The player from Italy requested a withdrawal of €1,000, but despite submitting all required documents, including a moving selfie and a bank statement, the withdrawal remained pending after four days. While the casino claimed to process withdrawals within 24 hours, the player faced technical issues and unresponsive customer support. After multiple communications, the player was unable to access his account and expressed intentions for legal action. The Complaints Team extended the investigation period but ultimately rejected the complaint due to the player's lack of response.
BDM Bet Casino - Player's withdrawal request is delayed.
Amount: €1,000
BDM Bet Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
5 months ago
Translation
On the night of October 19th to 20th, I made a withdrawal request of €1,000. Despite having uploaded all the documents front and back, along with a moving selfie, I was subsequently asked to provide a photo of the card used, front and back, with the CVV covered and some digits hidden. I was then asked for a bank statement, which I duly uploaded. The bottom line? The withdrawal is estimated to be processed within 24 hours on the site; however, 4 days have passed, and the only information I've received about the still-pending authorization is that they are experiencing technical problems with the system. It is impossible to get in touch with customer support because they either do not respond or repeat the same things. This situation is embarrassing. It’s the worst operator to play with; do not play there ever.
Automatic translation:
Public
Public
5 months ago
Hello moscatogabriele112,
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 if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
Good evening nick, my account is verified, I sent the last documents on Sunday 20 October with a confirmation email received from the casino (as attached in the screenshot) the money was accumulated with real money from the first deposit made, the last time I was in contact with the casino was Monday 21 always regarding this situation
Automatic translation:
Public
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5 months ago
Hello moscatogabriele112,
As previously advised, withdrawals may take up to 14 days once your account is fully verified. Until then, we can only advise to wait and keep us updated in case the money would arrive or any other issue would occur.
Looking forward hearing from you.
Regards,
Nick
Public
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5 months ago
Translation
Good evening, as of today, October 30, 2024, after 10 days I still have no news from support, unfortunately I have found some unpleasant news, since this evening I am unable to access my account due to alleged network problems as the notice states, if I try to access from another device it does not allow me to access, if I try to reset the data I get the warning (something went wrong) I am really considering legal action for this embarrassing situation, can you do something about it? Thank you very much
Automatic translation:
Public
Public
5 months ago
Hello moscatogabriele112,
Since we recommend to wait at least 14 days for any kind of withdrawal and it is has now passed, can you please advise if there's been any update?
Looking forward to your response.
Regards,
Nick
