The player from Italy faces account verification issues after accessing the casino from a friend's device, leading to requests for documentation linked to an IBAN not associated with their account. They express concerns about sending the information and the potential risk of account closure.
BDM Bet Casino - Player's account is facing verification issues.
Amount: €1,200
BDM Bet Casino
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Case opened
Current status
Waiting for player to reply
6d 20h 32m 43s
Case summary
3 hours ago
Public
Public
1 week ago
Translation
Hello. I have been playing on the site for months and had a great experience. They have always paid promptly and fairly. Today, after a few days of playing at a friend’s house, they are asking me for account verification with an IBAN that doesn't belong to me and has never been used for depositing funds. Perhaps they noticed from the IP address that I also connected using his phone and now they're requesting documentation that isn't mine. I'm afraid to send it because they might close my account. I must emphasize that I have never used it and I find it absurd that I'm being forced to do these verifications that don't relate to my cards. Again, I have never used other withdrawal methods linked to the requested IBAN.
Automatic translation:
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1 week ago
Dear ttore90,
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.
- Do I understand correctly that you used your friend's phone to log into your casino account?
- Could you please clarify if your friend also has an account at this casino?
- Have you provided your own documents to verify your identity in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
Translation
Yes, after my positive experience he also created his account but after a while he closed it. Sometimes we played from his cell phone with my account... I verified everything correctly but now they ask to verify a bank statement that is not mine... I made 4 withdrawals all paid on another IBAN while they say that I used this other one during the withdrawal phase.
Automatic translation:
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1 week ago
Thank you very much for your reply, ttore90. 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.
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3 hours ago
Dear ttore90,
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.
ttore90 has 6d 20h 32m 43s to reply
