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My account was unilaterally closed and my funds were stolen.

My account was already verified, I had already made successful withdrawals, the casino gives no explanation, they only say that I am suspected of fraudulent activity, but they don't tell me anything else, they are abusive!!

"Give me the proof and I'll give you the right."

Before the law, I absolutely have the presumption of innocence.

They can reserve the right to refuse admission to the casino, but they can't keep the money. 😡😡😡😡😡😡😡😡😡😡😡😡😡

Mi cuenta fue cerrada unilateralmente y mis fondos fueron hurtados.

Mi cuenta ya se encontraba verificada, ya había tenido retiros exitosos, el casino no da ninguna explicación, solo dicen que yo soy sospechosa de actividad fraudulenta, pero no me dicen nada más, son unos abusivos!!.

"Dame las pruebas y te daré el derecho"

Yo ante la ley tengo absolutamente la presunción de inocencia.

Se pueden reservar el derecho de admisión al casino, lo que no pueden hacer es quedarse con el dinero. 😡😡😡😡😡😡😡😡😡😡😡😡😡

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Dear Marisa3184,

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 accumulate your winnings with or without an active bonus?

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 G.

Hello Attila

He played casino games (slot machines) and sports betting.

The earnings were without bonuses.

Hola Attila

Jugaba casino (tragamodenas) y apuestas deportivas.

Las ganancias fueron sin bonos.

Dear Marisa3184,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.

Thank you for your patience and cooperation.

Hi, you won't solve anything via chat, and this is the email I received, making baseless accusations. You're shameless!

Hola, por chat no solucionarán nada y este fue el correo que recibí, haciendo acusaciones sin sentido, son unos DESCARADOS!!!!

Dear Marisa3184,

Thank you very much for your reply.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Additionally, may I ask if the payment method you used is registered in your name?

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,

Attila

No one has created an account at this casino. The payment method I've used is Binance, an account in my name. I've had successful withdrawals. I don't need to use a VPN since it works normally from my country, and on the CasinoGuru website, Colombia isn't restricted for this casino.

Nadie ha creado una cuenta en este casino, el método de pago que he utilizado es BINANCE, cuenta que está a mi nombre, he tenido retiros exitosos, no tengo necesidad de utilizar VNP ya que desde mi país entra normal, y en la página de casinoguru, Colombia no está restringido para este casino.

Dear Marisa3184,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Marisa3184,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BDM Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason the player´s account has been closed? Should you find the information too sensitive, please feel free to send it to martina.b@casino.guru .

Thank you in advance for providing the information.

Hello Marisa3184,

Thank you for your message.

After carefully reviewing your case, we confirm that your account was closed in line with our Terms and Conditions, specifically Clause 3.2, which states that only one account is allowed per household, device, and IP address on the website, and that any additional accounts ("Duplicate Accounts") may be closed and any associated winnings voided and removed from the account balance.

Our internal checks have shown that your account is connected to another account on our platform, and that both accounts have accessed the website using the same device. This connection means your account falls under the definition of a duplicate account as described in Clause 3.2, and therefore constitutes a breach of our Terms and Conditions.

In accordance with this clause and our internal procedures, the account has been closed. These measures are applied consistently to all players to ensure a fair and secure gaming environment.

Thank you for your understanding.

Dear Martina,

We have forwarded an email to you. Please check it out at your earliest convenience.

Best regards,

BDM Bet Casino

Dear BDM Bet Casino Team, thank you very much for the email and evidence provided!

Dear Marisa3184,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

Multiple account creation and repeated bonus claims are considered unacceptable practices in the industry.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter. Please let me know of the license authority decision should you choose this option at martina.b@casino.guru.

I’m sorry we couldn’t assist you further in this case.