BDM Bet Casino - Dobici igrača se oduzimaju.

Hello,

On December 30, 2024, I deposited 100 euros and received a 50-euro bonus. I played several games, sometimes winning, sometimes losing. At the end, I had 180 euros in my account and used it to purchase free spins with those 180 euros at Sugar Rush, winning approximately 8,500 euros. The casino claims that I played with bonus money, but that can't be right because with bonus money, you can only bet a maximum of 5 euros on slots. However, since I placed bets ranging from 20 euros to 180 euros over 9 games, it can't have been bonus money. Out of the 8,500 euros, suddenly only 509 euros were left in my account, which I then withdrew. I have contacted the casino multiple times, but unfortunately, to no avail—they keep insisting it was bonus money. This is not a small amount of money. Strangely, right after winning the 8,500 euros, I could only place maximum bets of 5 euros in the next game, and I continued playing with 4-euro bets.

I don't know what to do anymore.

Hallo,

ich habe am 30.12.2024 100 Euro eingezahlt und 50 Euro Bonus erhalten. Ich habe mehrere Spiele gespielt Mal gewonnen mal verloren. Am Ende hatte ich 180 Euro auf dem Konto und habe mir Freispiele in der von 180 Euro bei Sugar Rush gekauft und ca 8500 Euro gewonnen. Das Casino behauptet das ich mit Bonusgeld gespielt habe aber das kann nicht sein weil Mann beim Bonusgeld maximal bei Spots 5 Euro Einsatz spielen kann. Aber da ich ja 9 spiele immer einen Einsatz von 20 Euro bis 180 Euro getätigt habe kann es kein Bonusgeld sein. Von den 8500 Euro hatte ich auf einmal nur noch 509 Euro auf mein Konto die ich ausgezahlt habe. Habe mehrmals Kontakt mit dem Casino aufgenommen aber leider ohne Erfolg sie behaupten immer wieder das es Bonusgeld ist. Es ist nicht wenig Geld. Und komischer Weise konnte ich gleich nach dem Gewinn von 8500 Euro im nächsten Spiel nur noch maximal 5 Euro Einsätze tätigen und habe mit 4 Euro einsatz weitergespielt.

Ich weis nicht mehr weiter.

Dear hakan82bln,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BDM Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share screenshots of your bonus history and deposit history and provide context and the timeline of events?
• Could you please share with me your communication with the casino justifying its actions? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear Tomas,

many thanks for the quick response.

I will send you the necessary documents by email immediately.

Best regards

Sehr geehrte Tomas,

vielen Dank für die schnelle Antwort.

ich schicke ihnen die erforderlichen Unterlagen per Mail gleich zu.

mit freundlichen Grüßen

I have uploaded the documents here and also sent them an email.

Best regards

Habe ihnen die Unterlagen hier hochgeladen und Mail auch zu geschickt.

mit freundlichen Grüßen

Dear hakan82bln,

I apologize for not replying sooner.

Please note max bet might not always be enforced on the software level. Your assumption might not mean you were no longer playing with bonus money.

To investigate further we would need to see the records from the casino to see when the bonus was wagered through.

Kindly share a screenshot from your bonus history confirming when you completed the wagering of the bonus.

If this information is not available, please request records from casino support regarding your gaming history in .csv format or a similar format which we can review.

Forward the gaming history to my email at tomas@casino.guru for review.

30.12.2024 - 20:37 ID 561165927538588894 Title 50% Up To €200 Wagered Amount 50.00 € Currency EUR Valid Until 06.01.2025 - 20:38 Type Bonus

30.12.2024 - 20:37 ID 561165927538588894 Titel 50% Up To €200 Umgesetzt Betrag 50.00 € Währung EUR Gültig Bis 06.01.2025 - 20:38 Typ Bonus

Dear Tomas,

I asked the casino about selling it but unfortunately they cannot provide me with the file.

here is the answer from the casino

Sehr geehrte Tomas,

ich habe bei dem Casino wegen Verkauf angefragt aber leider können sie mir die Datei nicht zur Verfügung stellen.

hier die Antwort vom Casino

Thank you very much, hakan82bln, for providing the necessary information. 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 hakan82bln 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 were player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello Peter

Thanks for the info

Hallo Peter

danke für die Info

Hello!

