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Hello, my account was locked suddenly with all of my deposit and winnings, I didnt got email about it or nothing, when I asked why I got this answer

I dont even know why they locked it

Dear Szuroskrisztina0,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before your account was blocked?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

I played on everything

I lost all of my bonus

And no they didnt ask for it, but I will do it happily

Thank you very much, Szuroskrisztina0, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Szuroskrisztina0 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BDM Bet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello, dear Szuroskrisztina0!

We really appreciate you taking the time to let us know about this issue.

We understand this may be frustrating, however, according to our rules, the company has the right to close a player's account at any time at its discretion without prior notice or explanation.

Although, when analyzing your account, we noticed that it is not closed, but suspended, which means that you can request a withdrawal, but after successful verification.

Please upload the requested documents to your account and let us know as soon as you do so, we will check them as a matter of priority.

We hope for your understanding.

Best regards,

BDMbet Team.

Dear Szuroskrisztina0,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I sent all the documents

Dear Szuroskrisztina0,

Thank you for the documents you provided. We have checked them carefully and regret to inform you that we could not approve all the documents.

Please provide more detailed deposit confirmations where we can see the sender's details.

In addition, we kindly ask you to upload a confirmation of your mobile phone number.

We hope for your understanding, and thank you for your patience.

Best regards,

BDMbet Team.

I cant provide you the info what is not there, I sent you the screenshoots about my transaction, but there is no name on trust wallet, its crypto wallet and the crypto wallets dont have name on it... so I dont know how you can ask that, I also said this in email but you didnt even care about it

Dear Szuroskrisztina0,

thanks for the explanation! An alternative would be screenshots from the web version, where more information is usually available. You can log into your wallet from a PC and try to find more information there regarding payments.

Thank you in advance.

Best regards,

BDMbet Team.

There is no web version of it, its a wallet what you need to download, you dont need to register, you have the key to the wallet and thats all, please check trust wallet and you will see

I sent the transaction, there is the date, amount and hash of the transaction

Dear Szuroskrisztina0,

We are sincerely sorry that account verification takes so long, but despite this, we still need to verify the sender of the transactions.

You can try using the "More details" button next to the transaction information in your application, or contact support for help.

Best regards,

BDMbet Team.

This is the "more details"

Dear Szuroskrisztina0,

could you upload a screenshot of your personal data from the app? Thanks in advance.

You can also contact support to request payment confirmations, where all information, including the sender details, will be visible.

As mentioned earlier, we inform you about the need to verify of your phone number. Please upload the required document in the Verification section.

Best regards,

BDMbet Team.

Its dont have personal data, dont need to register or anything, how many times do I need to tell it?

I got a private key to access to my crypto and thats all

Casino.guru, please explain them how crypto works and if you have a crypto wallet you dont need to register or you dont have personal information in it, just the key

Dear Szuroskrisztina0, what I think the casino is requesting is details about the transaction where your wallet ID is visible and the proof of ownership is about the phone number you used at the casino. Please provide the requested transaction details and proof of ownership of your phone number to continue resolving this issue. Thank you in advance for your cooperation!

I sent them the transaction id, the date and the amount about my deposit, but they ask the name in my crypto wallet, but there is no name on it, just the key of the crypto wallet and they cant understand

And I will send my phone number proof

We will see if the proof of ownership of your phone number will be enough. I understand that the main perk of cryptocurrency is its anonymity so I do not understand why proof of ownership of the wallet would be requested as the only proof is that you possess the key to access it. The casino representative will hopefully update us on the situation. Thank you for your cooperation thus far!

We would like to ask the 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’ which may negatively affect its rating.

Hello!

We apologize for the delay in our response and truly appreciate your patience.

After a thorough investigation with our team, we have determined that providing a phone number alone will not be sufficient as proof. While we understand that your wallet may not contain personal information, could you kindly provide us with the link to the blockchain you used, so we can verify the TxHash and the wallet address from which the deposit was made?

We look forward to your reply and will continue working to resolve this matter as quickly as possible.

Best regards,

BDMbet Team

Hello Szuroskrisztina!

Thank you for the provided transactions!

Can you please take screenshots of the transactions in the Blockchain Explorer and upload them to the verification section in your Profile?

Best Regards,

BDMbet Team

I uploaded it

You declined it... i literally cant send more info about this, i dont know what do you want, you just dont want to pay

Dear Szuroskrisztina,

Thank you for submitting the screenshot regarding your transaction. However, after reviewing it, we noticed that the sender's address is not visible in the provided image. In order to move forward with your request, our dedicated team requires a valid Proof of Document (POD) that clearly displays the sender's address along with the transaction details.

Please provide a screenshot or document that includes all necessary information, including the sender’s address, so we can proceed with the investigation.

Once we receive the complete POD, we’ll be happy to assist you further.

Thank you for your cooperation, and we look forward to resolving this for you.

Best Regards,

BDMbet Team

I sent it these

Hello!

Thank you for your cooperation.

We can now confirm that your proof of deposits has been approved. However, to complete the process, we still require the following documents from you:

1. Proof of Telephone Number
2. Proof of Address (Please note that this should not be a Revolut bank statement.)

Once you’ve provided these documents, we’ll be able to proceed with your request.

Thank you for your continued assistance. Please let us know if you need any further clarification.

