The player from Germany reported that his account had been blocked on September 22, 2025, without prior notice or reason. He requested the payout of his remaining balance, citing legal obligations, but the casino refused to cooperate, citing internal investigations. He had repeatedly asked for his gaming history and correspondence but had not received any documentation. The issue was resolved when the casino unexpectedly approved his withdrawal, which was credited to his account, although his account remained blocked. The Complaints Team marked the case as resolved and expressed gratitude for the player's cooperation.
BDM Bet Casino - Player’s account has been closed and payout delayed.
Resolved
Our verdict
Case closed
Amount: €360
BDM Bet Casino
Safety Index:Very highCase summary
Discussion
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5 months ago
Translation
On September 22, 2025, the casino blocked my account without prior notice or any apparent reason. Upon inquiry, I was simply told that this was an administrative decision and that an account block without cause was in accordance with the terms and conditions.
I then asked the casino to pay out my remaining balance. According to applicable law and their own terms and conditions, they are obligated to do so in the event of an account closure.
The casino has been refusing to pay out my balance for days, citing "internal investigations" that will take "a certain amount of time." I am still waiting for a response from the "responsible team." Furthermore, the casino refuses to cooperate. I repeatedly requested that the casino provide me with an Excel file of my gaming history and all correspondence with support, as these documents prove the accuracy of my statements and are important evidence in this matter. Despite repeated requests, the casino has not yet provided me with these documents.
My account has long been fully verified, so there's no reason for the withdrawal to be delayed.
Due to the above-described case, I hereby file a complaint against the casino.
All correspondence that proves the accuracy of my statements is available.
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5 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly. Stay safe.
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BDM Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
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,
Natalia
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5 months ago
TranslationDear Natalia,
First of all, I would like to thank you for your support in this case.
My bets have focused on roulette and sports betting.
I passed the verification process a long time ago. I've also taken screenshots showing that all required documents have been approved. I'd be happy to email the screenshots to you. I still have access to my personal account, but I can no longer place bets or request withdrawals.
My winnings were not earned with bonus funds, and there is no active bonus on my account.
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5 months ago
Thank you very much for your reply! Could you please forward the screenshots you mentioend and all the relevant communication between you and the casino to natalia.b@casino.guru? Thank you in advance.
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5 months ago
TranslationDear Natalia,
I have sent you the documents by email.
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5 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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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5 months ago
TranslationHere is another update on the case:
A few days ago, the casino contacted me and requested a bank statement showing all deposits made to the casino in September as additional verification documentation. I sent the requested bank statement to the casino, and it was verifiably approved. However, the casino continues to refuse to withdraw my funds and demands that I upload the bank statement again to my profile, as I had previously sent it by email. Now, however, the same bank statement is being rejected on the grounds that it allegedly does not include all deposits for the month of September. When asked, the casino cannot name a specific transaction that is supposedly missing and simply asks me to review the bank statement again. I made a total of 6 deposits in September. Of these 6 deposits, 2 were made via Paysafecard, so they do not appear on the bank statement. The other 4 deposits were made via credit card, and the submitted bank statement also includes these. For the two deposits via Paysafecard, I sent the casino a transaction overview of my Paysafecard account, which documents these two transactions. The casino has therefore received all the necessary verification. However, the casino continues to reject the verification and refuses to pay out my balance.
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5 months ago
Heute schrieb mir das Casino nun folgende Mail:
As part of our account review process, we kindly ask you to provide the following:
📄 Proof of Deposit
Please send a screenshot or PDF of the specific deposit transaction you made, showing:
Your full name
The transaction date and time
The amount and destination (our casino)
🧾 Bank Statement
Please also provide a bank statement covering the last 3 months from the account or card used for deposits. The statement should clearly show:
Your full name
Account/card number (at least the last 4 digits)
Transaction history, including deposits to the casino
All documents should be clear, official, and preferably in PDF format. Screenshots are accepted for the deposit proof, but not recommended for the full statement.
Thank you for your cooperation. If you need any help, I’m here for you.
