The player from Italy faced ongoing issues with withdrawing winnings from BDM casino after submitting multiple documents for verification, including a bank letter, for a modest withdrawal of 300 euros. She raised concerns about the dignity of the verification process, noting that others had experienced similar delays and frustrations with the casino's practices. Eventually, the casino paid her winnings after a lengthy verification process. The complaint was marked as resolved by the Complaints Team, who expressed appreciation for her cooperation.
BDM Bet Casino - Player's withdrawal request is delayed due to excessive document demands.
Amount: €300
BDM Bet Casino
Safety Index:Very highSafety Index
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9.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Hello, I recently signed up for this BDM casino. It was my fault for not reading the reviews before depositing and trying to withdraw. I deposited using a Visa card. On my first withdrawal attempt, the account verification was successful, only asking for standard documents like an identity card and video identification, etc. However, after 48 hours, I started receiving emails rejecting my withdrawal request, asking for documents like a bank statement, a photo of the card... which was okay so far, I sent everything with the hope that I could withdraw. After another 24 hours, another email arrived requesting a bank letter confirming that the account belongs to me, including relevant bank data, etc. So now I'm wondering... what about my dignity? Where is it? Do I have to get a letter from the bank to withdraw a modest amount of 300 euros? On the recent bank statement I sent, covering the last 3 months, it clearly shows my account. So, reading the reviews of this casino, others have reported the same thing, saying that they continue asking for documents just to avoid paying the winnings. Someone else said they've been waiting for months for their winnings to be paid, even after sending all the requested documents. Another person mentioned that the payment was marked as completed, but the money never arrived in their account... and now? Is what they are asking normal? Is there a way to recover my winnings, or should I just close the account and stop subjecting myself to humiliation?
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2 months ago
Dear KARY,
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.
That’s why we advise players to be patient and cooperate fully with the casino.
Have you already provided the casino with the requested documents?
Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Dominika
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2 months ago
Translation
Yes of course, I also sent the letter from the bank, which is the last document requested so far. I could understand everything, even the checks with long timescales as you say, but I don't understand why they send the request for one document at a time every 24/48 when they could very well send the list of all of them together to shorten the time and above all to make us understand if we allow ourselves to do their checks and what they consist of, do we have the necessary documents? Are there any documents missing? Do we want to call the bank to get their letter in short? No.. if I had known before, I would not have deposited even a cent in their casino. I should add that I had asked immediately after registration and before the first deposit what documents were necessary for the check and they were not provided to me. They replied that after the first deposit and the first withdrawal I could do the check. A and no.. I usually refuse bonuses so I don't activate them at all. The winnings come from the money deposited.
Edited
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2 months ago
Translation
Good morning, the casino even if late and after 1000 checks has finally paid the winnings. I thank you for your kind cooperation and availability in solving my case.
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2 months ago
Dear KARY,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,
Dominika
Casino.Guru
