Beem Casino - A conta do jogador foi bloqueada.

Hello everyone,

I deposited 100 EUR and won 1250 EUR. Then I requested a withdrawal and sent all the documents to the casino for verification. After several hours I tried to log into the casino, but it didn't work. Then a message pops up that my account has been deactivated.

Live chat is also not available for those who are not logged in. I wrote an email to support but haven't received an answer yet.

I hope you can help me. After all, that's a large sum for me.

Thanks in advance.

Oguz Han G ****

Hallo Zusammen,

Ich habe 100 EUR eingezahlt und damit 1250 EUR gewonnen. Dann habe ich eine Auszahlung angefordert und alle Dokumente zur Verifizierung an das Casino geschickt. Nach mehreren Stunden habe ich mich versucht im Casino einzuloggen, aber das ging nicht. Da ploppt die Meldung, dass mein Konto deaktiviert worden ist.

Livechat ist für nicht eingeloggte auch nicht verfügbar. Habe an den Support eine Email geschrieben aber bislang noch keine Antwort erhalten.

Hoffentlich können Sie mir helfen. Schließlich ist das eine hohe Summe für mich.

Vielen Dank im voraus.

Oguz Han G****

Dear Oguz Han,

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 understand the whole situation completely. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I understand your frustration, Oguz Han. I will set the timer for additional 5 days and if there’s no development by Friday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear BeemCasino Team,

Do I understand correctly that the first payment (bank transfer, 28/11 14:55) was successful but the second one (Astropay, 29/11 8:11) wasn't?

Hi, everyone,

In this case, accusing me of fraud as well is the absolute hardship. I did not initiate a deposit via Astropay at all. I logged in on the evening I won and wanted to deposit 100 EUR again. I saw that I still have 100 EUR in the account and then started with it.

Now it is claimed here that my deposit was posted twice. I assumed I won one of the tournaments. Does every player who logs into his account keep track of whether the casino has incorrectly booked something on it? I play at several online casinos and I don't!

So to speak of fraud borders very insolence and disrespect.

What would have happened if I had logged in and these 100 EUR were not in my account:

I would have deposited 100 EUR and played the same way.

A tip from me to the BeemCasino: For every player who wins a large sum, you can make a double booking overnight and block his account the next day without notice. So you never have to pay anything again and you can also commit character assassination by calling the player a cheat.

Hallo zusammen,

in diesem Fall auch noch mir Betrug vorzuwerfen ist ja die absolute Härte. Ich habe gar keine Einzahlung per Astropay veranlasst. Ich habe mich an dem Abend, an dem ich gewonnen habe eingeloggt und wollte wieder 100 EUR einzahlen. Ich sah, dass ich noch 100 EUR auf dem Account habe und habe damit dann losgelegt.

Jetzt wird hier behauptet, dass meine Einzahlung doppelt gebucht wurde. Ich habe angenommen, bei einem der Turniere gewonnen zu haben. Verfolgt jeder Spieler der sich in seinem Account einloggt, ob das Casino fälschlicherweise noch was drauf gebucht hat? Ich spiele an mehreren Online-Casinos und ich mache das nicht!

Also von Betrug zu reden, grenzt sehr Unverschämtheit und Respektlosigkeit.

Was wäre gewesen wenn ich mich eingeloggt hätte und diese 100 EUR wären nicht in meinem Account:

Ich hätte 100 EUR eingezahlt und auf die selbe Weise gespielt.

Ein Tipp von mir an das BeemCasino: Bei jedem Spieler der eine hohe Summe gewinnt, könnt ihr über Nacht eine doppelte Buchung durchführen und am nächste Tag ohne Ankündigung sein Konto sperren. So müsst ihr nie wieder was auszahlen und könnt zusätzlich Rufmord begehen in dem ihr den Spieler als Betrüger bezeichnet.

Dear Casino Guru,

No, both transactions have SUCCESS status which is visible on a screenshot. The point is that the first transaction was added manually as the client came to chat with the screenshot proving that the deposit stuck, so we added it manually. But the next day, the system credited it again, which you can track by transaction IDs on a screenshot, which proves that it was the same transaction credited twice. The client won from the mistakenly credited deposit and it stated in our Terms, that client must not use system errors and inform us in such cases. Also, we do not process winnings payouts which are the result of technical errors.

Kind regards,

BeemCasino Team

Dear Oguz Han,

All the transactions and bonus records could be checked by a player in his account on a website. If you see any money on your balance and you are not sure what is the origin of these funds, you can double-check it in chat or check the bonus history tab from your side.

Due to paragraph 11.14, should You become aware of any possible errors or incompleteness in the software, You agree to refrain from taking advantage of them. Moreover, You agree to report to the Casino any error or incompleteness immediately. Should You fail to fulfill such obligations, the Casino has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error/incompleteness and the failed notification.

Kind regards,

BeemCasino Team

Dear Oguz Han,

It is an unfortunate situation. Please understand that if your first deposit has been played down to €0 and subsequently, your active balance was credited mistakenly by the system, you earned an unfair advantage, even if unintentionally.

Please check the general Terms and Conditions (here):

"11.14 Should You become aware of any possible errors or incompleteness in the software, You agree to refrain from taking advantage of them. Moreover, You agree to report to the Casino any error or incompleteness immediately. Should You fail to fulfill such obligations, the Casino has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error/incompleteness and the failed notification."

Could you please confirm that you have placed one deposit only? Have you tried to find out more information regarding your topped-up balance? Looking forward to hearing from you.

Yes, I can confirm that I only made one deposit. Wanted to make another deposit, but saw that I have 100 EUR in the account. As I said, I assumed that it came from a tournament or "drop & win". I have been playing online for years and have never seen a casino incorrectly post funds to my account.

I think the casino is making the mistake, not me. Therefore, it could have been approached more accommodating, even if it says so in the terms and conditions. Of course, I understand that in this situation I have been playing with money that is not mine. I was neither aware of nor intended to do so.

It's still a bad experience for me and I'll give my reviews wherever I can.

Ja, ich kann bestätigen, dass ich nur eine Einzahlung getätigt habe. Wollte eine weitere Einzahlung machen, aber sah, dass ich 100 EUR auf dem Account habe. Wie gesagt, habe ich angenommen, dass es von einem Turnier kommt oder "drop & win". Ich spiele seit Jahren online, habe noch nie erlebt, dass ein casino fälschlicherweise Geld auf mein Konto gebucht hat.

Ich finde der Fehler geht vom Casino aus, nicht von mir. Daher hätte man das auch kulanter angehen können, selbst wenn es in den AGB's so steht. Ich sehe das natürlich ein, dass ich in dieser Situation mit Geld gespielt habe, das mir nicht gehört. Das war mir weder bewusst noch beabsichtigt.

Das ist trotzdem eine schlechte Erfahrung für mich und ich werde überall meine Bewertung dazu abgeben, wo ich nur kann.

Dear Oguz Han,

I fully understand your point of view. On one hand, it was user-friendly that the casino added your stuck deposit manually and you didn't have to wait for the investigation where the funds ended up. However, the system made a mistake and added it twice. Unfortunately, technologies do not always work the way they've been programmed.

Please understand that you gained an advantage when you played with funds that didn't belong to you, even if unintentionally. Therefore, we are forced to reject your complaint.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. Thank you for your understanding.