BDM Bet Casino - Stanje igrača je konfiskovano nakon zatvaranja naloga.

Hello,

I am submitting this complaint against BDM Bet regarding a confiscated balance of 1,846 EUR.

I was playing at BDM Bet and built my balance up to around 2,846 EUR. I completed the casino's verification process, including passport and identity verification via a link they sent. I then withdrew 1,000 EUR to my bank, which was paid out without issue.

Shortly after, I received a disturbing email telling me that my account had been closed by administrative decision for violating the terms and conditions, and that my remaining 1,846 EUR balance had been confiscated. When I asked which specific terms I had supposedly breached, the casino simply sent me a copy of the bonus terms, without pointing to any specific clause and without providing any evidence of a breach.

About one month ago I followed up to ask again for a clear explanation and the return of the funds. I have not received any meaningful response.

I completed every verification step the casino requested and the first withdrawal was paid without any issue. The closure only happened once a confirmed balance was sitting in the account, which makes the timing look like a way to avoid paying out the rest.

I would really appreciate Casino Guru's help in resolving this fairly.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

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Stay safe.

Dear jod1eM,

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.?
• Could you please send me a link or a screenshot of the bonus you activated and played with?

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

Slots

welcome bonus not sure.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear jod1eM,

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.

Sorry was busy this is done.

Hello,

Thank you for forwarding the communication between you and the casino's customer support.

Unfortunately, I was unable to locate the documents you submitted for the KYC verification among the files received. Could you please check and resend the documents you provided to the casino during the verification process?

I look forward to your reply.

Best regards,

Attila

Dear jod1eM,

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.

All documents are uploaded. Nothing sent by email.

Dear jod1eM,

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, Mirka (miroslava.d@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 jod1eM,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BDM Bet Casino representative to join this conversation.

Dear BDM Bet Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear jod1eM,

We would like to inform you that your account has been closed and your winnings have been confiscated due to a breach of our Terms and Conditions, specifically Clauses 12.1 and 12.2.

1. The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card, or denial of some payments made creating two or more accounts other types of cheating or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure.
2. Should the Casino become aware of any user who has accepted the bonus or a promotion with the sole purpose of creating a positive expected value on bonus return by using known practices aimed at securing cash out of said bonus or at any way try to take advantage of bonuses received by Casino, then we will enforce immediate confiscation of winnings and closure of the account with the right to withhold any further withdrawals. An example of advantage play would be delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings.

Dear Mirka,

We have sent you an email with further details. Please review it at your earliest convininience.

Best regards,

BDM Bet Casino

Dear jod1eM,

After reviewing evidence provided by the casino we have reasonable grounds to believe, that you were engaging in strategies aiming at gaining an unfair advantage, which is against their abovementioned terms and conditions, and also against fair gambling practices, that is why we are unable to help you in this case.

Due to the aforementioned reaso, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka