The player from Spain's account at BDM Bet casino had been deactivated, and he was informed that it was permanently closed due to alleged fraudulent activity, which he denied. Despite accepting the closure, he requested his funds, totaling €612.9, but was later informed that his winnings had been confiscated without proper explanation. Following communication with the Complaints Team, the player successfully completed the verification process and was able to request a withdrawal. The issue was resolved when he confirmed receipt of the full amount owed, allowing the complaint to be marked as resolved.
BDM Bet Casino - Player's account has been closed and winnings confiscated.
Resolved
Our verdict
Case closed
Amount: €612
BDM Bet Casino
Safety Index 9.0 Very highCase summary
Discussion
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9 months ago
Translation
Last Tuesday, October 21st, I registered at the BDM Bet casino through their website, making a deposit of €250 that same day using my bank card.
I was playing roulette and placed about 20 sports bets until October 27th. That day, when I tried to access my account, it told me that my account had been deactivated.
At that moment, between balance and open bets I had €612.9.
After contacting the website's support via email, I was informed that my account had been permanently closed by the administration due to fraudulent activity (???)
When questioned about this matter, they logically did not provide any information, simply stating that the decision was irrevocable.
I am informing you that I accept the closure of my account despite, of course, not having committed any fraudulent activity, and I request that you proceed to credit the funds in the account to me.
However, I received another email informing me that my winnings had been confiscated. This violates all player rights in these types of casinos and creates tremendous insecurity among players and bettors.
It is unacceptable for a casino to close your account without prior notice (preventing you from accessing your records), citing a reason they refuse to specify, and keeping both the deposited money and any winnings generated.
I request your help to resolve this conflict so I can recover my money.
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9 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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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9 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you have not received any notification from the casino prior to your account being deactivated?
- 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,
Kristina
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9 months ago
TranslationGood morning Kristina, I will answer your questions in order:
I never received any notification warning me that my account was going to be deactivated. They simply deactivated it. Later, I contacted them via email and they told me that the administration had closed the account.
I failed the verification process because I had just opened the account 5 days before and it's a process I didn't have time to complete.
I did not accept any bonuses (I never do) so all of my earnings were generated without bonuses.
If you need more information, I'd be happy to provide it.
All the best
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9 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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9 months ago
TranslationGood morning Kristina, I just sent you an email detailing everything that happened again and attaching some evidence such as proof of payment at the casino and the responses I am receiving from the casino via email.
I am at your complete disposal.
Greetings
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8 months ago
Dear lumega
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Kristina
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8 months ago
TranslationThank you so much for everything, Kristina. I trust the work you do and I hope and wish you can help me resolve this issue.
All the best
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8 months ago
Hello lumega, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of BDM Bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with the account and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
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8 months ago
TranslationGood afternoon Matej, I would be happy to have a representative from the casino invited to the conversation.
This way you could clarify why my account was closed without prior notice after being open for 5 days.
According to the information provided by the casino, I have committed fraudulent activity and for this reason they are closing my account and confiscating my winnings.
To this day, after writing numerous emails, I still haven't been able to get them to tell me the specific reason why my account was closed, since I only played roulette for a few minutes and placed around 20 sports bets. Furthermore, they not only confiscated my winnings as they claim, but they also kept the €250 I deposited.
The casino considers the case closed and is ignoring my requests. I have also asked them to send me the reasons and evidence of the alleged fraud, which does not exist, and a record of my activity at the casino: deposits and withdrawals, as well as bets placed and open at the time of closure.
After two weeks I still haven't received a response from them beyond the fact that the decision is uniform and that they don't have to give me any explanation.
These actions are abusive and violate the rights of players who are left defenseless against this type of behavior by certain casinos.
If you would like more information, I would be happy to provide it.
I remain at your complete disposal.
Greetings
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8 months ago
Dear lumega, I absolutely understand your point. Being banned without knowing the reason is very frustrating. I can't promise I will be able to share all the details if I receive them from the casino - due to the security reasons - but I will do my best to understand the reasoning behind the ban. If we find it not legitimate, I'll try to mediate a different outcome. But if the casino followed their T&C, I'll do my best to get you the answers regarding the whole situation, to give you at least some kind of closure.
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8 months ago
TranslationThanks Matej for your help. I'm completely convinced that I haven't violated the casino's terms and conditions. Either it's a mistake on their part, or it's fraudulent activity by the casino against me, misappropriating more than €600 of my money.
Thanks again
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8 months ago
Dear lumega,
We will send you an email shortly with required documents to pass the verification process. Once the verification has been completed you will be able to withdraw your balance.
Dear Matej,
We have sent you an email with further information.
Best regards,
BDM Bet Casino
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8 months ago
TranslationThank you very much, I will await the aforementioned email to carry out the verification.
Greetings
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8 months ago
Dear lumega,
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.
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8 months ago
Dear lumega,
We would like to inform you that, following the submission of the requested documents, your verification process has been successfully completed.
You may now proceed to request a withdrawal of your balance. Should you encounter any issues that prevent you from making a withdrawal, please do not hesitate to contact us, and we will be glad to assist you.
Best regards,
BDM Bet Casino
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8 months ago
TranslationGood afternoon, I'm trying to make a withdrawal on the website and it says my account isn't verified yet. I've uploaded the new document I was asked to submit.
All the best
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8 months ago
Dear lumega,
Thank you for informing us of the issue. It was of a technical nature and has now been resolved. Please try to request a new withdrawal and let us know if the issue persists.
Thank you for your understanding.
Best regards,
BDM Bet Casino
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8 months ago
Dear lumega, please let us know once you manage to request the withdrawal, or if there are any further issues.
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8 months ago
TranslationGood afternoon Matej, the verification has been successfully completed and the withdrawal requested.
As soon as I receive the money, I will give notice to close the matter.
Many thanks for everything.
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8 months ago
TranslationGood evening Matej, I confirm that I have received the full amount owed in my account.
As far as I'm concerned, the problem has been resolved and the complaint can be closed.
Many thanks to Kristina, to you and casinoguru, because without you it would have been impossible to recover it.
Greetings
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8 months ago
Dear lumega,
I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the BDM Bet Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,
Matej
Casino.Guru