Kind regards,
Das Casino hat bereits wie gefordert einen Bankauszug mit allen Einzahlungen für den Monat September erhalten. Nun fordert es nach Wochen auf einmal einen Bankauszug mit allen Einzahlungen der letzten drei Monate. Dies zeigt nochmals, dass das Casino die Verifizierung wissentlich hinauszögert, um eine Auszahlung zu verzögern. Dieses Verfahren ist nicht branchen üblich und bei einem Streitwert von ca. 360€ absolut unverhältnismäßig.
Weiterhin ist mir nicht klar welchen Einzahlungsnachweis das Casino nun verlangt. Sämtliche Einzahlungsnachweise und Transaktionübersichten für den Monat September hat das Casino bereits erhalten. Ich bat das Casino mir konkret mitzuteilen über welche Transaktion Sie den Nachweis nun angeblich noch benötigen.
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5 months ago
Dear Mileso,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from BDM Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear BDM Bet Casino,
Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's verification.
Thank you in advance for your cooperation and prompt response.
Best regards,
Kubo
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5 months ago
Dear Mileso,
The verification process for your account is still ongoing. Your bank statement showing the requested deposits has been accepted; however, at this stage, we require additional documentation for Source of Wealth (SoW) verification, as part of our standard Anti-Money Laundering (AML) procedures.
Source of Wealth refers to the origin of the funds used for deposits into our casino. Acceptable proof can include, for example, a salary statement, proof of business ownership, documents related to the sale of property, evidence of inheritance payments, or a divorce settlement, covering the last 3 months.
Please note: a bank statement alone is not sufficient for this verification. One of the additional documents listed above is necessary to complete your review.
Upload your SoW documentation to your verification page for the fastest processing. If you have any questions or require further assistance, please let us know.
Best regards,
BDM Bet Casino
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5 months ago
TranslationI have sent you the requested payslip. However, I maintain that the complexity and delay of the proceedings are disproportionate to the value in dispute.
Furthermore, you continue to fail to provide a reason for closing my account.
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5 months ago
TranslationAlthough the casino has received the proof of salary and it has already been approved, the casino continues to refuse the payout.
Instead, the casino now suddenly demands proof of salary for the last three months.
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5 months ago
TranslationAfter I sent the casino my payslip for August, they also requested payslips for July and September. I already wrote to the casino explaining that I don't receive a separate payslip from my employer for each month, but only in cases where something has changed compared to the previous month's payslip. As a substitute, I sent the casino a bank statement with the transaction details of my salary for July and September. These clearly show that the transaction was a salary. Nevertheless, the casino refuses to accept this proof of the origin of my payment funds and continues to refuse to pay out. I would be happy to send you the documents as well, so you can verify their authenticity and validity for yourself.
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5 months ago
TranslationI sent the following further explanation regarding the payroll to the casino again today:
Ladies and Gentlemen
Please note again that my already submitted and approved salary slip for August is also valid for September.
These are only reprinted when changes occur. Otherwise, the most recent salary statement is always valid for subsequent months.
There have been no changes for the month of September, as you can see from the bank statements that have also already been submitted.
If you look at the August pay slip, you'll see in the top right corner that the "No printing from - to" field is filled in with 05:25 - 07:25. This indicates when the last print was made.
Therefore, there is no pay slip for the month of July, since the pay slip from April is valid for this month.
Despite this repeated explanation, the casino continues to refuse to accept my submitted payslip and repeatedly demands specific payslips for July and September. The casino has also long since received the April payslip, which, according to the above explanation, is also valid for July, but is rejecting it.
The casino's behavior in this matter is therefore extremely dubious.
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5 months ago
TranslationSo, I would like to summarize again that the casino requires documents for verification that demonstrably cannot exist, thus dubiously preventing the verification process from being completed. The casino consistently ignores my comments on this matter.
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4 months ago
TranslationSurprisingly, I received an email from the casino today stating that my withdrawal had suddenly been approved without any further proof.
The money has actually already been credited to my account.
The case is therefore solved.
However, since the casino continues to block my account despite resolving the matter, I cannot recommend this casino. Even though closing an account without giving a reason is in line with the terms and conditions, I consider this unfair to the player, as winning players seem to be excluded immediately. This demonstrates that this is not a reputable casino.
Finally, I would like to sincerely thank the entire Casino Guru team for their support and help in this case.
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4 months ago
Dear Mileso,
I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system. Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best regards,
Kubo
