Beem Casino - O jogador está lutando para concluir a verificação da conta.

Good day

More than a week ago I made a withdrawal worth € 1000. The casino's bonus expectations were implemented and adhered to. Since the beginning of last week I have attached all the necessary documents by email and in the upload area (account).

Numerous chats serve as evidence here.

In addition to the confirmations from the casino that everything was okay with the statements! Again, misleading and repetitive questions about documents that have already been uploaded are the order of the day. I hereby file a complaint:

• Misleading support entertainment
• Request to verify documents that have already been uploaded
• Confirmation that payment is already in progress (misstatement)
• In my opinion, stalling buy time

This casino makes a very dubious impression on me and I do not see any professionalism in relation to my performance (deposit) and the obligation of Beem Casino to ensure a smooth process of the payout.

Guten Tag

Vor mehr als einer Woche habe ich eine Abhebung im Wert von 1000€ getätigt. Die Bonuserwartungen des Casinos wurden umgesetzt und eingehalten. Seit beginn letzer Woche habe ich alle nötigen Dokumente per E-Mail sowie im Upload Bereich (Konto) angefügt.

Zahlreiche Chats dienen hier als Beweis.

Nebst den Bestätigungen seitens Casino, mit den Aussagen es sei alles in Ordnung! Sind wiederum irreführende und wiederholende Fragen nach bereits hochgeladenen Dokumenten die Tagesordnung. Hiermit lege ich Beschwerde ein:

• Irreführende Support Unterhaltung
• Aufforderung bereits hochgeladene Dokumente erneut zu verifizieren
• Bestätigung dass Auszahlung bereits im Gange sei (Fehlaussage)
• Hinhalten aus meiner Sicht Zeit schinden

Diese Casino macht einen sehr unseriösen Eindruck auf mich und ich sehe keinerlei Professionalität gegenüber meiner Erbrachten Leistung (Einzahlung) und der Verpflichtung von Beem Casino einen reibungslosen Ablauf der Auszahlung zu gewährleisten.

Dear Manuel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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

Dear Manuel,

we're very sorry for the caused inconvenience. Your documents have been already approved and the first cashout portion was made yesterday, unfortunately it was rejected by your bank. We'll make another attempt today.

Kind regards,

BeemCasino Team

I keep hearing a wide variety of innovations and statements that cannot be reconciled. But okay, patience remains. Now my account has been closed and I have not received my payment. How do I proceed now ?

Ich höre immer wieder verschiedenste Neuerungen und Aussagen diese sich nicht vereinbaren lassen. Aber okay es bleubt bei der Geduld. Nun wurde mein Account geschlossen und meine Auszahlung habe ich nicht erhalten. Wie gehe ich nun vor ?

Thank you very much, BeemCasino Team, for your assistance and prompt response.

Dear Manuel,

Could you please provide the requested statement?

The first payment has been received, in this case thanks for taking care of it. Account is now open again.

Now I'm waiting for the remaining € 500 and then we can close this case

Die erste Zahlung ist eingegangen, Danke in diesem Fall für die Erledigung. Konto mittlerweile auch wieder offen.

Nun warte ich auf die restlichen 500€ und danach können wir diesen Fall schliessen

Dear Manuel,

thank you for the confirmation. Last payment will be processed today.

Kind regards,

BeemCasino Team

Dear Casino Guru Team

The question that I still have to ask about Beem Casino's withdrawal procedure:

Why do I have to request individual withdrawals in the amount of € 500 as a direct debit. I have not found any information in the terms and conditions to justify this statement. I wait up to 4 days for a single payout, at least until now. Can you explain this to me in more detail here?

Best regards

Geschätztes Casino Guru Team

Die mir noch offene Frage in Bezug auf die Auszahlungsprozedur von Beem Casino:

Warum muss ich einzelne Auszahlungen in höhe von 500€ genau als Abbuchung beantragen. Ich habe keine Informationen in den Geschäftsbedingungen gefunden die diese Aussage rechtfertigt. Für eine einzelne Auszahlung warte ich einzeln Abgebucht bis zu 4 Tage, zumindest bis jetzt. Könnt ihr mir hier dies genauer erläutern?

Beste Grüsse

I'm happy to hear that you have received your first payment, Manuel.

Dear BeemCasino Team,

Could you please comment on the subject while we're waiting for the remaining payment? Thank you very much in advance.

Dear Manuel,

would you please confirm the receipt of the second payment?

About the procedure - in your case we faced payment rejects by your bank and had to use other payment solutions. Please refer to the Payment Terms below:

5.7 Please note that even for supported countries the Casino is not able to guarantee successful credit card payment processing in all cases, since banks issuing credit cards may block or reject such transactions at their own discretion.

5.19 Casino reserves the right to transfer funds in a way different from the payment method specified by Player.

5.21 Limits specified in paragraph 5.10 of these Payment Terms are subject to restrictions, introduced at the Casino's sole discretion, based on your conduct and performance on the Website, Casino's considerations and internal policies, communicated to you once above restrictions apply. 

Kind regards,

BeemCasino Team

Good evening Beem Casino

Thank you for the detailed answer!

The last thing I want to do is explore my payouts. Since yesterday I requested another payment for the value of 2000 €.

As of yesterday, these were all paid out in steps of € 500. How long do I wait until these are processed and paid out? Thanks for your answer. With kind regards

Guten Abend Beem Casino

Besten Dank für die ausführliche Antwort!

Als letztes möchte ich mich über meine Auszahlungen erkunden. Ich habe seit gestern erneute Auszahlung beantragt im Wert 2000€.

Diese wurden alle per gestern in 500€ schritten ausbezahlt. Wie lange warte ich nun bis diese bearbeitet und ausbezahlt sind. Besten Dank für Ihre Antwort. Freundliche Grüsse

I cannot confirm receipt of the 2nd payment yet, as there will be no bookings on Sunday. I am happy to look again tomorrow and confirm this here.

Eingang der 2. Zahlung kann ich noch nicht bestätigen, da am Sonntag keine Buchungen stattfinden. Gerne schaue ich Morgen erneut nach und bestätige dies hier.

Dear Beem Casino

Also i ask my Banc if they not agree with deposit‘s and they told me he never disagreed some incoming Money.

I will just find the fastest way to recive the money and stay friendly… so if you have other options they work faster let me know.

please not forget the open Questions (up)

Regards

The payments seem to be scheduled weekly if I'm not mistaken and the delay has been explained earlier.

Dear BeemCasino Team,

Could you please advise on any alternative, faster payment method to receive the winnings? Thank you very much.

My suggestion regarding the long duration of the payout and the communicative circumstances:

I ask for an immediate processing or a faster possibility of processing the open payouts.

With such a concession, I would consider this case closed provided the withdrawals have been processed?

With kind regards

Mein Vorschlag hinsichtlich langer Dauer der Auszahlung und die Kommunikativen Umständen:

Ich bitte um eine sofortige Bearbeitung oder schnellere Möglichkeit der Bearbeitung der offenen Auszahlungen.

Mit einem solchen Entgegenkommen würde ich diesen Fall als abgeschlossen betrachten unter der Voraussetzung die Auszahlungen wurden bearbeitet?

Freundliche Grüsse

Dear Manuel,

before we continue with cashouts we'd kindly ask you to confirm the receipt of the second and third payment, each of 500EUR.

Concerning more faster payment methods we could offer Skrill or Neteller as well, if it'd suit you.

Kind regards,

BeemCasino Team

Hello Beem Casino, I received the 3 payouts. Please feel free to continue with the further payouts. If things move forward quickly, I'm very happy. Can you speed up the payouts a bit?

Unfortunately, it is not always clear on the account which ones have already been prepared and which ones are still waiting.

if you speed up the process, will we find a good solution?

kind regards

Guten Tag Beem Casino die 3 Auszahlungen habe ich erhalten. Fahren Sie gerne mit den weiteren Auszahlungen fort. Wenn es nun rasch Vorwärts geht bin ich sehr froh können sie die Auszahlungen noch etwas beschleunigen?

Leider ist auf dem Konto nicht immer ersichtlich welche schon bereitet sind und welche noch in warte Position.

wenn sie den Vorgang beschleunigen finden wir eine gute Lösung ?

freundliche Grüsse

Account was blocked again!?!?

Account wurde wieder gesperrt !?!?

Deactivating an account does not promote trust. What's going on here @Beem Casino @Casino Guru

Das Vertrauen wird durch eine account Deaktivierung nicht gefördert. Was ist hier los @Beem Casino @Casino Guru

Dear CasinoGuru, would you please suspend the publishing of our reply about blockage?

@Beem Casino

My account is still blocked! Please reopen my account immediately.

I have already confirmed to you that the 3 payments of 500 € each, a total of 1500 €, have been received.

@Beem Casino

Mein Konto ist nach wie vor gesperrt! Öffnen Sie mein Konto bitte sofort wieder.

Ich habe Ihnen bereits bestätigt, dass die 3 Zahlungen von jeweils 500€, insgesamt 1500€ eingetroffen sind.

Now please go ahead and open my account again ??

Nun fahren Sie bitte fort und öffnen Sie mein Konto wieder ??

Dear CasinoGuru,

As it was confirmed by customer, the subject of this complain was resolved - the verification was performed and payout of 1000 EUR was processed as well, so we kindly request to consider it as the resolution of the current case.

Kind regards,

BeemCasino Team

It is unheard of! The case is not resolved as my account is still blocked and my funds are frozen with it. You have not commented on the deactivation of my account, nor are any reasons related to the account blocking.

Almost € 3000 is in the payout status on my account, which I no longer have access to. I will now ask you directly whether and for the last time how you want to deal with it and whether I need to consult other bodies?

You still haven't opened my account.

Es ist unerhört! Der Fall ist nicht erledigt, da mein Konto weiterhin blockiert ist und meine Gelder damit eingefroren sind. Sie haben keine Stellungnahme zur Deaktivierung meines Kontos genommen, ebenfalls fehlen jegliche Begründungen im Zusammenhang mit der Konto Blockierung.

Knapp 3000€ sind auf meinem Konto im Auszahlung Status, auf diese habe ich keinen Zugriff mehr. Ich frage sie nun direkt ob und zum letzen mal wie Sie damit umgehen möchten und ob ich weitere Stellen hinzuziehen muss ?

Sie haben mein Konto nach wie vor nicht geöffnet.

Additional comments from the player:

Ladies and gentlemen

I hereby raise a complaint again in other matters of the same provider.

Since my first deposit at Beem Casino, I have only had problems with false statements regarding withdrawals and account closure.

LICENSE CURACAO, registered: 153924

All e-mails are in place, expounding these misstatements, as well as apologies from Beem.

Print screens and chat histories are also secured and can be viewed if necessary.

The payouts have been sparse and unprofessional for around 3 weeks.

My account has already been blocked twice, one of which was activated again with an apology from Beem Management (Supporter: Marcus) and my account has currently been deactivated! Beem did not take a serious position on this, which is and remains an absolute no-go. The account is currently deactivated (printscreen in the appendix). The currently open funds that I am still expecting amount to 3000 € and the remaining balance on the account: (? € 367.- approx.)

I no longer have access.

Beem Casino kept contacting me until the account was closed / deactivated, and I was left without security, and my trust was massively burdened.

For the sake of my time and my nerves, I deal with Beem Casino and their problems in connection with payout, technical problems and competence difficulties on the part of Beem.

3000 € is a very small amount and I wonder where the fairness goes. Beem also does not express any problems on your part, but rather comforted and consoled.

@Casino Guru unfortunately I have been dealing with a process of this company for too long that now seems to let me down.

Therefore, in this case, I ask for professional support from you and also ask @Beem Casino to close this matter peacefully.

