BDM Bet Casino - Player’s account has been blocked and refund denied.

I want to bring in your attention the fact that the amount spend last night on the 4th was done without account verification.

How can be spend 1000e on a application without having the account checked?

I am addicted to gambling and also I am excluded in all casinos because I am addicted to gambling.

I asked them to return the amount but the account was blocked with opened amounts and site is refusing to refund anything.

please help

Dear Teodora,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BDM Bet Casino.

Please note the casino is licensed under Curaçao Interactive Licensing (C.I.L) and not the National Office for Gambling Romania (ONJN)

If you are enrolled in a national self-exclusion program, this will not apply to casinos licensed under licenses other than ONJN.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you informed the casino about your gambling issues with addiction?
• Do I understand correctly the casino acted to block you from further deposits and play?
• Was there any remaining balance on your player's account?

If you have any open accounts in online casinos outside of ONJN jurisdiction, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

yes, i informed the casino about my addiction and they blocked my account

i asked for the refund of entire amount, also opened cash back balance

they refuse and blocked my account

i can send you the entire conversation and emails

please provide the email address

thank you

I apologize for not replying sooner. Please send the conversation chain to my email at tomas@casino.guru

Hello

I send it via email

thank you very much

Thanks for your email.

Please help us establish a timeline of events.

• Could you please explain when you informed the casino about your gambling problems?
• When have you made deposits in the casino?
• When did the casino close your casino account as a result?

Hello,

i cannot provide you an answer because the account was blocked but you can see all the corespondent with them in the emails I already send to you.

if needed i can send the proof on payments to you here or on the emails

thank you

Please specify when you informed the casino about a gambling problem and when was your last deposit to the casino to your knowledge.

I'll wait for your reply.

Thanks for your email.

Unfortunately, if there is no proof you informed the casino about your gambling problems we have no basis to request a refund on your behalf.

If the casino already closed your account permanently there is no recourse we can offer to you. If you believe you informed the casino about a gambling problem, request chat transcripts from the casino, however, please be advised the casino might not process your request to your satisfaction.

Please understand the requirement to verify an account before making a deposit is dependent on the license of the casino. Romanian license might mandate the verification before any deposit is made for online casinos operating under its license, while Curaçao Interactive Licensing (C.I.L) casinos will conduct verification only after a withdrawal of winnings is requested.

I'll await your reply.

Dear Teodora,

As I explained earlier, we help players with a refund request only if certain circumstances are clarified. If you aren't able to explain when and how you informed the casino, the casino has no obligation to provide us damning evidence about itself, and we have no basis to argue against the casino.

Since you confirmed your account is already closed, we have no basis to contact the casino and ask for an account closure or a refund on your behalf.

Consequently, your complaint shall be closed as rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.