aufteilen weil sie anscheinend zu hoch waren also habe ich den Gesamtgewinn von über 30000 Euro damals in 2000er Auszahlungen aufgeteilt. Es hat jetzt über 4 Monate gedauert um auf den aktuellen Auszahlungsstand von 22000 Euro zu kommen. Nicht nur dass sich das Casino an ihre eigenen Auszahlungsbestimmungen von 12000 Euro monatlich nicht gehalten hat haben sie mir jetzt einfach ohne Vorwarnung das Konto gesperrt um mich loszuwerden. Ich habe täglich von meiner Auszahlungshistorie sowie von allen Chatverlaufen mit dem Livesupport screenshots gemacht. Jedesmal vertröstet oder hingehalten über Monate hinweg und jetzt gibt es keinerlei Antwort oder Reaktion auf meine Emails. Eine Bodenlose Frechheit ist das meinen Gewinn einfach einzustreichen und mir das Konto zu sperren. Ich hatte sogar einen Vergleich vorgeschlagen in der hoffnung meine Auszahlungen etwas früher zu bekommen aber dieses Casino ist sehr unkooperativ und streich lieber den kompletten Gewinn eines Spielers ein und versucht das ganze dann unter dem Teppich zu kehren.

Hello Theo27,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that €22,000 is currently being held in your blocked account?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

The current open payments are 22000 euros. I have emailed all relevant screenshots and email traffic.

Hallo Kristina,

Die aktuellen offenen Auszahlungen betragen 22000 Euro. Ich habe alle relevanten Screenshots und den emailverkehr per Email zugesandt.

Thank you for your reply, Theo27. Do I understand correctly that you have not received any explanation regarding the blocked account?

That's right the account was suspended by Beemcasino without any warning and without any reason. Currently open payments on the account amount to 22000€ and have been processed since the end of January as can be seen in the pictures I sent.

Das ist richtig das Konto wurde ohne Vorwarnung und ohne Grund gesperrt seitens des Beemcasinos. Aktuell offene Auszahlungen auf dem Konto belaufen sich auf 22000€ und werden seit Ende Januar bearbeitet wie auf den Bildern die ich zugeschickt habe zu sehen ist.

Thank you very much Theo27 for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Dear Theo27,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Beem Casino to join the conversation and participate in the resolution of this complaint.

Dear Beem Casino,

Can you please provide an explanation for the player's account having been blocked?

Kind regards,

Adam

We would like to ask Beem 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Theo27,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to visit the Curacao e-Gaming website (https://www.curacao-egaming.com/public-and-players/complaints-landing) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Best regards

Adam