I thank you for your reply in advance.

regards

Mr. M. M******

Dear Manuel,

Do I understand correctly that €1,500 has been received successfully? Could you please advise how much money is still pending inside the account as the complaint has been filed for €1,000? Thank you very much.

Hello Petronela

I have received the 1500 € and have entered my account. In the meantime, when my account was still open, I made more winnings, currently there is € 3000 outstanding .

There is also a remaining balance to the value of approx. 290 € on the account.

My account is currently still blocked.

Guten Tag Petronela

Die 1500€ Habe ich erhalten und sind auf meinem Konto eingegangen. In der Zwischenzeit als mein Konto noch offen war, habe ich weitere Gewinne erzielt, zurzeit stehen noch 3000€ aus.

Ebenfalls ist noch Restguthaben im Wert von ca. 290€ auf dem Konto.

Mein Konto ist zurzeit immer noch gesperrt.

Here only a part of promises and hold out, also the account relaxations can be seen .. although my account is still blocked.

Hier nur ein Teil von Versprechungen und hinhalten, ebenfalls ersichtlich die Konto Entspannungen.. obwohl mein Konto immer noch gesperrt ist.

Thank you very much, Manuel, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Manuel,

I looked at your complaint and will do my best to help you. I would like to invite Beem Casino into this conversation. Casino, can you please specify why did you block the player’s account and what is the problem with his withdrawal?

Dear Viliam

Thank you for taking on this complaint to Casino Beem.

What I can see is that Casino Beem doesn't really want to give an answer or give a reason. As I was informed via email, my account has been checked for 3 weeks without a solid reason. With these sparse answers also here in this forum, Beem Casino is wasting time, and can again let 6 days pass for each answer that does not lead to my goal. I will now be patient and wait for this answer. First of all, I thank you Viliam for the help. Best regards

Lieber Viliam

Besten Dank für die Übernahme dieser Beschwerde gegenüber Casino Beem.

Was ich sehen kann ist, dass Casino Beem nicht wirklich eine Antwort geben möchte oder einen Grund nennen will. Wie mir via Mail mitgeteilt wurde wird mein Konto seit 3 Wochen einer Prüfung unterzogen ohne handfeste Begründung. Mit diesen spärlichen Antworten auch hier in diesem Forum schindet Beem Casino Zeit, und kann pro Antwort diese wiederum nicht zum Ziel meinerseits führt erneut 6 Tage verstreichen lassen. Ich gedulde mich nun noch und warte diese Antwort noch ab. Vorerst bedanke ich mich bei Dir Viliam für die Hilfe. Beste Grüsse

Dear all,

As per Casino terms, the whole withdrawal will be payed in installments till full cash out, the recent payment of 500 EUR was sent yesterday.

Kind regards,

BeemCasino Team

Thanks for the info Beem Casino!

The account is still blocked?

I would also like to ask how much time it will take for the full payout?

Thank you very much

Manuel M *****

Danke für die Info Beem Casino!

Das Konto bleibt weiterhin gesperrt?

Zudem möchte ich fragen wie viel Zeit die vollständige Auszahlung in Anspruch nehmen wird?

Besten Dank

Manuel M*****

Since my account is still blocked, I would like to ask you to confirm / state the total amount?

With kind regards

Da mein Konto nach wie vor gesperrt ist, möchte ich Sie bitten den Gesamtbetrag zu bestätigen / anzugeben?

Freundliche Grüsse

Dear all,

The cashout is processing in installments and the part in amount of 500 EUR was processed on December 14th. The rest of 2430.38 EUR will be paid in parts of 500 EUR as soon as possible.

Kind regards,

BeemCasino Team

Dear Casino,

please specify when you'll pay the next installment? Also, specify on what basis will be paid the rest (weekly or some time frame).

Viliam

Thank you for your support in this extremely questionable case.

The last payout took place on December 14th ... now more than a week has passed, so more than 5 working days. How long should this go on, I ask myself.

best regards

Viliam

Danke für die Unterstützung in diesem äusserst fraglichen Fall.

