The player from Colombia deposited €140 but faced issues withdrawing funds due to the casino requiring an IBAN. Colombian banks provided only SWIFT codes, and other digital bank accounts and wallets they held did not support IBAN. The casino had not enabled alternative withdrawal methods or currencies. The issue was resolved by allowing the player to withdraw funds via cryptocurrency after making a deposit and wagering it. The casino confirmed that Colombian pesos (COP) could not be enabled, but the player could continue withdrawing in cryptocurrency.
BDM Bet Casino - Player cannot withdraw funds due to IBAN requirement.
Amount: €218
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
Here is my issue:
I deposited 140 euros using a credit card (Banco de Bogotá in Colombia). The process was successful, but I don't have any available method to withdraw the money. The only option that appears is BANKTRANSFER, but when I try to register my Banco de Bogotá account, it asks for an IBAN code. I called the bank, and they told me that they don't have an IBAN code; what they provide for international transfers is a SWIFT code (which the system does not accept).
I am stuck in a limbo because if I play and win, I won't have a way to withdraw the funds. This situation is perplexing and worrisome.
I informed them that I also have accounts with NEQUI and DAVIPLATA (digital banks), but they do not use IBAN codes either. Besides these accounts, I have digital wallets like NETELLER and ASTROPAY, but these are not enabled as withdrawal options.
My request is for them to enable any of the aforementioned withdrawal methods, which would put my mind at ease. Another possible solution would be to enable my country’s currency, Colombian pesos (COP), convert the deposited euros to COP, and allow me to withdraw the funds more easily.
I have been in communication with them over email, and they suggested that I create a cryptocurrency account. I registered with BINANCE, but it also doesn't allow withdrawals. They have given me the following steps twice now:
"Thank you for contacting us! If the problem persists, please follow these steps:
1. Log out of the casino.
2. Close all tabs.
3. Clear your cookies, cache, and internet browsing history.
4. Restart your device.
5. Log back into the casino using a Google Chrome browser.
6. Change the browser and the device.
7. Recheck the withdrawal account details and try again.
If it still doesn't work, please inform us immediately.
Sincerely,
Melody,
Casino Support Team"
I hope someone can help me.
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4 months ago
Dear Marisa3184,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
It's important to understand that the casino doesn't have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn't necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.
From the screenshots you provided us with, it seems that the casino might have a temporary technical problem with withdrawals through Binance. Have you received any information about when this problem could be fixed?
Could you please advise if you have been informed about any other alternative methods to withdraw your winnings?
Was your account verified successfully in the past?
Have you made any successful withdrawals before?
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
Veronika
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4 months ago
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Hello Veronika.
Yesterday, after spending a long time chatting, they reopened the case where they did not give me an estimated solution time. (See Annex).
They have not given me another alternative method of withdrawing funds.
My account was successfully verified.
I have not made previous withdrawals.
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4 months ago
Thank you for your reply.
IBANs (International Bank Account Numbers) are not used in every country. They are primarily used in European countries and a few other countries outside of Europe that have adopted the IBAN standard. The IBAN system was originally developed to facilitate cross-border payments within the European Union (EU) and the European Economic Area (EEA).
Outside of Europe, other regions and countries may use different formats or standards for bank account numbers and international payments. For example, countries in North America primarily use routing numbers and account numbers for domestic transactions, while SWIFT codes are commonly used for international transactions.
In summary, while IBANs are widely used in Europe and certain other countries that have adopted the standard, they are not universal globally. Each country may have its own system or format for identifying bank accounts and processing payments.
Has the casino provided you with an update yet or have they been unable to help you so far? Kindly let me know.
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4 months ago
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Veronica, hello
I have already corroborated everything you say with the accounts I have open in different Colombian banks. In South America, the only country that adopted IBAN code is Brazil.
However, in my little understanding, it cannot be that a betting house with the qualification it has does not adopt universal payment systems.
SWIFT is also used in my country, and I have made international transfers with people from North America and Europe, without any problems.
