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After requesting the withdrawal of the winnings, I contact customer service to ask for the credit times and I am told that it would take 3 working days, then 5, then 7. With the premise that I have uploaded all the necessary documents at the time of registration (around November), having asked several times for these to be verified, I have always been told that it was necessary to wait. Regarding the withdrawal, however, I received conflicting and even incorrect information, they made me upload other documents and then tell me that from the moment of uploading it would be several days for the withdrawal to be approved, they declared that the phone invoice (where there is proof of my home) was not accepted so we needed another invoice from another user (which I do not have), which is absolutely false considering that in the terms and conditions it is written that the telephone invoice is accepted and after the I pointed out to the assistance, they just apologize for the wrong information without giving me further explanations or information on the verification of documents / withdrawal; I also had problems entering the withdrawal data as they do not accept to pay you by credit card (which is the method I used with the deposit) but they expect you to enter bank details related to a current account, I do not have a c / c physical staff, and relying on a virtual account I had to enter Iban of this account and I was challenged for the fact that the account is virtual from an operator, another operator instead told me that everything is ok. My gaming experience was very bad and the support very bad. I made the withdrawal request on April 14th and since that day I have received conflicting or false information.

Dopo aver chiesto il prelievo della vincita contatto il servizio clienti per chiedere i tempi di accredito e mi viene detto che ci sarebbero voluti 3 giorni lavorativi, poi 5, poi 7. Con la premessa che ho caricato tutti i documenti necessari al momento dell’ iscrizione (circa Novembre), avendo chiesto più volte che questi venissero verificati, mi è sempre stato detto che era necessario aspettare . Circa il prelievo invece ho ricevuto informazioni discordanti e addirittura errate, mi hanno fatto caricare altri documenti per poi dirmi che dal momento del caricamento sarebbero passati più giorni per l’approvazione del prelievo, hanno dichiarato che la fattura del telefono (dove è presente la prova del mio domicilio) non veniva accettata quindi ci voleva un’altra fattura di un’altra utenza (che non ho), cosa assolutamente falsa considerando che nei termini e nelle condizioni c’è scritto che la fattura telefonica viene accettata e dopo che l’ho fatto notare all’assistenza, si limitano a scusarsi per l’informazione sbagliata senza darmi ulteriori spiegazioni ne informazioni sulla verifica documenti/prelievo; ho inoltre avuto problemi anche per inserire i dati del prelievo in quanto non accettano di pagarti tramite carta di credito (che è il metodo che ho utilizzato con il deposito) ma pretendono che inserisci dati bancari legati a conto corrente, io non avendo un c/c personale fisico, e affidandomi a conto virtuale  ho dovuto inserire Iban di questo conto e mi è stato contestato il fatto che il conto è virtuale da un operatore, un’altro operatore invece mi ha detto che è tutto ok. La mia esperienza di gioco è stata molto negativa e l’assistenza pessima. Ho effettuato la richiesta di prelievo giorno 14 Aprile e da quel giorno ho ricevuto informazioni discordanti o false.

Dear Giulial,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have made any successful withdrawals before? Do I understand correctly that your withdrawal is currently being held due to incomplete verification?

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 be able to help you to resolve this case as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Dear all,

we're very sorry for the delay, the payment of 800EUR was made successfully, by bank transfer.

Kind regards,

BeemCasino Team

Received.

Ricevuto.

Awesome news, Giulial. Thank you all for your cooperation. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.