BDM Bet Casino - Player struggles with providing proof of deposit.

I have been playing on the casino for a few months and when I tried to withdrawal, I was asked to verify my account. I have verified my ID but the casino requested a proof of deposit in order to complete the verification. This is where things took a turn for the worse.

After having sent the casino 6 months worth of bank statements (two different banks), email confirmation received when the deposit is completed by email and every other possible thing I can send them the casino insists they want a statement from my "Interac" account. The problem with this is no one can have an account with Interac, it is simply a service used by all Canadian banks to move money using an email from one account to another. I have gone on chat and explained this to them and still they insist on the statement. 

The last chat agent sent an example which I have attached as to what it was they were looking for. I told them I had all ready sent that and that it was a confirmation you receive by email once the transfer of funds is done. I uploaded the document again and it was rejected.

I went back on chat and the new agent now requested a statement with my details for an account number I had never heard of before. I asked them if that account belonged to the company Gigadat which is the intermediary company the money was sent to before it was deposited to the casino. The agent said yes, a statement from there … except I have no business nor access to a company's statements.

They also asked me to call my bank and request such a document. I not only called my bank, but also the company Interac. Interac told me to contact my bank, and my bank told me to refer to my bank statement.

The casino has made it impossible to complete the account verification by requesting a document that does not exist. If they took the time and simply cross referenced all the documents provided to them, they would easily be able to confirm the proof of deposit. I am asking you to invite the casino here in order to establish what the issue is and how we can resolve this.

Dear ston98dd,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your deposit method seems to be the only issue? Has the casino approved the rest of your documents?

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,

Kristina

Thank you very much for your reply, ston98dd. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I have emailed you.

The casino sent me an email this morning asking yet again for a statement from my Interac account.

I believe the still do not understand what the service is and how it works.

Thank you very much, ston98dd, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, ston98dd,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BDM Bet Casino team,

What needs to be done on the player's side to complete the KYC and withdraw the disputed winnings? What documents are problematic? Can you check all the documents he has already provided and confirm they are insufficient to verify his deposit(s)? Can you be more specific about the missing document(s) and provide him with instructions? What exactly does the casino need and where could he find it?

The casino has paid me now

What great news, ston98dd!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Thank you, BDM Bet Casino Team, for your quick help!

Best regards,

Branislav, Casino.guru