HomeComplaintsBDM Bet Casino - Player is unable to access his account and withdraw funds.

BDM Bet Casino - Player is unable to access his account and withdraw funds.

Amount: €235

BDM Bet Casino
Safety Index:Very high
Submitted: 24 May 2024 | Case closed : 01 Jul 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 months ago

The player from Spain could not access his casino account, which had €235 in it, and he wanted to withdraw these funds. He did not know why his account was closed and he had not made any withdrawals. Despite multiple requests for additional information and communication from the player, no relevant evidence or responses were provided. As a result, we were unable to investigate further and the complaint was rejected.

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5 months ago
Translation

I have 235 but they won't let me access the account. I'm not interested in the account. I want the money.

Automatic translation:
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5 months ago

Dear albertorgpi10,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify why your account was closed? Has the casino blocked your account or have you decided to close it? If the casino blocked you and you received an email explaining their decision, kindly forward it to me. My email address is veronika.l@casino.guru.

Could you please advise if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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5 months ago
Translation

I don't know why my account was closed or deactivated. The Casino did it and I didn't make any withdrawals

Automatic translation:
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5 months ago

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

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5 months ago
Translation

I don't know the exact type of game.

Automatic translation:
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5 months ago

Please try to remember. Also, send me all the communication between you and the casino that could be relevant to the investigation of your case. My email is veronika.l@casino.guru. Your cooperation is of utmost importance for us to proceed with your complaint. If the requested evidence is not provided, regrettably, we may be forced to reject the complaint. We appreciate your understanding and willingness to assist in this matter.

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4 months ago

Dear albertorgpi10,

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.

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4 months ago
Translation

I understand that some slots

Automatic translation:
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4 months ago

Thank you for your reply. Have you received any email from the casino after your account was blocked? Please forward it to me. My email address is veronika.l@casino.guru.

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4 months ago

Dear albertorgpi10,

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.

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4 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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