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Dear vincvinc1980,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings (here)?

"1. GENERAL BONUS TERMS AND CONDITIONS

...

1.5 All winnings when playing with a bonus are limited to a maximum of ten times (x10) your deposit amount. The Casino has the right to increase the limit for players at its discretion."

Could you please confirm that you have cancelled the first requested withdrawal and placed another that included winnings from the first and second Deposit bonus?

Thank you in advance for your reply.

Best regards,

Petronela

Yes this rules was used to cancel my first withdrawal of 3000$ down to 1500$. I was mad but fine with it since it was in their terms.

Yes I did cancelled the first requested withdrawal and placed another that included winnings from the first and second Deposit bonus wich ended up bring 3000$ at the end.

Thank you very much, vincvinc1980, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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 vincvinc1980.

I am sorry to hear about your troubles.

In this situation, I believe it depends on your gameplay and what happened with winnings from the bonuses.

Let me explain:

You won from the first deposit bonus $1500, and in case that you requested a withdrawal and didn't use this money for playing at all, the casino should allow you to withdraw $900 from the first bonus and $600 from the second.

However, if you reversed your withdrawal from the first deposit bonus and used this money together with your second deposit bonus money or winnings and anytime during your gameplay and your balance dropped below $1500, then all the winnings from the second deposit bonus were lost, and you should be able to withdraw only $900.

Could you please write to me about which of these scenarios happened?

Hello Matej,

None if these situation happend.

Deposited 90$ and ended up withdrawaling 1500$.

While waiting for that 1500$ I deposited 60$ and beat the waiting again. Canceled the 1500$ withdrawal to withdrawal a total of 2100$.

Canceled that deposited once or twice again to play with the money and I withdrawal 3000$ at the end.

Never went under 1500$.

That 3000$ was canceled by the casino and drop to 1500$ because of the x10 rules.

I withdrawal 1500$ immediately without playing. It was droped again to 900$.

Thats the move I think is incorrect.

If depositing a second time while waiting for my first 1500$ withdrawal was against terms and conditions it would be written somewhere but that's not the case. Thats also not the explaination I was given by email regarding the incident. They just told me that they didn't not take into account my 60$ deposit...as mentioned in the email I sent you by screenshot.

At the bare minimum, they at least stole 60$....

But again, nothing in their terms of service prevented me from depositing with a bonus while waiting for a withdrawal...

The total amount of withdrawal approubed should be 1500$..not 900$

I would like to invite the casino representative into the case.

Please explain to us what happened and why the vincvinc1980's winning was deducted to $900.

Dear vincvinc1980,

we have calculated all the balance updates and detected that second maximum cashout correction was done by mistake. The amount of 600 EUR will be added to your balance. To avoid such misunderstandings in future, please, keep your withdrawal requests separately according to winnings from different bonuses. Accept our apologies one more time.

Kind regards,

BeemCasino Team

Thank you for the apologies but as of now I still don't have my winning in my account so..... ?

Dear casino representative, 

Could you please help vincvinc1980 and correct the mistake and allow vincvinc1980 to withdraw the remaining funds. And vincvinc1980 please let us know when you receive the money so we can close the case.

Thanks

I will...most likely in 6 days and 18 hours...... 😑

Dear vincvinc1980,

the funds were refunded to your balance already. If you'd need further assistance, please contact our support via email or live chat. Thank you!

Kind regards,

BeemCasino Team

Hello,

I'm happy to let you know that the matter is resolve.

Thank you so much for your help as I'm certain that I would not have seen this money without you guy's!!

Have nice day 🙂

Dear vincvinc1980,

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.