The player from Portugal had their account abruptly closed overnight by Bdm Casino without receiving any prior notification. The casino's live chat agent also seemed to lack information about funds that were still stuck in the player's account. The player was asked to complete KYC verification, which was accepted, but the payout was delayed. After continuous follow-up, the casino confirmed the refund was processed. The player received the transaction confirmation and informed the Complaints Team, leading to the complaint being marked as resolved.
BDM Bet Casino - Player's account suddenly closed, funds still locked.
Amount: €533
BDM Bet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Bdm Casino has closed my account "based on their terms and conditions".
No email recieved, they just disabled my account overnight.
Also, live chat agent claims to have not have information about my funds still stuck in the account.
Public
Public
3 months ago
Hello fragoso21,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BDM Bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? How much real money balance is left on your casino account? When was the last time you spoke to the casino and what was it about? Did they explain what term did you breach?
Looking forward to your answer.
Regards,
Nick
Public
Public
3 months ago
Dear fragoso21,
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.
Public
Public
3 months ago
Sorry for not answering in the given timeframe, but I have been in contact with BDMBet casino.
They just asked for KYC so funds could be released and gave me no explanation about why the account was in fact closed.
It seems they accepted the KYC and I'm currently waiting for payment since a few days ago.
If possible, keep this complaint open until payment is completed please.
Public
Public
3 months ago
Hello fragoso21,
Glad to hear that the case moved forward. Please let us know once the money arrives to you.
Public
Public
3 months ago
Dear fragoso21,
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.
Public
Public
3 months ago
Hey guys, last email from them was from the 26th of May saying "Refund is still in progress, we will get in touch with you ourselves as soon as it is processed. We kindly ask you for patience.".
It's been 12 days since I submitted my payment information, could you kindly reach out to them and ask for an update?
Public
Public
3 months ago
Hello fragoso21,
As every payout can take up to 14 days, which has now passed, can you please advise if there's been any update? If still not, we will try to intervene.
Public
Public
2 months ago
Thank you fragoso21 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 months ago
Hello fragoso21,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite BDM Bet Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
Public
Public
2 months ago
Hello, dear fragoso21!
We have reviewed your refund request and approved it. The matter has already been forwarded to the finance department and the refund will be processed as soon as possible. We appreciate your understanding, and thank you for your patience.
Best regards,
BDMbet team.
Public
Public
2 months ago
Thank you for the information.
Dear fragoso21, could you please confirm once you have received the payment?
Sensitive attachment
Sensitive attachment
2 months ago
I will inform you as soon as payment is received. However, payment has been "in progress" since the 26th of May, almost a month ago.
Maybe time to speed it up? Taking a month to payout 500$ seems ridiculous to me.
Public
Public
2 months ago
Dear fragoso21!
We are pleased to inform you that your refund was successfully processed on our end. The funds must be credited within 5 working days.
If you have any other question, don't hesitate to contact us.
Best regards,
BDMbet Team.
Public
Public
2 months ago
I think I did, but would like for BDMBet to provide transcation hash for confirmation.
Public
Public
2 months ago
I have recieved TX confirmation through email by BDMBet Casino.
You may close this complaint.
Public
Public
2 months ago
Dear fragoso21,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Dominika
Casino.Guru
