BDM Bet Casino - Player’s withdrawal has been rejected.

Hello,

I deposited on this casino to claim their weekly high roller casino bonus and had a balance of 20335$, I sent my picture ID to complete the ID verification that was required and was sent a verification confirmation email on June 7th, I proceeded to submit my withdrawal on June 9th and the withdrawal was rejected the following day. An email was sent asking for additional verification in the form of proof of deposit. I sent them my bank statement and they rejected it. I spoke to the chat support to get a clarification, they asked me to send a screenshot from my online banking that shows my deposit with all my banking information, along with my personal details all in 1 page and 1 screenshot. I explained to the support agent that my online banking profile doesn't provide me a page or statement that would provide all the info they asked for in 1 page. I called my bank customer service to see if I they could provide me a custom document that the casino is asking for or if there is someway to generate such a document on my online account, they confirmed there is not a way customize documents.

Please help me find out exactly what this casino needs, I sent an official bank statement, I don't know how much more clear a proof of deposit can be.

Dear panamaleez85,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello ,

Yes, my ID was verified successfully , I am open to providing whatever the casino needs, so far they have given me an impossible task of creating a document that doesn't exist or not clarifying what I can send instead, so the answer is yes, the proof of deposit remains the only current obstacle.

I sent them my personal bank statement, and my ID, not sure how much more I can verify my identity, this seems more like a stalling tactic on the casinos part.

Hello Petronella,

It's been 5 days and you haven't responded, time has expired since then, what is going on ?

Hello panamaleez85,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, panamaleez85, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you panamaleez85 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BDM Bet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello, dear all!

Dear panamaleez85, thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced. We are sorry that you are having difficulty withdrawing funds. After checking your account, we noticed that your account is not verified. According to our terms and conditions, the company have the right to request documents for verification at any time.

At the moment we are awaiting confirmation of the deposit made on June 2 at 07:37:23 UTC in the amount of 1000 CAD. Please upload the document to the verification section. Thank you in advance.

Best regards,

BDMbet Team.

I have already uploaded my official bank statement showing the deposit and the casino rejected it twice.

Please read the complaint in full before replying, this casino is obviously doing everything possible to stall or not pay me, they have no intention on clarifying anything that would move this verification along, after 2 months of trying to get verified, exchanging emails and several times speaking to live support agents, their best response was to remind me that my account is not verified and I need to upload a proof of deposit.

This is ridiculous and an insult to my intelligence. Please take this seriously.

Dear BDM Bet Casino representative, would it be possible for the player to verify their account using a different method as the requested documents cannot be provided due to the player's bank's inability to provide them? Thank you in advance for your cooperation!

Dear panamaleez85,

rest assured that we have thoroughly reviewed your case and provided you with updated information. Unfortunately, your bank statement was rejected, as we cannot see the time of the transaction and the transaction ID there, so we cannot identify the payment.

Please try searching for the transaction in your online banking (we should see the date, time, amount and transaction ID) or contact your bank for further assistance.

We hope for your understanding.

Best regards,

BDMbet Team.

Hello,

I just uploaded a screenshot of that deposit from my etransfer transaction history. I also attached it to this thread.

Dear panamaleez85,

thank you for providing us with the necessary document.

We are pleased to inform you that your account was successfully verified, you can withdraw your funds now.

If you have any other question or difficulty, don't hesitate to contact us.

Best regards,

BDMbet Team.

Thank you very much for the update BDM Bet Casino representative.

Dear panamaleez85, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello,

The casino sent me an email confirming my account was verified shortly after replying to this thread, then a couple of hours later they sent me another email asking for another proof of deposit.

Once again, they are being confusing and stalling, I uploaded my bank statement again for the 4th time and submitted a new withdrawal

Not sure if the account is verified or not , I am hoping the withdrawal will be payed.

I attached a screenshot of the last 2 emails they sent me.

hello again,

The casino sent me an email confirming my account was verified AGAIN, followed up by cancelling my withdrawal and requesting the same document ,I have been uploading every week for 2 months.

The casino obviously does not want to pay me. This is the most confusing communication I have ever had and i'm sure it is fully intentional on their part. We have seen their reply's in this thread and all the emails i've attached. None of this makes any sense !!

Dear panamaleez85,

We are sorry that the resolution process is delayed, and we require additional details of your transaction (June 2 at 07:37:23 UTC in the amount of 1000 CAD).

Unfortunately, the date in the bank statement and the screenshot you sent are different. In the statement, the transaction is shown on June 3 and has no other data, so unfortunately we cannot identify it.

So, could you please check your transaction history again and download the payment receipt with all the details, including the sender? Thank you.

Best regards,

BDMbet Team.

Hello,

My deposit was made on June 2nd which is a Sunday , but almost all banks do not post transactions made on weekends on the same day. Any transactions made on the weekend appear on bank statements on the first monday following that weekend, and in this case that would be June 3rd.

I would think a casino who deals with ID and Deposit verifications would know this ?

Once again , I have sent you all possible documents available to me to show you my proof of deposit.

This is completely ridiculous. Why won't this casino pay me and verify me. I have been very transparent and even posted all my uploaded documents in this thread.

Dear panamaleez85,

Unfortunately, there is no information in the bank statement that we could use to identify the payment. Could you check please the transaction history in the bank application and send a screenshot of the payment? Perhaps there will be more information in the transactions, it is important for us to see the sender's details.

Thank you in advance.

Best regards,

BDMbet team.

I have already sent you everything that I have available. I sent you a screenshot of my etransfer history and even posted it in this thread. The screenshot showed the date the amount and reference number used to complete the etransfer directly from my online banking account.

The casino even replied in this thread after uploading that screenshot that my account was successfully verified.

Here it is again.

I just got off the phone with my bank and with Interac customer service.

Interac told me that any information I am looking for has to be dealt with by my bank. Their customer service number only deals with missing or delayed etransfers.

My bank told me that there is no other document other than my bank statement which can be provided. I asked the agent on the phone why the transaction I made on the 2nd shows only on the 3rd of the month when I look at my statement. He took a few minutes to look into the transaction and saw it was made on a Sunday. He told me that all transactions made on weekends will only appear the next business day which is why it shows up on the 3rd.

As it stands we are in a situation where I have been verified more than a couple of times (confirmed via email) and each time I provided what you asked almost immediately. I have sent you everything I possibly can to confirm my transaction, once again within the briefest delay and yet you are still finding reason to delay my verification and ask me to provide something that does not exist. 

I just went through your past complaints on this forum and it appears I am not the only player you have done this to. Why is it that you delay things by requesting documents that do not exist? Anyone really taking a look at my account with all the provided documents and the time frames they were provided in would be able to verify my account, so why are you doing this?

Dear panamaleez85,

Thank you for further clarification of your issue, we appreciate it.

Since the transaction was shown on your bank statement with a different date, we would like to have a more detailed confirmation of the transaction, however, given everything you have said previously, we accept the proof of the deposit you have provided.

We are very sorry that the process of resolving this situation took so long, but we are glad that it has been finally resolved. You can request a withdrawal now, it will be processed shortly.

Thank you for your patience.

Best regards,

BDMbet Team.

Thank you very much for the update BDM Bet Casino representative.

Dear panamaleez85, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear panamaleez85,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.