HomeComplaintsBDM Bet Casino - Player’s unable to withdraw bonus winnings.

BDM Bet Casino - Player’s unable to withdraw bonus winnings.

Amount: €22

BDM Bet Casino
Submitted: 23 Jan 2025 | Case closed : 05 Feb 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Spain encountered an issue with withdrawing €22 from BDMBET after making a deposit of €20 and receiving a purported bonus of €20. The casino's support team informed her that the bonus was fictitious credit, leading her to believe she was facing misleading advertising and demanding her funds to be returned. The Complaints Team attempted to gather more information from her, but due to a lack of response, the complaint was ultimately rejected.

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Translation

Complaint to BDM BET,


Dear Legal Team and Customer Support at BDMBET,

I am writing to outline the events that occurred on January 23, 2025, through your application and to demand an immediate resolution.

My name is ***. On the aforementioned date, I downloaded your app on my mobile device and made an initial deposit of €20 using my debit card ***.

According to the promotion on your platform, this deposit would grant an additional "gift" of €20 as a bonus. After completing the payment, my balance showed a total of €40 (comprising €20 from the initial deposit and €20 from the supposed bonus), which was also visible on the Pinklo game interface.

After playing a few games, my resulting balance was €22. However, when I attempted to withdraw this amount, the transaction was blocked. Upon contacting your support team, agent Nazario informed me that the "gift" associated with the bonus was not real money, but fictitious credit, contradicting the initially presented information.

Allow me to point out that this amounts to misleading or, at the very least, confusing advertising. According to the Royal Spanish Academy (RAE), the word "bonus" is defined as:

1.- A subscription card that grants the right to use a service for a specific period or a certain number of times.

2.- A card that can be exchanged for certain items or money.

The use of this terminology creates clear expectations regarding the monetary nature of the offered bonus, which, in this case, have not been fulfilled.

Given the lack of clarity in the conditions and terms presented, I believe I have been a victim of what can be classified as a contractual breach. For this reason, I demand the immediate reimbursement of the balance amounting to €22 (€20 from the initial deposit plus €2 in winnings) to the same debit card used for the deposit.

If I do not receive a satisfactory solution within a maximum of 5 business days, I will be compelled to take the appropriate legal actions, including, but not limited to, filing a complaint with the relevant consumer and advertising authorities, as well as publicizing this case on public platforms and social networks to inform other users about your practices.

I await an urgent response and resolution.

Sincerely,

****

Automatic translation:
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Dear raki250,

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.

  • Could you please post here the promotional link or promo code you used to activate the offer?
  • Do I understand correctly that you completed the bonus wagering requirements before requesting the withdrawal?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

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Dear raki250,

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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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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