I asked the betting house, and like other players in Colombia do to withdraw their possible winnings, they didn't tell me anything.
I have Euros as currency on the platform, which converted the pesos and I naturally assumed that cost.
Colombian pesos (COP) are not enabled on the platform.
Since the last email (July 6), they have not answered anything, there is a deep administrative silence.
It makes no sense to play in a betting house under these conditions, if they receive money, but do not make an effort to
help make the respective withdrawals. They should have a low rating so that more people do not fall into this same problem.
I just did the same exercise, withdrawing to a crypto wallet and nothing at all.
I would like to know if the betting house can enable Colombian pesos and if so, does that currency have more withdrawal options?
It occurs to me that, if all of the above is positive, the betting house could convert from euros to COP.
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4 months ago
Thank you very much, Marisa3184, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 months ago
Hello, Marisa3184,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. To be honest, it looks like the crypto withdrawal will be the best option, however, it looks like a technical issue on the casino's side, so we should probably only wait until they solve the problem. Let's ask the casino for more details.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear BDM Bet Casino team,
Could you please explain the player's situation in more detail? What is the estimated time frame for resolving the problem with a withdrawal via crypto?
Alternatively, can you provide the user with instructions on how to withdraw the winnings or possible suggestions for solving the problem?
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4 months ago
Hello, dear all!
Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.
According to the specifics of Colombian banks, there are some difficulties with withdrawing funds. We are afraid that the only alternative way to resolve this issue may be to withdraw funds via cryptocurrency.
Dear Marisa3184, to do this, you should make a deposit via cryptocurrency (please make sure that the minimum deposit amount is met in the currency you will be using) and wager it, after which withdrawal in crypto will be available to you.
If you have any other question, feel free to contact us again.
Best regards,
BDMbet Team.
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4 months ago
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I deposited in cryptocurrencies.
I played what I deposited. (Obviously I lost it)
I made the withdrawal (which at the time of writing this email is pending payment) (see attached photo)
I have another question, the casino could enable me the currency, Colombian pesos (COP), I have a friend who plays in this currency and there are more deposit and withdrawal options.
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3 months ago
Thank you both for your replies.
Dear BDM Casino Team,
Can you please inform us if everything is alright with the pending withdrawal and if it should be normally processed, without further issues?
Is there any special reason for asking the player to deposit and wager (lose) despite it only being done based on the casino's request itself (so we can exclude money laundering - the reason for the mandatory deposit wagering requirement)? Why couldn't the casino ask her for a crypto e-wallet (a manual withdrawal) or a confirmation deposit while letting her withdraw the balance + the deposit?
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3 months ago
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Hello everyone
First hand, the withdrawal was rejected and they asked me to verify (send photos of my credit card (see email attachment)
After everything was fine, and I requested the withdrawal again, it was, FINALLY, credited to my cryptocurrency account.
I reiterate this question: Could the casino enable me to use the Colombian peso (COP) currency? I have a friend who plays in this currency and there are more deposit and withdrawal options.
You could continue depositing with the credit card and withdraw with cryptocurrency. (If the previous question is negative?
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3 months ago
Great news, Marisa3184! Thank you for your confirmation.
Dear BDMbet Team,
Can you please look at my previous post and answer the unanswered questions, and also the user's questions about currency change?
Since it is already asked in the open thread, I would like to wait for your answers. Then the complaint can be closed.
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3 months ago
Dear Marisa3184,
We would like to help you set up withdrawals via bank transfer, but at the moment there is no technical possibility to add your currency (COP), we don't have it. However, you can continue to withdraw funds in cryptocurrency.
We apologize for any inconvenience this may cause.
Best regards,
BDMbet Team.
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3 months ago
Thank you both for your updates and confirmations. As the issue has been successfully resolved and the player is allowed to continue playing and depositing/withdrawing without further issues, I will now mark the complaint as 'resolved' in our system.
Thank you, BDMbet Team, for your help and cooperation.
Best regards,
Branislav, Casino.guru
