Bm.bet Casino - Player’s winnings haven’t been received yet.

Dear Casino Guru Complaints Team,

I am submitting this complaint regarding the ongoing and unreasonable withdrawal delays I am experiencing with BM.bet

As per the casinos terms and conditions, withdrawals are permitted at a rate of £500 per day, £1,500 per week, and £5,000 per month. Additionally, the terms confirm that players can have up to three pending withdrawals at a time, up to a combined capped value of £500. However, despite these stated terms, my withdrawal request has been pending for six days, and repeated attempts to contact customer support (over ten times) have yielded only generic responses that the request is in a queue due to high demand.

Upon further investigation, I have found numerous reviews on Trustpilot that indicate this is a common issue with the casino. This suggests a systemic failure in processing withdrawals within a reasonable timeframe. The way the casino is operating directly contradicts its own terms and conditions. If withdrawals are consistently delayed for days or weeks, it is mathematically impossible for a player to withdraw at the rates advertised.

Even in the best-case scenario if the first £500 withdrawal is processed after seven days it would take me nearly a year to access my full £20,000 winnings, which is grossly unfair and not in line with the casinos stated policy.

Resolution Requested

I am simply requesting that the casino honours its own terms and conditions and allows me to withdraw £1,500 per week, via three £500 transactions. This would allow me to withdraw my winnings within four months, which is both fair and within the withdrawal limits set by the casino itself.

I appreciate Casino Gurus support in addressing this issue and ensuring that players are treated fairly. Please let me know the next steps.

Kind regards,

D**** G***

Dear Dgill0404,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

This complaint is not just about the withdrawal time, it’s about not mathematically being able to take out my full winnings in line with the stated terms and conditions.

Of course I’m happy to wait 14 days, but if I have to do that after every withdrawal it will take me nearly 2 years to withdrawal my winnings, when it should only take 4 months!

Can you please update the disputed amount to £20,000? I thought it was asking for my original deposited amount which was £100, sorry for the mistake.

I have just received my first withdrawal, it’s taken 11 days and I’m now not allowed to request a new withdrawal until tomorrow. My complaint still stands that I’m going to be unable to withdrawal my winnings in line with their terms and conditions, at this rate it would take me over a year to get the money out, because I have another 39 withdrawals to complete! Looking forward to your assistance. Thank you.

Please close I’ve been paid

Dear Dgill0404, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru