BDM Bet Casino - Player faces delays in verification.

Hello

I've been struggling to get verified at BDM Bet Casino for a long time now, to the point where their requirements have essentially made it an impossible task.

To be clear - I have fully verified my ID, address, and payment methods, and have successfully completed the live verification. I have had successful deposits and withdrawals so they have tacitly aknowledged that I'm verified.

They started asking me for proof of deposit, which I have provided. To date I have provided

• Screenshots from online banking
• Bank statements showing all transactions to them
• Confirmation of etransfers to their site from Gigadat
• Proof of bank ownership documents

Every single time I upload anything to them, I get the same stock response saying the following

-the proof of deposit from 2024-10-01 08:06:37 (UTC 0) - has to have your name, transaction sum, receiver's name, transaction ID, time and date.

What they've asked for is an impossible requirement, because BMO do not lay all this information out in this fashion on my bank statements, and as a customer of the bank this isn't something that I can change.

In lieu of this, I have provided all of the above, and have asked several times for an escalation to someone who can piece my documents together. I even offered to take a screenvid logging into my bank, navigating through my personal details and the transactions, but they have refused to engage with me.

I have also asked on more than one occasion to make a complaint, and each time they have ignored this request and made the same stock request, completely disregarding the level of detail I've provided.

I did receive an email on Oct 16th telling me I was verified, but they quickly went back on this and emailed me the next day asking for the same information as above.

In the last couple of days, they have now morphed this into a 'SOW' request on their emails. I duly provided my August, September and October statements but they've refused these too, so I'm at my wits end.

It is clearly obvious that they're seeking to withhold my funds and are using document requests to do it. I've given them absolutely everything they could ever need, but they refuse to piece it together and refuse to engage with me properly, so I feel I've got no option but to raise a dispute. I found BDM Bet Casino on casinoguru and joined because they were so highly rated, so if you could help me get through to someone at the casino that would be really awesome.

Thank you for your time!

Dear martinleahy36,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the deposit receipt and source of wealth seem to be the only issue at the moment?
• Has the casino approved the rest of your documents?

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,

Kristina

Hi Kristina

My account was verified on the same day I opened it, and my first cashout was processed on that day, which was August 5th.

The only issue we had for over a month was just verifying my deposit. Initially I had to wait until around October 7th for my bank to issue my most recently statement - which had all the information they'd need on it. Once I got it, I sent it into them the same day and they continued to decline it.

It is only after sending numerous documents and proofs over the duration of October that suddenly this morphed into a request for 'SOW'. I had been stern with them and voiced my frustration and desire to create a complaint, and within days I was then being asked for these additional documents without my proof of deposit being approved yet.

It's quite clear to me that the second I told them their behaviour was clearly not fair play, that suddenly my account needs to undergo this additional verification. They've been putting hurdles in my way and intentionally not engaging or answering my questions in a clear pattern to try and avoid paying my winnings.

Despite this, I still gave them my last three months statements but they didn't even bother to look through them, they just rejected them and asked for the same documents again.

I have responded to your email too.

Thanks

Thank you very much for your reply, martinleahy36. That sounds very frustrating. Before contacting the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello

I have been communicating via email over the last few days, but to be honest I'm not comfortable with how it's being handled, behind closed doors. Just so that it's out in the open and clear to anybody else reading:

• I verified myself and had had cashouts paid.
• I've then verified a particular series of deposits
• This was suddenly not enough and now a source of wealth check is apparently required (only after I asked to make a complaint, a request which was ignored).
• I provided 3 months statements the same day they were requested
• Suddenly three months statements is not enough, now 4 months statements are needed

It's should be obvious to any observer at this point that they've made their decision first (not to pay me), and now they're going to keep dragging out these document requests until they find anything that they can point to in their terms as a violation, so they can refuse to pay out my withdrawal.

Nontheless I did provide the last few months statements two days ago and didn't hear back.

The reality is I've given them everything they've asked for. So my question to BDM Bet is - why is my money not paid yet?

For Kristina, there isn't really anything to forward / anything I can put together in a cohesive message beyond what I've said in my initial complaint and in this message. They ask for a document, I upload it, I get a lazy copy/pasted message back from them saying to upload the same document again. They aren't dealing in good faith.

I would like to keep any further engagement about my complaint here, in public, please.

Thank you very much, martinleahy36, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 martinleahy36,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BDM Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear BDM Bet Casino,

Could you state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Dear all,

Thank you for bringing this to our attention and for your cooperation.

We are committed to resolving this issue fairly for both parties. Our team has reviewed all the documents you provided, and we now just need a bank statement confirming the 1,500 CAD deposit made on 2024-09-30 at 22:06:37. Please upload this document at your earliest convenience so we can proceed with the review.

Thank you for your cooperation, and please let us know if there’s anything further we can assist you with.

Kind Regards,

BDM Bet Casino

Hello martinleahy36,

Could you follow the casino's instructions and let us know once you send the bank statement to the casino?

I'll be awaiting your reply.

Hello. They appear to have restricted my login access so there is now no way for me to upload it. I also strangely got an email saying I was now fully verified, but that's the third email like htat that I have received when it wasn't the case.

I would also like to add that I provided the last four months statements including all of September and October, so that specific deposit that they are looking for is on my statement. Sometimes if you deposit out of hours. on the holidays or over a weekend, BMO will put the transaction on a different date. This was the basis for the initial confusion at BDM Casino over my initial proof of deposit, and it took a lot of work for me to get someone to see that on their side.

That was to verified a different deposit though, also for $1500. The thing is - I have never changed my payment method. So if they've verified one deposit and have my last 4 months bank statements, then they have verified all my deposits so I don't see what the remaining issue is?

Hello martinleahy36,

Thank you for your response and the information provided.

Dear BDM Bet Casino,

Could you comment on this? Is there any reason why the player lost access to his account?

I'll be awaiting your reply.

Hello All,

Thank you for bringing this matter to our attention, and we are committed to resolving this issue fairly for both parties.

Unfortunately, we are unable to locate an account registered with the email address you provided. Could you kindly confirm the email address linked to your account so we can assist you further?

We appreciate your cooperation and look forward to resolving this matter for you as soon as possible.

Best Regards,

BDM Bet Casino

Hello martinleahy36,

Could you provide the casino with an email address under which you created a casino account? You can paste it here in a complaint thread.

I'll be awaiting your reply.

Hello!

We are sorry for the misunderstanding.

The player seems to have changed their email in the account and wants to confirm that the account is now verified and the player can make withdrawal requests.

Please let us know if you need any further help or if you have any additional questions.

Best Regards,

BDM Bet Casino

Hello martinleahy36,

Did you manage to request a withdrawal?

I'll be awaiting your reply.

Hello

Sorry for the delay I'm really worried about this, because I didn't change my email address? Has my email address been changed at the site?

Here's the recent emails I've been receiving from BDM

They suddenly stopped on Nov 14th

Hello martinleahy36,

Do you have access to your account? Are you sure you haven't changed your email address?

Dear BDM Bet Casino,

Could you comment on this? It appears like someone hacked the player's account.

I'll be awaiting your reply.

Hello!

We would like to clarify the situation regarding the player’s account. On November 7th, the player contacted us from a different email address requesting a change of email for their account.

As a security measure and to ensure the rightful owner was making the request, we requested a selfie with the player’s ID and the current date. The player complied and provided the requested document (we can share the second selfie with the date with the manager for review).

Based on this verification, we assisted the player in resetting the password and updating the account email. Following this, there were some changes made to the account using the newly updated email.

We hope this clears up any confusion, and we are happy to provide further evidence to support the steps taken if necessary. Please feel free to reach out with any additional questions or concerns.

Best Regards,

BDM Bet Casino

Dear BDM Bet Casino,

Thank you for your response and clarification of the situation.

Could you inform us about the status of verifying the player's account? Are there any documents missing that need to be provided by the player?

I'll be awaiting your reply

Dear Stefan,

The account is verified and no more documents are needed at the moment.

If you have any additional questions, please let us know.

Best Regards,

BDM Bet Casino

Hi guys

I'm starting to worry that I'm losing it if I'm honest. I remember sending the selfies, they're still on my computer but I didn't think I was doing this to change my email. Can you share privately with me what email address I've changed the account to?

I'm also still getting emails to my original email address too, I got one today from a VIP manager which doesn't make any sense.

Failing that can you reset this to my original email please?

Dear BDM Bet Casino,

Could you assist the player with changing the email address back to the original email address? What has the player do to change it?

I'll be awaiting your reply.

Dear Stefan,

Could you please provide us with an email in which we can share further information with you about the case?

Dear martinleahy36,

In the same communication with us on which you provided the photos, you requested the email change of your account, and by confirming that you are aware of the sent photos, this means that the request was done by you, could you please check your communication with us?

Best Regards,

BDM Bet Casino

Dear BDM Bet Casino,

You can share the information with me at my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stefan,

Thank you for sharing the email.

We have sent the information, please check it.

Let us know if you have any additional questions.

Best Regards,

BDM Bet Casino

Hello martinleahy36,

I was contacted by the casino representative via email and the casino decided to close your account, what are they entitled to. I will close the complaint as resolved as the original problem with verification was resolved and no funds were confiscated.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

Kind regards,

Stefan, Casino.Guru