HomeComplaintsBDM Bet Casino - Player's winnings disappeared.

BDM Bet Casino - Player's winnings disappeared.

Amount: 1,000 R$

BDM Bet Casino
Safety Index:Very high
Submitted: 25 Apr 2024 | Case closed : 24 May 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

6 months ago

The player from Brazil had noticed that all his winnings, approximately R$5000, had disappeared from his account overnight. The casino's customer support had claimed that he had cancelled the bonus, which he denied. The player had used the welcome sports bonus and was close to meeting the wagering requirements when his balance was wiped. We had clarified that our forum primarily dealt with online casino complaints, not sports betting, and had offered to recommend websites that might assist him. However, the player decided to give up on recovering his winnings due to his dissatisfaction with the casino's service. As a result, we were unable to investigate further and had to reject the complaint.

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7 months ago
Translation

I made a bonus money win in this casino approximately amounting to R$5000. I started using it to meet wagering requirements. Today, upon waking up, I accessed my account (as I noticed that KYC was requested). When I accessed my account, my balance was entirely zeroed out.


I went to customer support to ask what had happened, and they informed me that I had canceled the bonus. This is utterly ridiculous. They simply disappeared my winnings and blamed me for it. They might as well say that they don't allow any winnings on their platform (which is what they appear to be doing).

Automatic translation:
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6 months ago

Dear phvfadel,

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. 

  • Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer here in this thread.
  • Could you 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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6 months ago
Translation

I opted for the welcome sports bonus. And using the bonus I managed to reach an amount above R$5000. I continued betting to meet the wagering requirements when what I reported happened. The only contact I had was through chat and I was extremely disappointed.


It doesn't make any sense for me to exclude a bonus considering that all I had to do was make a few more small bets to make a guaranteed profit. I am extremely dissatisfied with the site and the way Support treated me, claiming that I was responsible for canceling the bonus.

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6 months ago

Thank you for your reply, phvfadel. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you only focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

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6 months ago

Dear phvfadel,

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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6 months ago
Translation

Thank you but I gave up trying to recover. The service on the website is terrible and I have already accepted that I was robbed.

Automatic translation:
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6 months ago

Do I understand correctly that you are no longer interested in pursuing this complaint?

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6 months ago

Dear phvfadel,

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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6 months ago

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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