Beef Casino - Сметката на играча е затворена и средствата са задържани.

I am filing this complaint against Beef Casino regarding a series of unfair practices, culminating in the permanent closure of my account and the withholding of my funds.

The Issue: My withdrawals were automatically reversed by my bank (Revolut) due to internal system rejections. I have provided the casino with full, official documentation:

• Bank statements in PDF format.
• Screenshots showing the specific rejected transactions.
• Proof of the actual small amount I received (211 PLN), proving the rest did not reach me.

Unfair Demands & Blackmail: Instead of returning the rejected funds to my game balance, the support agent ("Britney") demanded a video verification that required me to use a second device (camera/phone) to record my primary phone screen. I clearly explained that I am currently in a situation where I do not have access to a second device.

When I requested an alternative verification method (as the PDF statements are already official proof), the consultant explicitly threatened me, stating: "your account will be blocked forever" and that all my winnings and bonuses would be canceled.

The Closure: Shortly after I insisted on a fair resolution and mentioned escalating the case to the licensing authority, Beef Casino carried out their threat and deleted/blocked my account. I can no longer log in, and I have lost access to my transaction history and remaining balance.

My Arguments:

Official Proof Ignored: I provided verifiable PDF bank statements which should be sufficient for any KYC/Payment dispute.

Technical Barrier: Demanding a second device for video verification is an unreasonable requirement that serves only to delay or avoid payment.

Retaliation: Closing a player's account simply because they cannot meet a specific (and technically impossible for them) verification request is a predatory practice.

Desired Outcome: I want my rejected funds to be returned to my balance (or transferred to my verified alternative bank account) and a fair explanation for this unjustified account closure.

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Dear Player,

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 why were the payments rejected by your payment provider? Have you reached out to their customer support?
• Could you please confirm what reasons did the casino cite for the closure of your account?
• Have you passed the KYC verification in this casino?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you for your response. Here are the detailed answers to your questions, including a crucial update that proves the casino's inconsistent and unfair behavior:

1. Rejection by the payment provider (Revolut): The payments were rejected automatically by Revolut's internal security system (automatic reversal/return to sender). I did not request a chargeback. I contacted Revolut support, and they confirmed the funds were sent back to the casino's payment processor. I provided the casino with official PDF bank statements and screenshots proving these funds never reached my account and were returned.

2. Status of the funds and inconsistency: A very important update: I have already received a total of 461 PLN out of the disputed 950 PLN. These payments were processed by the casino to my alternative bank accounts (mBank/VeloBank) without any issues. This proves two things:

The casino acknowledges that the funds were returned to them.

The casino has already verified my identity and my alternative bank accounts sufficiently to pay out nearly half of the money.

It is completely illogical that they are withholding the remaining 489 PLN and demanding an "impossible" video verification for it, when they have already proven they can pay me without it.

3. Reason for account closure: The casino closed my account without any official email notice. However, during the live chat, consultant "Britney" explicitly threatened that my account would be "blocked forever" if I continued to insist on the return of my funds and explained that I could not provide the requested video verification (which required a second device I do not own). They carried out this threat shortly after the conversation.

4. KYC Verification: I have passed the initial verification. The fact that they recently paid out 461 PLN to my mBank account is the ultimate proof that my account is verified enough to receive funds. The demand for a "video recording with a second device" for the remaining balance is clearly a malicious pretext to withhold the rest of my money and retaliate for my complaints.

I have attached the chat transcripts where the threat of blocking is clearly visible. I hope this clarifies the situation and shows the bad faith of Beef Casino.

Best regards

would also like to point out that while the dispute over the 950 PLN was ongoing, I continued to use the casino regularly. During this time:

I made several new deposits using a different method (BLIK).

I requested new withdrawals to my alternative bank accounts.

These new withdrawals were successfully processed and paid out without any issues or additional video verification requirements.

This clearly demonstrates that the casino considers my account, my identity, and my new payment methods to be fully verified and trustworthy. If there were any genuine security concerns or if my KYC was truly incomplete, the casino would have blocked my ability to deposit and withdraw new funds immediately.

The fact that they allowed me to keep playing and withdrawing new winnings, while simultaneously withholding the old 950 PLN and demanding an "impossible" video verification for it, proves that their demands are arbitrary.

It seems they are specifically targeting the funds that were returned by Revolut, hoping that I would give up on them due to the technical hurdles they imposed.

I believe this shows a pattern of selective and unfair treatment of a verified player.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kothovitz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila