BDM Bet Casino - Player’s withdrawal is delayed due to verification issues.

I won 2k€ with this casino in august last year but they have asked me for so many documents which i have sent them but they wont verify my account. i sent them my id, my bank statement, did a selfie/facial verification through the link on there site. they asked for an alternative id which i told them i dont have (i uploaded my passport photo which is the only id i have). they said if i dont have an alternative id i can send them my rental agreement which i did then they asked for a utility bill which i dont have because the utility bills arent in my name. they asked me to upload a photo of me holding my passport and a note with a number on it which i did. now they are asking for the photo again with the date this time. everytime i send them something they asked for they ask for something else. i feel like they are never actually going to verify my account. they have had enough from me to verify my account so this seems like delaying tactics. can you help get them to pay me please?

Dear edgarasjurkaitis888,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered while trying to verify your account and withdraw your winnings. To better understand your situation and proceed with the complaint, could you please clarify a few points?

• Which of your submitted documents required for KYC verification have not yet been approved by the casino?
• Did the casino provide any explanation as to why your previously submitted documents were not sufficient?
• When did you last submit a document to the casino for verification?
• When was your most recent communication with the casino, and what did they say?
• Which types of games did you play (e.g., slots, live casino games, sports betting)?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear edgarasjurkaitis888,

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.

I have answered your questions below:

Which of your submitted documents required for KYC verification have not yet been approved by the casino?

Since my complaint, i have provided the photo of me holding my passport and a note as requested. As I suspected they are now asking for more documentation from me. My rental agreement (which I previously provided). I resent it to them but they are saying it has to be 'issued by the regulator and include all necessary stamps'. I have sent them a photo of what I have (the signed agreement). There were no stamps.

They have also asked for a utility bill which I have already explained that I don't have. I live in shared accommodation and the utilities aren't in my name. Surely they shouldn't be able to hold my winnings back because I can't provide them with something like this? I have already proved my address by sending my bank statement to them.

Did the casino provide any explanation as to why your previously submitted documents were not sufficient?

They want the above mentioned documents, ive sent them what I have but they are requesting something that i don't have.

When did you last submit a document to the casino for verification?

3rd April - my rental agreement which I had submitted to them previously and assumed it had been accepted.

When was your most recent communication with the casino, and what did they say?

They emailed me on 3rd April asking for my rental agreement 'issued by the regulator and include all necessary stamps' and a utility bill. They said they can't proceed without those documents.

Which types of games did you play (e.g., slots, live casino games, sports betting)?

Slots and original games

Could you please forward me the rental agreement you sent to the casino for verification? Kindly include the most recent communication with the casino customer support as well. My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.