Bm.bet Casino - Player's winnings have been reduced and payout is delayed.

Dear CasinoGuru team,

I’m writing to raise a serious complaint regarding BMBet Casino's handling of my winnings and their failure to provide a clear explanation for a drastic balance reduction.

On 29th August, I noticed that my account balance, which was €6200, had been cut down to €400 after wagering. I reached out to the casino’s live chat for clarification, but they couldn’t resolve the issue. I was told that an explanation would be sent to me via email, but I never received any clear justification for this cut.

I have gone through the terms and conditions, and nowhere does it state that such a drastic reduction should take place. The only related term I could find was under section

7.2, which says:

"The maximum winnings that will be paid out resulting from a cashback bonus, a bonus, a tournament bonus, any deposit bonus are up to 10,000 EUR. The maximum winnings that will be paid to the FIRST 3 DEPOSITS in the 'Welcome Pack Bonus' are x10 of the deposit made, but no more than 1,000 EUR. Please note that any amount in excess will be forfeited prior to requesting a withdrawal."

However, this rule clearly states a €5000 limit, yet I was only given €200. This is not only unfair, but it also feels completely crooked. The casino has since refused to pay me out to my Irish bank account and keeps asking for unnecessary documentation even though I’ve already complied with KYC requests multiple times.

Dear EIIRAn12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify which bonus you played with? If possible, please post a link or promo code to the bonus you activated.
• How much did you deposit to activate this bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Could you please clarify which bonus you played with? If possible, please post a link or promo code to the bonus you activated.

https://bm.bet/bonuses/110

How much did you deposit to activate this bonus?

200

Can you help me @casinoguru

Thank you very much for your reply, EIIRAn12. 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.

Already done. can you contact the casino please?????

HELLLO??? nobody helping? me what is this for site? protecting casinosss??

EIIRAn12, I apologize for the late reply.

So I reviewed all the available information and while you are correct that the bonus section in General T&Cs mentions a higher maximum cashout limit, specific Bonus T&Cs always prevail. In this case, the bonus indeed had a maximum cashout of €400:

11. The maximum win amount for free spins is 200 EUR / 200 USD / 300 AUD / 300 CAD / 1000 PLN / 200 CHF / 300 NZD and 400 EUR / 400 USD / 600 AUD / 600 CAD / 2000 PLN / 400 CHF / 600 NZD for a money bonus.

We even share this information in our review.

In your initial message, you first mentioned that your winnings were cut to €400, but then you mentioned you were given €200. Could you please clarify how much money you really had after the bonus funds were reduced? Have you already managed to withdraw this amount?

Thank you for your response, Kristina.

I want to clarify that I did not use any free spins – I played only with a regular deposit bonus. According to the terms, the maximum cashout limit you mentioned applies specifically to free spins, not to deposit bonuses. My winnings were not capped as per those rules, so I'm confused as to why the €400 limit was applied to my account.

Please double-check this, as I did not touch any bonus funds that might be subject to free spins restrictions. I’d appreciate it if you could review my gameplay and bonus details to confirm this discrepancy.

Thank you for understanding and for helping me resolve this

If you read the term again you will notice, that the free spins have €200 maximum cashout and the regular match bonus has €400. I agree that the term could be written more clearly, but I am afraid that if this amount was paid out, there is not much we can do.

Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

So you not think these are conflicting terms?

2, which says:

"The maximum winnings that will be paid out resulting from a cashback bonus, a bonus, a tournament bonus, any deposit bonus are up to 10,000 EUR. The maximum winnings that will be paid to the FIRST 3 DEPOSITS in the 'Welcome Pack Bonus' are x10 of the deposit made, but no more than 1,000 EUR. Please note that any amount in excess will be forfeited prior to requesting a withdrawal."

As I explained in one of my previous replies - specific Bonus T&Cs always prevail. You quoted the General T&Cs, however, casinos can set other rules for specific bonuses and these are the more important rules. This practice is very common and it isn't unfair in any way. General bonus terms apply if there are no other specific bonus rules. I understand that this is an unfortunate situation, and ideally, the rules should be the same for all bonuses, but as long as the casino is transparent and the maximum cashout limit is stated in the specific bonus rules, there is nothing we can do.

Another perspective may help you understand my point - you wouldn't be happy if the specific bonus rules said that the maximum allowed bet was €10, and you followed this rule by placing bets of €8 (for example), but then the casino would confiscate your winnings because according to the General T&Cs the maximum allowed bet was €5. If this happened to you and you contacted us, of course, we would argue with the casino that they shouldn't confiscate your winnings because the maximum bet rule stated in the specific bonus (€10) terms prevails. This was just an example I came up with to illustrate our standpoint in a similar situation but with a different bonus term.

Since it seems you don't need assistance with anything else, I'll go ahead and close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.