BDM Bet Casino - Isplata igrača kasni zbog neopravdanih zahteva za dokumentaciju.

Good morning,

Over the past few months, I've managed to win around 2,700 euros at this casino, but I'm still unable to withdraw my funds due to their verification process. They drag it out endlessly and unjustifiably to try to avoid paying you. I've been trying to do this for almost two months, and it's still not working.

I describe the situation:

At first, they asked me for the usual documents: a photo ID, a selfie, proof of address, a photo of a credit card... so far, so good. I passed them without any problems. Now, I request a withdrawal and it's rejected. The reason? They want proof of funds. I sent at least 5-6 proofs over the course of a month. They were all rejected. I was desperate, but finally, after a lot of struggle, the document was approved and my account fully verified (as I was notified by email).

At this point, I thought I'd finally be able to collect my money, but I was foolish. The next day, I requested a withdrawal, and for the umpteenth time, they asked me for a new document: a bank statement (which, by the way, I'd already sent previously). However, I sent the statement from the account I used at the casino again. It was rejected. The reason? They also wanted the statement from another account of mine (never used at the casino), and I also wanted to justify why I made a 50,000 euro transfer to a German bank (I used it as proof of funds).

I find it unjustifiable that I have to answer for what I do or where I invest my money, when it has nothing to do with the Casino.

I agreed, though. I explained that the money was an investment in a German bank earning 4% interest, and I also provided them with the statement from the other bank account, with all the information they requested.

What was my surprise this morning? I was rejected. The most shocking thing is that I went into their chat to ask, and the person I spoke to told me they couldn't find any justification for the rejection. Incredible!

I hope CasinoGuru can help me because this clearly shows that they are avoiding paying me at all costs.

I attach all the screenshots that may help in the case.

Thank you so much!

Buenos días,

Durante los últimos meses he conseguido ganar unos 2,700 euros en este Casino pero conseguir retirar los fondo me está siendo imposible por su proceso de verificación. Lo alargan hasta la saciedad de forma injustificada para intentar no pagarte. Llevo casi dos meses con ello y no hay manera.

Relato la situación:

Al inicio me pidieron los documentos habituales. Foto DNI, selfie, comprobante domicilio, foto tarjeta… hasta ahí todo bien. Los pasé sin problemas. En este momento solicito una retirada de fondos y es rechazada. Motivo? Quieren una prueba de fondos. Envié al menos 5-6 pruebas durante aproximadamente un mes. Todas eran rechazadas. Ya estaba desesperado pero finalmente, tras mucha lucha, el documento fue aprobado y mi cuenta verificada totalmente (como así me fue notificado por e-mail).

En este punto, creía que ya por fin podría cobrar mi dinero pero fui un iluso. Al día siguiente pido una retirada de fondos y por enésima vez me piden un nuevo documento. Un extracto bancario (el cual por cierto ya había enviado anteriormente). No obstante vuelvo a enviar el extracto de la cuenta que utilicé en el Casino. Es rechazado. Motivo? Quieren también el de otra cuenta mía (nunca usada en el Casino) y además que les justifique por qué hice una transferencia de 50,000 euros a un banco alemán (lo usé como prueba de fondos).

Me parece injustificable qué tenga que responder a qué hago o donde invierto mi dinero, cuando no tiene ninguna relación con el Casino.

Aún así accedí. Les expliqué que ese dinero fue una inversión en un banco alemán para ganar un 4% de interés, y también les facilité el extracto de la otra cuenta bancaria, con todos los datos que solicitaban.

Cual fue mi sorpresa esta mañana? Que fue rechazado. Lo más impactante es que entré a su chat para preguntar y la persona con la que hablo me dice que no encuentra ninguna justificación para el rechazo. Increíble!!

Ojalá CasinoGuru me pueda ayudar porque esto ya demuestra claramente que están evitando pagarme a toda costa.

Adjunto todas las capturas que puedan ayudar en el caso.

Muchas gracias!

Dear Jabixo,

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.

• Could you please provide the exact date of your initial verification request?
• Have you accumulated your winnings with the help of bonus, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

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,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning Katarina,

Verification began on May 3rd. In fact, my account was verified for the first time on that date, but over the past month and a half, they've continued to request countless documents, and I've had to verify it "extra" two more times.

No, I never used bonds.

I'm sending you all the documentation I have right now.

PS: I'd like to add that they've reverified my account (I'll send you screenshots), but they're still rejecting my withdrawals because, according to them, "they're analyzing my account." After a month and a half of sending all kinds of documents, three successful verifications, they're still "analyzing."

And by the way, they spent the entire process asking me questions about my private work, other bank accounts of mine (different from the one used at BDMbet), or investments I made with my money, when this is something that has no relation to the Casino and violates my data protection.

Greetings and thanks

Buenos días Katarina,

La verificación se inició el 3 de mayo. De hecho en esa fecha se me verificó la cuenta por primera vez pero durante este mes y medio me han seguido pidiendo infinidad de documentos hasta tener que verificarla de forma "extra" dos veces más.

No, nunca utilicé bonos.

Te envío ahora mismo toda la documentación que tengo.

PD: Añadir que me han vuelto a verificar la cuenta (te enviaré capturas) pero me siguen rechazando las retiradas de fondo porque según ellos "están analizando mi cuenta". Después de mes y medio enviando todo tipo de documentos, tres verificaciones con éxito, aún siguen "analizando".

Y por cierto, se han pasado todo el proceso haciéndome preguntas sobre mi trabajo privado, otras cuentas bancarias mías (diferentes a la usada en BDMbet) o inversiones que hice con mi dinero, cuando es algo que no tiene relación alguna con el Casino y vulnera mi protección de datos.

Un saludo y gracias

Thank you very much, Jabixo, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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.

Dear Jabixo,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BDM Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BDM Bet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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

Dear Jabixo,

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,

Romi