Best Regards,

BDMbet Team

I verified my phone number and I uploaded the document of proof of address

Hello Szuroskrisztina!

Your proof of address was approved, but you must still upload the proof of telephone number ownership document in the verification section.

Thank you for being so cooperative, and we look forward to resolving this for you.

Best Regards,

BDMbet Team

I sent that one also

Hello Szuroskrisztina!

Thank you for providing the document. Unfortunately, we cannot accept it, as the network provider’s name is not visible. To verify your phone number, we need a document that includes the network provider’s details—such as a recent phone bill.

Please provide a document along these lines at your earliest convenience so we can proceed with your request.

Thank you for your cooperation, and feel free to reach out if you have any questions

Best Regards,

BDMbet Team

What do you mean? Its everywhere, its Vodafone

Hello Szuroskrisztina!

Thank you for submitting your documents. We noticed that an additional phone number is also listed. To help us sort this out as quickly as possible, could you please upload a recent utility bill for the specific phone number you wish to verify? This document should contain all the details our team requires for proof of telephone number.

Once uploaded, we’ll be able to proceed promptly.

Thank you for your cooperation, and please let us know if you have any questions.

Best Regards,

BDMbet Team

I wrote in email, this is my real number, the other phone number is not valid

Every information is there, every little information

Of course its not match because its not a valid phone number i changed it and I added my real one, I also verified in sms

I hate to add my number to casinos like you because you spam me with promotions or call me

Dear Szuroskrisztina,

Thank you for updating us about your phone number. We understand your concerns, and we want to ensure that your information is kept secure.

To complete the verification, could you please contact your mobile provider to see if they can provide you with a document confirming ownership of this number? Ideally, this document should display both your name and the phone number. This step will allow us to finalize the process without further delay.

Thank you for your understanding, and please don’t hesitate to reach out if you have any questions or need assistance.

Best Regards,

BDMbet Casino

Dear BDM Bet Casino representative, this document was provided earlier in the thread by the player. I want to ask why you are requesting so many documents that have already been provided and the situation was explained about other discrepancies, would it be possible to finish the verification with what was given as this feels like it's taking a lot more time and effort from the player than is needed? Thank you in advance!

Dear Peter,

Unfortunately, the provided proof of ownership does not match the phone number we need to verify. As this phone number is linked to the crypto deposit, and Trust Wallet only verifies ownership via phone number, we require a document that displays this number to complete the verification.

The player has to upload a recent utility bill or another official document showing his name, mobile provider name, and the correct phone number. Once received, we’ll be able to proceed with the verification promptly.

Thank you for your cooperation, and please reach out if you need further assistance.

Best Regards,

BDM Bet Casino

You are so tottaly wrong

Trust wallet dont verify your phone number, they dont even ask for it

I dont know where did you get this information

Trust wallet give you the key of your crypto wallet and thats all

Dear Szuroskrisztina,

We apologize for any misunderstanding.

According to Trust Wallet's privacy policy, they may collect only phone numbers or email addresses as contact information. However, in this case, we are required to verify the phone number you previously used, which was linked to your account. This step is essential to complete the verification process.

Please let us know if you have any questions or need assistance with providing the necessary documentation.

Best Regards,

BDM Bet Casino

They didnt asked my email or my phone number

Where you see my phone number in trust wallet?

I provided you with my new phone number

Dear Szuroskrisztina0, is there an option in the Trust Wallet to add your email or phone number so we can hopefully resolve this issue faster? Thank you in advance for your cooperation!

Dear all,

Thank you for your cooperation.

Even if the new number hasn’t been added, we are still required to verify the previous phone number that was associated with your account. To complete this, we kindly ask that you provide proof of ownership for the old phone number used in your account.

Thank you for your understanding, and please let us know if you need any assistance with this process.

Kind Regards,

BDM Bet Casino

Why do I need to verify that one? I Gave you a valid phone number on my name, you really dont want to pay... why are you requered to verify that specific phone number?

Wasn't it already explained that the previous phone number was a fake one the player added not to have promotions sent to their real number? If the number was changed successfully to the real one I don't understand why verification of the previous one is required. Thank you in advance for the clarification!

Dear All,

Thank you for your patience.

Regardless of the phone number status, it was verified by the player in their account, as indicated in our system. To proceed, we have sent an email with additional questions and have requested that you upload documentation showing the origin of the funds used for deposits in our casino. This could include, for example, a salary statement, proof of business ownership, property sale documents, inheritance payments, or divorce settlements covering the last 3 months.

We are working diligently to resolve this matter in a way that benefits both parties.

Please feel free to reach out if you have any questions in the meantime.

Best Regards,

BDM Bet Casino

I verified the new number not the old... you can see it, check it

Dear Szuroskrisztina,

We can confirm that the new number has been successfully verified. Could you please review our most recent email and respond with the requested information? This will enable us to proceed and resolve the matter as soon as possible.

Thank you for your cooperation.

Best Regards,

BDM Bet Casino

Hi

I responded and I sent everything you asked

Dear Szuroskrisztina,

Thank you for replying.

We have received the requested documents, our dedicated team will review them with priority and provide an update on the matter as soon as possible.

Thank you for your understanding and patience.

Best Regards,

BDM Bet Casino