BDM Bet Casino - Player’s account limits have been reduced unexpectedly.

I have an account at one of your BDM casinos, where I have an amount of 30 thousand euros. It turns out that in the previous month I was able to make withdrawals of €1,500 daily, €4,000 weekly and €12,000 monthly. It turns out that according to what I was informed, there was a bug in the withdrawals and for 5 days I was unable to make withdrawals. However, when I was able to make the withdrawals, they lowered the daily limits to less than half, that is, €250 daily, €750 monthly. I asked for clarification and they didn't give it to me. They just said that the limits were this and that was it. However, I wanted to close the account because I'm leaving the country for work and I'm going to the country I'm going to, in the city of Murcia, Spain. I can't access your site, so there's no point in having an account. That's why I asked for the limits to be increased to the ones that were there. According to the terms and conditions of the website, it says that BDM will pay the entire amount that is in the balance and that they choose the method to do so. After exchanging emails and talking in the chat, they told me that they are the ones who decide how to pay and what they pay, or in other words, they want to pay according to the limits that were lowered after an update, a bug, or something that happened on the website. 

Dear cristinafprodrigues,

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. 

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal limits? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

I'll send you an e-mail with all the information! thank you

Dear cristinafprodrigues, I haven't received any email from you.

Please respond to the questions above.

Dear cristinafprodrigues,

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.

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.