Thank you for bringing this issue to our attention.

We have carefully reviewed your account and gaming activity and have determined that you are not aware of our bonus policy. We would like to inform you of Rule 3.27 in the Bonus Terms section, which states that the maximum winning amount from a bonus is limited to x10 the bonus amount. The player received a bonus in the amount of 50EUR x10 maximum winning = 500EUR.

We hope for your understanding.

Best regards,

BDM Bet Casino

Thank you for the explanation BDM Bet Casino representative.

Dear hakan82bln, is the casino representative's explanation satisfactory and can we consider this issue resolved? Let us know!

Hello Peter

The bonus conditions also state that you can play with a maximum stake of 5 euros. How could I play higher stakes 9 times in a row and then suddenly not anymore after winning? How do you explain that?

Hallo peter

in der Bonusbedingung steht auch das Mal maximal mit 5 Euro Einsatz spielen kann. Wie konnte ich 9 mal hintereinander höhere Einsätze spiele und nach dem Gewinn auf einmal nicht mehr. Wie erklären sie sich das

I have had a deposit bonus several times and know how to play it.

I am 100% sure that the win was neither a bonus nor bonus money and that I won the amount with my real money account. It's not a matter of a few hundred euros but a win of around 8000 euros and that's not a small amount of money and you don't always win that much.

Ich hatte öfter schon einen einzahlungsbonus und weiß wie da gespielt wird.

ich bin mir 100% sicher das es bei dem Gewinn weder um einen Bonus oder Bonusgeld gehandelt hat und ich den Betrag mit mein echtgeldkonto gewonnen habe. Es geht hier nicht um ein paar hundert Euro sondern um einen Gewinn von ca 8000 Euro und das ist nicht wenig Geld und so ein Gewinn hat Mann nicht immer.

Thank you for the update hakan82bln.

Dear BDM Bet Casino representative. Would it be possible to provide me with the player's betting history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Daer hakan82bln,

Please note that the default maximum bet during wagering is 5 EUR, unless otherwise specified for the bonus. You can check that in our Bonus Terms and Conditions 3.6.

Dear Peter,

We sent the requested information to your email, please check it.

Let us know if you have any further questions.

Best Regards,

BDM Bet Casino

Thank you for providing me with the information BDM Bet Casino representative. I have responded to your email and I await your reply!

Dear Peter,

Thank you for your attention.

We have checked your email and replied with the requested information.

Best Regards,

BDM Bet Casino

Thank you for the clarification BDM Bet Casino representative.

Dear hakan82bln, unfortunately, according to the betting history it seems the win was achieved during the wagering of the bonus. The casino representative clarified that not all bonuses have the general max bet rule, some have their max bet specified in the specific bonus terms. I understand this isn't the result you were hoping for but with the evidence provided, we believe the casino is acting accordingly. Thank you for your understanding, I am sorry we could not be of more help on this occasion.

Hello Peter,

I've had a bonus so many times but I've never been able to bet more than 5 euros during the bonus period. You rarely get lucky and win a large sum of money but you don't get it. It's just disappointing, I can't say more than that.

Hallo Peter,

ich habe so oft schon ein Bonus gehabt aber noch nie konnte ich im bonusverlauf mehr als 5 Euro Einsätzen. Kaum hat Mann 1 mal Glück und gewinnt eine große Summe Geld aber Mann bekommt es nicht. Es ist einfach nur enttäuschend mehr kann ich dazu nicht sagen.

Due to the aforementioned reasons, this complaint will now be rejected. I understand your frustration but with the evidence provided by the casino, it seems it has acted according to its rules. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Peter