Letze Auszahlung hat am 14. Dezember stattgefunden… nun ist mehr als eine Woche vergangen, somit mehr als 5 Werktage. Wie lange soll sich das noch ziehen frag ich mich.

beste Grüsse

Dear Manuel,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru

Dear Manuel,

I've closed this complaint as resolved because you've written: "The last payout took place on December 14th". So I thought it was resolved.

We’ve reopened this complaint as per the player’s request.

Additional comments from the player: "This case has not yet been resolved !!! Viliam why are you closing this case with no money left ??????"

We would like to ask the Beem Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear manuelm,

would you please confirm the receipt of 1000EUR that we've send 2 days ago please? Thank you!

Kind regards,

BeemCasino Team

I have not received any money.

Unfortunately, no funds have been received.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Dear manuelm,

last payment of 500EUR was made on Friday, please confirm the receipt.

Kind regards,

BeemCasino Team

I cannot confirm receipt.

In addition, the €1000 you specified are missing, which have also not arrived.

No money was received.

In addition, I have already contacted my bank several times and asked about possible refusals on the part of my bank.

Response from my bank: If payments are declined, they will always be discussed with the customer!

The information provided by Beem Casino is incorrect and a waste of time in my opinion.

I ask for payment receipts from Beem Casino that were sent once in the past.

The payments have been pending for several months and have not been paid out in full.

The question why the account is still blocked remains disregarded by Beem Casino?????

The timer is reset again and again and put in a waiting position - this is no longer an acceptable state. I am now asking for a peaceful solution of an outstanding amount of €1500, which I have not received.

Dear Casino,

send me evidence that you've paid €1000 on 12.1.2022 and €500 on 21.1.2021, please. My email: viliam.v@casino.guru

Dear Viliam,

we've sent to you the evidence for the first payment, second is still in progress unfortunately. We'll sent as soon as we'll get it.

Kind regards,

BeemCasino Team

Dear manuelm,

can you confirm that you've received €1000, please?

Dear manuelm,

you should receive it in a few days. Please, let me know when you'll receive the whole amount.

Hello Beem Casino, unfortunately I still cannot confirm any receipts. In the past they have made the statement that a maximum of €500 increments can be paid out. You recently made a payment of 1000€ knowing that this does not work, in my opinion a questionable and intentional waste of time.

Therefore, and in connection with the wasted time, I ask you to withdraw the funds as soon as possible. I think it is in your interest to close this case as well.

Clarification of open amount:

- €500 (not received)

Status: 03.02.2022

- €1000 not received)

Status: 03.02.2022

Please let me know when these funds are due to arrive and how much still needs to be paid out?

Thanks for the information.

With kind regards

Update as of today. no funds received from Beem Casino

Dear manuelm,

please provide your bank statement to us and/or Casino Guru. Thank you!

Kind regards,

BeemCasino Team

Dear manuelm,

send me your bank statement from January 2022 till now, please. My email: viliam.v@casino.guru

I sent you the bank statement to your E-Mail Adress.

Dear Casino,

I can confirm that the player didn't receive his winnings as you've stated above. We ask you to investigate how is this possible and we'd like to see some solution.

Dear all,

thank you for information, we've sent a request for a deep investigation to our bank. As soon as we'll have any news, we publish them.

Kind regards,

BeemCasino Team

Hello Viliam

I think it's time to set clear boundaries and deadlines. For 2 months, the Beem Casino has not been able to pay out the money or rather close this case peacefully!

This effort that is being made here is not even worth the money it is about. I hereby request a deadline for when the money must be paid out. In addition, if Beem's bank is not able to transfer the amounts, I expect to find another way to pay out my money. After this scandal, the activities should be at the expense of the casino and in no way burden me with unprofessional action.

Dear all,

we do our best to speed up the investigation but unfortunately our possibilities are restricted in this case. According to the latest information today there should be an answer, we'll inform asap then.

Kind regards,

BeemCasino Team

Solution:

- No further delays from Beem

- The case is clear, the money owed has still not been paid.

- Payout today until tomorrow 02/19/2022 to my Skrill account

- The evidence is clear, so Beem is obliged to react immediately.

Thanks

Dear Casino,

the attached screenshot doesn't say anything about missing €1500. I ask you to pay the remaining winnings, send me evidence that you've paid it so we can close this complaint. Otherwise, I'll be forced to close this complaint as unresolved.

Dear all,

we're very sorry for such a long delay but in case of deep bank investigation the bank asks up to 1-2 months and we can't influence it anyhow. As soon as we get the answer we'll inform you.

Kind regards,

BeemCasino Team

I apologize, but since we haven’t received evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear manuelm,

I've received evidence which says that you should already receive the remaining €1500. Can you confirm, please?

Unfortunately, I still can't confirm that. For this reason I contacted my bank again and the manager demanded that he also assured me that I had not received any funds in my account. It's either a scam or Beem Casino made a typo with the payment and the funds are elsewhere. No money has arrived at my bank, and the documents I have already submitted are also used. In my opinion and referring to the past events, my behavior has always been professional, so I strongly assume that this casino does not have many things with finances under control. Thank you very much.

Dear Casino,

please, provide the ID of both transactions according to evidence that I've received. The first should be from 13.1.2022 - €1000 and the second payment from 31.1.2022 - €500. We need to find out where is the problem.

Unfortunately, the bank's BIC code is incorrect. Correct BIC code would be:

RAIFCH22XXX

Beem Casino now has the opportunity to re-execute the payment and rectify the issue, the fault is not mine it is an error vin Beem Casino had the correct payment details.

What is surprising is that initially and during the first payouts, Beem made the statement: Amounts over €500 cannot be transferred. Now is this suddenly possible??? Both payments were not received. The payment of 500€ carries an incorrect BIC code a missing character (X) and the payment of 1000€ the payment details are correct so far but this is not accepted if you trust the statement from Beem.

I have already made the suggestion to work via Skrill payment but this is not accepted. Solve (Beem Casino) this problem, you have not paid or your behavior is incorrect in this sense. @Casino Guru: If no further attempts are made by Beem, please close this case unresolved. The evidence is clear from my bank and the available documents. With kind regards

Dear manuelm,

please, contact both payment providers, provide them with the transaction numbers and ask them to track those payments. In case you didn't receive it I need an official statement from them. Send it to my email: viliam.v@casino.guru

Dear Beem Casino,

can you explain this situation, please?

Dear manuelm,

we need to find out where is the truth, At this point, I would like to ask you to print both confirmations (from SEB and from LHV Pank) and go to the banks personally. Ask them that you need to track those payments and ask them for official paper confirmation. Unfortunately, I can't see another way how to help you.

Obviously, somewhere is a problem and this is the best solution now.

As soon as you'll have bank confirmations you can send them to my email: viliam.v@casino.guru

Dear Viliam i answer you with attached Documents by your E-Mail.

Best Regards Manuel

Viliam I would also like to add that my bank absolutely disapproves of the payer's (Beem) approach, and it is also very surprising that the banks LHV & SEB cannot find any payments with the specified reference numbers. Even for my bank and my lawyer, after reviewing the evidence, it seems clear that Beem Casino doesn't bother disbursing funds or presenting solutions. Also, the statement after I sent it (response LHV / SEB) is unfounded and incorrect. In addition, incorrect and misleading payment confirmations with incorrect dates were initially sent. We think this case is clear and I wish a conclusion with the necessary black points and the reduction of Beem's rating on Casino Guru

Thank you for your knowledge

Dear manuelm,

the email which I've received from you contains a screenshot of email communication with raiffeisen. There is no relevant info included. I need to see that you've contacted SEB and LHV Pank, there must be visible that you are asking them for tracking two payments with provided transaction numbers and I need to see their reaction.

Please, do what I've asked you for and send me the requested info to my email.

Thank you

The Banc does not answer (SEB) i will write booth again to see what they mean about it.

Dear manuelm,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.

The player can ask to reopen this complaint anytime.