Bm.bet Casino - Player's withdrawal was delayed.

After i won a great amouth of monny . I try to withdraw already for 3 weeks now . After my winnings in once the withdraw limits went down . And even the limits they are not paying out . They payd me in 2 weeks now 3 x 500 . And sinds a week notting anymore . After manny manny email,s with my v.i.p manager wich is telling me non stop it eil be alright .i get desparate if i wil ever get my winnings its an amouth of 34.000 totaly wich they have to pay me out . On this tempo that wil take 2 jears before i get my monny payd . They prommise but dont do anything . I cood live with the lowerd limits of withdrawal of 500 day / 1500 week/ 5000 month . But not even that they are paying out .

Dear Marceld,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me a screenshot of your transaction history showing your withdrawal requests?

How many pending withdrawals are there currently in your account?

Have you communicated with the casino regarding the delay in your payment? Please forward me all the communication between you and the casino that could be relevant to the investigation of your case at veronika.l@casino.guru.

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

Best regards

Veronika

Hello veronica thanks for jour answer . I already forward jou the emails with the conversations with the casino . As jou see there is non stop the same answer . The screenshots wil follow soon . I try.d for several weeks now to make it work but o lost hope . Thanks in advance for jour help

Thank you for the emails.

Could you please specify if you accumulated your winnings with or without an active bonus?

What types of games did you play? Were they slots, live casino games, or some other types of games?

Could you please confirm that you passed the full KYC verification?

It was al without bonus .

Playt on slots only .

And the account verification and other verifications are fully done .

I sendet jou email with the verification page

Thank you very much, Marceld, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Marceld,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Bm.bet Casino to the conversation to participate in the resolution of this complaint.

Dear Peter,

First of all, I would like to point out that changes in withdrawal limits have no relation to a player's winnings and are indicated in the T&C for all users.

All withdrawals for this player are processed according to our general withdrawal limits.

Following clause 6.15 of our T&Cs requests to withdraw funds are processed by the financial department within 3 (three) business days after the request was made and/or 3 (three) business days after the last withdrawal request was paid out, provided all the other conditions are met and the checks are completed, as outlined in the Terms. The financial department agents process these requests from 6 AM to 5 PM GMT, Monday-Friday. The player agreed that he is familiar with and consents to our timetable of funds withdrawal. After the financial department has processed the request to transfer the funds, any further delays in processing the payments are not the Company’s responsibility.

Delays in receiving winnings may be due to the player choosing to withdraw by bank transfer. Unfortunately, the banking system may work with a delay on weekends, on holidays or in other cases that have nothing related to the Company. The player can contact our Support Team and we will recommend alternative methods for withdrawals that are processed faster.

In summary, I would like to note that all the Company's actions related to withdrawals follow the regulations with which the player agreed when registering on the Website. I also want to assure you that all current and further withdrawals will be guaranteed to be paid following the Rules.

Feel free to ask if you need further assistance in this matter from our side.

Best Regards,

Bm.bet Casino Representative

Thank you, Bm.bet Casino team for your reply.

Dear Marceld,

I replied to your email with some follow-up questions.

Hi peter

I sendet jou an email .

Thank you Marceld for your emails.

Dear Bm.bet Casino team,

What payment method should be used to actually reach the €5000 monthly withdrawal limit?

Dear Peter,

At BM.bet Casino it is possible to withdraw funds using not only wire transfers but also e-wallets or payouts in cryptocurrency. Withdrawals by these methods are usually processed faster.

I recommend the player contact our customer service team for more information on available alternative withdrawal methods.

Best Regards,

Bm.bet Casino Representative

Dear Marceld,

Have you considered using a different payment method to withdraw your funds?

Dear Marceld,

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.