Bm.bet Casino - Player’s withdrawal has been delayed.

BM Bet is either unwilling or unable to process my first withdrawal of 500 euros. I have been waiting for over 72 hours for the confirmation of my very first withdrawal. My current account balance is 5,400 euros. According to the casino's terms (Point 6.13), I can withdraw a maximum of 1,500 euros per week and a maximum of 5,000 euros per month. I have no issue with this, but it is not being made possible to withdraw at all. Whenever I contact the chat and bring up the issue, I am told to be patient. If every withdrawal is going to take 5 business days or longer, it will result in a 3-month wait. I have no problem waiting 4-6 weeks for my withdrawal, but 3 months is absolutely ridiculous. Furthermore, I am not allowed to make a new withdrawal request while there is an active withdrawal request, which only extends the waiting time.

In point 6.15, BM.Bet states, and I quote: "6.15 Withdrawal requests will be processed by the finance department within 3 (three) business days of the request and/or 3 (three) business days after the last withdrawal request has been processed, provided all other conditions are met and verifications are completed as described in the terms. The finance department processes these requests from Monday to Friday between 6:00 and 17:00 GMT. You agree that you are familiar with and accept our withdrawal schedule. Once the finance department has processed the request for the transfer of funds, the responsibility for further delays in processing the payments no longer lies with the company."

These 3 business days have already been exceeded. Therefore, BM.Bet is in violation of their own Terms and Conditions. I need assistance and ask kindly if this could be resolved as quickly as possible. 

Thank you. In Advance

Dear Saint90,

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

I completely understand, but you must understand that I can only request a maximum of 500 euros per withdrawal. By this logic, I would have to wait almost half a year to withdraw my entire balance. All I am asking is that my withdrawal requests are processed and honored according to BM.Bet's terms and conditions. I don't think that's too much to ask, is it? I simply request that contact be made with a higher-level employee, as the chat support keeps stalling and telling me to wait.

I believe the fact that I consider 5-6 weeks (supposedly) as an acceptable timeframe for withdrawals should make it more than clear that I am okay with waiting, but I will not allow myself to be cheated and want to know if this is a case of fraud, also to protect other players.

I also have to be fair in providing updates regarding the case. BM.Bet asked for my bank details today and informed me via email that my withdrawal will definitely be processed. So, I assume the money will be in my bank account by Monday, or at the latest, by Tuesday. However, it's important to note that this is only the first of 11 withdrawals, so we'll see how the others go. I just thought it would be fair to give an update.

Update on the situation: The first withdrawal request of 500 euros was accepted and transferred to my Jeton account. I think this could be seen as a glimmer of hope. I sincerely hope that the next 10 transfers will also go through, so I don’t have to worry any further.

Dear Saint90,

Have you received your withdrawal from the casino yet?

Ich habe bisher 4 Auszahlungen erhalten. Es fehlen noch 6. However, a new problem has arisen as a result.

As you can see from the screenshots I uploaded, there is a withdrawal listed as "19-08-2024 - Complete -9245312 - Withdraw - 15000.00 EUR". This withdrawal obviously did not happen and was a mistake by your system.

The issue now is that I can’t request any more withdrawals because your system says "Maximum withdrawal limit exceeded". I have only withdrawn 1,000 EUR this week, so I should still be able to request a withdrawal of 500 EUR (see screenshots). I believe this problem is due to the mistakenly entered 15,000 EUR withdrawal. Could you please fix this immediately?

Additionally, could we discuss a solution where you allow me to withdraw the remaining balance in one go? I believe I have been very patient—first, I had to wait a long time for my initial withdrawal, then my balance was simply deleted, and now, due to your error, I can’t request a withdrawal at all.

I think it would be more than fair and about time for you to simply allow me to withdraw my entire balance so that we can finally close this matter. My patience has been tested repeatedly, and I would appreciate it if you could resolve this by allowing me to withdraw the full balance.

Dear Saint90,

Did you try to use other method to withdraw? I can see from the screenshots that crypto is also available.

Dear Saint90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.