The player from Spain faced unjustified obstacles in withdrawing his winnings after providing extensive documentation for account verification. Despite submitting a variety of documents, he continued to be asked to verify his source of funds. After reviewing his interactions with the casino, it was concluded that the casino required unedited bank statements and additional documentation. Eventually, the player received his payment after further communication and document submission. The issue was marked as resolved by the Complaints Team.
BDM Bet Casino - Player experiences delays in withdrawing funds.
Resolved
Our verdict
Case closed
Amount: €4,255
BDM Bet Casino
Safety Index:Very highCase summary
Discussion
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1 year ago
Translation
After earning legally on the platform (without using any deposit bonuses) they are putting unjustified obstacles in my way to withdraw my money. I have already provided documents to verify my account such as:
- DNI.
- Selfie with ID.
- Photo of all the cards I have used to log in.
- Last 3 payrolls (January 2025, December 2024, November 2024).
- Telephone bill to verify address.
- Bank statement of the last payroll from January.
- Screenshots of all transactions made on the platform with the different cards.
With all this, I keep getting asked to verify my source of funds.
It won't let me attach a screenshot, so I'm quoting the last thing they told me via chat:
"This could be a bank statement showing incoming transactions with appropriate tracking explaining which entity the funds were transferred from, for example, a payment made on a specific date with an audited narrative, such as the sale of a house with transfer of X Euros from Company Y, rental income deposits, available balance, a deposit, a loan, etc."
I believe that with the documents I have sent I have amply demonstrated my source of income and that they are displaying abusive behavior towards me.
I have tried to resolve this amicably, but after more than 10 days of waiting, I am forced to complain here.
Automatic translation:
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1 year ago
Dear jcfernandezrebollo,
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 take KYC lightly.
- Have you provided all the required documents as soon as possible and in the correct format?
- Are you able to check the verification status of your documents or account in your player profile? Would you be able to share a screenshot?
- Is the source of funds verification the only obstacle in completing the KYC verification to your knowledge?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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1 year ago
TranslationHello good,
Yes, I understand that KYC is essential and that is why I have cooperated by sending each document that has been requested as soon as possible. However, I consider that I have already verified the proof of funds by sending several pay slips and bank statements, and that I am being abused.
I answer your questions:
- Yes, I have sent all the documents correctly and they have never told me anything about the incorrect format.
- Yes, I have access to my account.
- I don't know, because with each verification step I've passed, they've asked me for another one. As of today, that's the only obstacle.
- I don't have any chat transcripts saved as I've never had this kind of problem before. But I will keep them from now on, and if I have any new ones I will send them to you.
I've sent you the rest of the screenshots by email.
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1 year ago
Thanks for your replies.
Were your new withdrawal requests canceled or processed?
Were you in contact with casino support since your last post?
Could you please share the communication you saved with the case that mentions any particular obstacles? Send it to my email at tomas@casino.guru
I apologize for the inconvenience.
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1 year ago
TranslationHello good,
- They cancelled a request for me, I currently have 3 pending withdrawals (2855€ in total) and 1400€ of balance (which they won't let me use anywhere, since I'm blocked from both the casino and betting).
- I have had two conversations since the publication, one yesterday and one this morning. They cannot tell me why they do not approve my payroll as proof of funds, they also tell me that they do not know why they cannot send me emails with information on the status of my verification, and they recommend that I open a chat every 12-24 hours asking about the status.
- I am sharing with you both conversations I had with a casino agent via email.
Thank you.
Automatic translation:
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1 year ago
Thanks for your patience.
I went over your interactions with the casino regarding your verification documents.
My conclusion is that the casino requires unedited bank statements from the last 3 months in PDF format. Please note this is a common request from online casinos that proceed with verification to provide unedited documents.
Please let me know whether you provided the casino with unedited documents as well already. Looking forward to your reply.
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1 year ago
TranslationI sent them the documents on Wednesday, and I'm still waiting for a response. They told me that I have to ask via chat from time to time to find out the process since they don't know why they can't send me emails.
Automatic translation:
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1 year ago
TranslationLast Thursday I sent the requested monthly summaries for the two bank accounts associated with the cards I used to make the deposits. To make it easier for you to identify them, I underlined the corresponding transactions.
On Friday morning I contacted them again and they told me that I had to upload the documents again, this time without highlighting. I proceeded to attach them via chat.
That same night, I checked again via chat to find out the status of the documents and, this time, they asked me for the payslips again (which I had already sent a month ago; even so, I attached a new one). They also mentioned that they had sent me an email with information about it, although I have not received any email from the casino since February 18. In addition, they asked me for a bank statement for the last 6 months (when initially they had only asked me for the last 3, when the account was created in November, and with the statements I have sent them, absolutely all the deposits I have made can be seen) and they made me complete a questionnaire, which I answered without problems.
I am attaching the conversations by email.
I feel like every time I contact them via chat it's like starting from scratch, as the information seems contradictory. For example, in the last chat I was informed that they had sent me an email 15 hours ago rejecting my documents, when I had uploaded those same documents just 12 hours earlier. Despite sending all the required documents in the requested format and without modifications, there always seems to be some additional document they need, even if I have already provided it previously. Also the fact that they don't contact me via email makes communication less fluid.
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1 year ago
Thank you very much, jcfernandezrebollo, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.
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1 year ago
TranslationHi Tomás, I received my payment from the casino yesterday. Thank you very much.
Automatic translation:
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1 year ago
Thank you, jcfernandezrebollo, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please 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 greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Romi
Casino.Guru
