BDM Bet Casino - Player’s winnings withdrawal is delayed.

I signed up to this website almost a year ago. I used my real information, submitted KYC documents before I started playing on the site and was successfully verified. After depositing money with cryptocurrency, I was sports betting and came out on top. I withdrew a small amount of money at first and was paid out without an issue, now that I've tried withdrawing a larger amount the website is causing me issues. For around 4 months now I've tried taking all my money out, first I tried with cryptocurrency but the method was removed from my account, after waiting some time the method returned but they froze my money for a few days and said they're having issues with that payment method even though people could deposit fine with it. My only available withdraw method is Bank Transfer via IBAN. I've provided my IBAN to this website only for my payouts to get denied. I've tried 5 different bank accounts I have with different banks and they are getting denied, with BDM claiming its a payment provider issue. If I swap my currency which has a separate wallet, I can use crypto currency and other withdrawal methods without an issue, so my account has been targeted on my wallet to stop me from getting my money.

Dear ggs109,

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 contacted the casino to find out if any further verification is needed for your withdrawals?

Do you know why you are unable to withdraw via cryptocurrency?

What payment method was used for your previous successful withdrawal?

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

Could you please share your communication with the casino? 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

Hi.

I have been assured the problem is payment provider related, nothing regards to my KYC, which I fully passed.

The Cryptocurrency method has been removed from my GBP wallet due to "technical difficulties", it's still available on other wallets that use different currencies but they dont have my balance in them.

I have withdrew my money previously with Cryptocurrency.

My money was accumulated through sports betting on esports, without any bonuses. I have rejected the websites bonuses.

Here are my transcripts

https://pastebin.com/*******

Dear ggs109, has the casino clarified why you can no longer withdraw using crypto?

Have you reached out to your payment provider to see if the issue lies with them?

The casino has stated their payment provider is having issues and that option has been removed, but if I swap my currency to any other one than GBP, I can deposit and withdraw through cryptocurrency completely fine, but my money cannot be transferred from the GBP wallet to another one to withdraw it. I have tried withdrawing to 4 different banks in 3 different countries, the casino only asks me for my IBAN. I provide the IBAN, all my accounts are in my name, the same name I signed up to the casino with. I have asked the casino if I can maybe provide them more information along with the IBAN to make the withdrawal easier but they said its a payment provider issue and that they can't do anything. I have contacted live support of my bank and they said my account is fine to receive international payments and they dont see an issue.

Thank you very much, ggs109, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear ggs109,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BDM Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BDM Bet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello!

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

We are happy to inform you that the crypto payment method issue was resolved, you can now create a withdrawal request.

Let us know if you need any further help.

Best Regards,

BDM Bet Casino

Upon checking, the GBP wallet still does not have a cryptocurrency withdrawal option.

Hello all.

Thank you for your cooperation in this matter.

Dear BDM Bet Casino, Could you inform us about any updates regarding all this, please?

Thank you in advance.

Kind regards,

Romi

Dear all,

We are currently working on resolving the matter by enabling the crypto option, it seems that there is a technical matter which will be resolved as soon as possible.

We are sorry for the inconvenience and thank you for your understanding.

Best Regards,

BDM Bet Casino

The same reply I received in december. Also no explanation as to why my IBAN Bank transfer withdrawals are getting rejected.

Dear ggs109,

Please note that the reason was provided by our team a few times already. Due to the deposit and winnings being in crypto, the funds can't be converted to Fiat as we are not an exchange, and you can only withdraw them via crypto.

Rest assured that the team is working on the matter.

Best Regards,

BDM Bet Casino

Greetings all.

Dear BDM Bet Casino,

Thank you for the update.

Please let us know as soon as it is fixed.

Kind regards,

Romi

It wont be fixed, it hasnt been fixed for 3 months now even though it works fine for other players but my account is limited. I have spoken to people who withdraw fine via cryptocurrency.

Dear ggs109,

Thank you for your patience.

The issue should be fixed now, can you please try again?

Best Regards,

BDM Bet Casino

I can confirm the cryptocurrency withdrawal option has returned, however when I try I'm receiving a system error. I will contact support as it's instructing me to.

I have tried withdrawing my money, the cryptocurrency option is back but I'm receiving a system error which tells me to contact support. After contacting support they tell me that they don't know and I will be emailed, I've been told in the past I will be emailed and have never been emailed by BDM bet, so im quite doubtful that I'll receive an email, could you please explain the issue here? Thank you

Greetings all.

Dear BDM Bet Casino,

Could you check if the issue can be fixed, please?

Thank you.

Respectfully,

Romi

Dear ggs109,

We are sorry to hear that the issue is ongoing.

Could you please try the following steps:

1. Close all side tabs, reopen the casino page and refresh it:

- by pressing "Refresh" (in case you are using smartphone)

- using Ctrl+Shift+R (Windows)

- using CMD+R (macOs)

2. If it didn't help, clear cookies, cache and internet browser history

3. Restart the device and log back into the Casino using a Google Chrome browser

We are looking forward to your reply.

Best Regards,

BDM Bet Casino

Dear BDM Bet,

I've followed all your steps and the error still persists, even tried different devices and web browsers. Is there any way someone from support can just contact me through the website and manually withdraw my funds after I provide a withdrawal address?

Greetings all.

BDM Bet Casino,

Could you give the player any advice on what to do now, please?

Thank you in advance.

Kind regards,

Romi

Hello!

We would like to assure you that our dedicated team has been informed of the issue and is actively working on finding a solution.

We understand how frustrating this may be, and we sincerely apologize for any inconvenience this has caused.

As soon as we have an update, we will inform you immediately. In the meantime, we appreciate your patience and understanding while we work towards a resolution.

Best regards,

BDM Bet Casino

Hello!

We appreciate your patience while our team conducted a thorough investigation into the issue.

To proceed with resolving the matter, we kindly ask that you make a new successful deposit using cryptocurrency before submitting your withdrawal request.

Thank you for your understanding!

Best Regards,

BDM Bet Casino

My only possible deposit method is VISA

Hello all.

Dear BDM Bet Casino,

Could you please update us regarding this matter?

Thank you in advance.

Kind regards,

Romi

I've finally withdrew my funds, thank you to Casino GURU and BDMBet for the help, I appreciate it.

Hello,

We are pleased to hear that you have successfully received your funds.

Thank you for your patience and understanding throughout the process. Should you require any further assistance, please do not hesitate to reach out.

Best Regards,

BDM Bet Casino

Thank you, ggs109, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru