BDM Bet Casino - Player's withdrawal repeatedly delayed.

I Have been playing on this casino for a few months.

I had successfully made several deposits on the casino and withdrawals as well. I had completed the account verification with them all ready and never had an issue.

On my most recent deposit and win, I got my withdrawal cancelled and was asked to upload a bank statement. I did just that and got an email saying my account was verified. Shortly after that my withdrawal was cancelled again and I was asked to send them a proof of deposit. I sent them that document as well and waited for my withdrawal to get paid. The withdrawal was cancelled again and this time I was asked to send them a document showing the source of fund used at the casino.

I sent the casino 3 months worth of bank statement as well as screenshots of other payments I had received from other casinos this year. The casino kept on refusing them and repeating themselves.

I am not sure what else to do. To anyone looking at the documents I sent, it's more than clear as to how my account was funded but they continuously make me run in circles and we're not able to resolve anything.

Can I please ask for your help.

Hello bouzouki69,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BDM Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the additional verification process ongoing? When was the last time you spoke to the casino and what was it about? Did they specify the reason of rejecting the documents (what was wrong with them)?

Looking forward to your answer.

Regards,

Nick

I sent them 3 months worth of bank statements on Tuesday and the email they sent back was this:

Your document June 2024.pdf has been disapproved. Reason: "OW - a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)".

Hello bouzouki69,

If I understand it correctly, the casino is requesting you to send the source of income. Is it visible on the bank statement you forwarded to them?

The deposit made on the casino was from my bank.

The last 3 months of statements + the screenshots I have sent them from other casino wins show where the funds came from. To me it's clear

Hello bouzouki69,

As stated above, they want a proof of your income. Is it visible on your bank statement?

Dear bouzouki69,

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.

The bank statement I sent the casino do not show my salary. The casino specifically asks for the source of the funds, which can be traced back to the bank statement I sent them. For the purpose of keeping my money separate and never over extending myself I have a bank account I use solely for gambling and leisure. I've been fortunate enough not to have to replenish the funds in this bank for a long while as I have had some big wins over the last while on online casino which can be seen on the bank statements.

The email the casino sent is this : a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)".

In my case neither of the examples stated applies to the origin or the funds used, but I have sent them enough information so they can see where they come from.

Dear bouzouki69,

So you did forward them the bank statement of the account you used to deposit and the bank statement from which you funded the first account as well?

I have sent them 3 bank statements from the same bank. That bank was the one I used to play with them. They can see incoming money into that account which is from wins from other casinos.

Thank you bouzouki69 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear bouzouki69, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite BDM Bet Casino representative to join this conversation. 

Dear BDM Bet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello, dear all!

We really appreciate you taking the time to let us know about this issue, and we are sorry that verification took longer than expected. However, as we can see in the system, in June we requested a document from you that has not yet been provided.

For additional verification of your account, we kindly ask you to upload the following document to your profile (Documents tab):

- a document (or several documents) proving the origin of the funds used to deposit in our casino, e.g. E.g. a pay stub, proof of business ownership, real estate sale, inheritance payment or divorce settlement, etc. (for the last 6 months).

If you have any other question, please let us know.

Best regards,

BDMbet Team.

Dear BDM Bet Casino,

thank you for your message.

Dear bouzouki69, 

will you be able to send the required paperwork to BDM Bet Casino, please? Please keep us informed about any new developments.

Dear bouzouki69,

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.

Sorry for the delay

I am self employed. I do painting and drywall, and small repairs in peoples homes. I deal with alot of cash payments. I have provided the casino with the bank statements they asked me for. There are funds dating as far back as I can remember. Those funds were from gambling wins and they were used to fund my account.

The purpose of this verification is to verify the source of the funds used at the casino. Everything can be found on the statement with the screenshots.

Dear bouzouki69, 

I would like to highlight that the current concerns are primarily related to ensuring that no money laundering is taking place in this situation. Casinos take such matters very seriously. Maintaining an account with only your casino funds is both prudent and uncommon in this industry, which may contribute to the casino's cautious approach. To proceed with your case, could you please provide your bank statements along with your deposit and withdrawal history from your player's account? Please send them to my email: katarina.d@casino.guru. Thank you.

Dear bouzouki69,

based on the fact that the requested document was not provided, we have sent you by mail a document that contains a number of questions that we ask you to answer.

Thank you in advance.

Best regards,

BDMbet Team.

I have uploaded my notice of assessment for the year 2023.

If there is anything else you might need I will send it to you

Dear bouzouki69,

Thank you for the document provided. However, we are still waiting for the questions sent to you in the document on September 17 to be answered. Please check your email and provide us with answers as soon as you can.

Thank you in advance!

Best regards,

BDMbet Team.

I sent them the document today by email

Dear bouzouki69,

thank you for your email. I did take a very careful look and I have to say the payments match your casino account history. Will you be also available to answer casino's questions from the email mentioned above, please?

Dear BDM Bet Casino,

since you have received a notice of assessment, were you able to verify this player's account, please?

Hello to all, I have not yet been verified

Just wanted to update the thread.

Thank you

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear bouzouki69,

We apologize for the long wait for a response.

Since you mentioned that you are self-employed, we kindly ask you to upload your tax return report in the verification section.

Thank you in advance!

Best regards,

BDMbet Team.

I uploaded my notice of assessment.

It's the complete breakdown of everything you are asking for.

What is the issue ?

Dear bouzouki69,

We are still awaiting the submission of the requested document to proceed with your account investigation. Kindly upload your tax return report in the verification section at your earliest convenience so we can resolve this matter as quickly as possible.

Best Regards,

BDMbet Team

Dear bouzouki69,

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.

Sorry for the late response.

Can either of you help me understand the document the casino is requesting. Casino Guru you mentioned it yourself "since you have received a notice of assessment, were you able to verify this player's account, please?"

Based on google's definition a Notice of assessment is : "is an evaluation of your tax return that the Canada Revenue Agency sends you every year after you file your tax return. Your NOA includes the date we processed your tax return, and the details about how much you may owe, or get as a refund or credit."

To me, this document shows you what you are looking for when you ask for a tax document. If for some reason you are looking for something else, can you please tell me what the name of the document is so I can further assist you. Please be specific, I am not familiar with these documents and will likely have to explain myself to an agent over the phone for help getting them.

Dear bouzouki69,

thank you for your reply.

Notice of assessment is a document generated by the CRA after you file your T4 form, in your case, since you are self employed I assume it is T2125. Then, after CRA processes your documents, you can see your Notice of Assessment in your CRA account (CRA stands for Canada Revenue Agency). it ussually consist of multiple pages detailing your tax duties.

According to your previous message, I assume it is the document you were talking about.

Am I correct? Is this the form you have submitted?

Yes, I logged into my account, downloaded it and uploaded the pdf.

Dear bouzouki69,

thanks for the confirmation.

Dear BDM Bet Casino,

have you received the bouzouki69's Notice of Assessment, please?

Hello!

Thank you for providing your tax report. However, it appears that the document was uploaded to the wrong field. To ensure we can process your request, we kindly ask that you re-upload the tax report in the correct field labeled "Proof of Funds" rather than "Proof of Deposit."

Once the document is uploaded to the right section, we will be able to proceed with your request.

Thank you for your understanding and cooperation.

Best Regards,

BDMbet Team

I've done that now.

Thank you for clarifying that uploading the document in the wrong section has caused an additional 2 week delay

Dear bouzouki69,

thanks for your message.

Dear BDM Bet Casino,

could you please provide an update on the status of the bouzouki69 regarding your verification process? Given the unnecessary delays associated with this complaint, we would appreciate it if you could prioritize this matter and expedite the entire process. Thank you.

The casino did not approve the document.

The reason stated in the email says:

 "please upload a document for the last year".

If they took the time to look at the document they would see that it's dated 2024 and it reflects the year 2023 ...

What a nightmare.

Can the casino please reply as to what was wrong with the document uploaded in the correct section this time in order for us to move forward. Thank you

Dear bouzouki69,

thanks for the update.

Dear BDM Bet Casino,

could you please clarify the reason for not accepting the Notice of Assessment provided by bouzouki69? If the rejection was due to it being dated 2023, please note that this is the most recent document available. The Notice for the year 2024 will not be accessible until 2025.

Dear all,

We are sorry for the delayed response.

We’re pleased to inform you that the misunderstanding regarding your document has now been cleared, and the document has been approved by our team.

Additionally, we are happy to confirm that your withdrawal request has been processed on our side. You should receive your funds shortly.

Thank you for your patience, and please let us know if you have any further questions.

Best Regards,

BDMbet Team

Thank you for the fast response, BDM Bet Casino. 

bouzouki69, could you please advise if you have received the payment?

They have begun paying me, I have reached the weekly limits.

Can we please keep this open until they complete the payments.

Dear bouzouki69,

thanks for your reply. I will maintain this complaint as open until you have received the remaining funds. Kindly keep us informed of any new developments.

Everything has been paid. Thank you for helping me resolve this.

Dear bouzouki69,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru