BDM Bet Casino - Player’s account has been closed unfairly.

Hello

I won a total of $1814 from a $900 deposit on Feb 26th. My account was previously verified and I'd had successful cash-outs in the past, so I wasn't expecting any problems.

They began asking for additional documentation, which I began providing. There was initially some miscommunication, entirely caused by them not being specific about what it was they wanted from me. However they did eventually ask for a bank statement showing my deposits to their casino, and this is where the problems began.

I'm with Bank of Montreal - BMO. You can't generate a statement on demand from them, so you just have to wait until your rolling 30 day period is up and you then get a statement generated. Sometimes it's longer than 30 days because they won't do it over public holidays or weekends. Since I couldn't get my most recent deposit on a full statement yet, I provided screenshots including from my bank, and of my Gigadat etransfer receipt (which proves the transaction anyway), but they insisted on the full statement, so I just had to wait for it to generated.

I did provide a statement covering some of Feb, but my statements arrive on a variable date between the 20th-25th each month so not all of it was covered.

My March generated around a week ago, and covered the remainder of February, and so I went to their casino to upload it only to find that my account was locked. When I asked them what had happened, I got this email

Hello, Renee

I hope this message finds you well.

Your account has been closed in accordance with our terms and conditions:

10.4 You are required to provide any requested documents and information swiftly and assist us in completing our Verification Checks without delay, within fifteen (15) days of our request. This includes, but is not limited to, properly certified identification documents, proof of

residence, evidence of ownership for your payment methods, details regarding your source of funds and wealth, along with your financial transaction history such as bank or credit/debit card statements.

We appreciate your understanding. If you have any questions, please feel free to contact us.

Best regards,

Rebecca

Casino Support Team

I then replied

Hello

I absolutely do not accept your answer and I would like to begin your complaints process.

You sprung the requirement for a full bank statement on me with no prior warning, and then I had to wait for BMO to generate a statement. It looks like you didn't read this part of my prior email, but it is impossible to generate a BMO statement just because you want one. You have to wait for BMO to issue them, which in my case happens around the 20th or so of each month, but can be later if there's holidays or weekends. This means I only just obtained my statement and it was impossible to get one within 15 days. 

I would like to ask for a review, given you set me an impossible requirement that I had no control over. Even if I had visited BMO to ask for a current statement the answer would have been no. Furthermore, I was not informed that I had 15 days, and if I had been informed I would have explained all of this at the time. In addition to this, providing the document slightly later than you wanted does not constitute a fair or reasonable excuse to seize my account balance; the term and condition that you have cited there would blatantly not stand up under the test of any appeal or legal dispute. 

Kind regards

Renee

I then responded asking to begin their official complaints procedure, and that at no point during the doc submission process was I informed that an arbitrary and unfair 15 day clock (which was impossible from the outset to comply with) had been placed on the process.

They just replied citing their terms and conditions.

I replied again asking if they were ignoring my request to begin their complaints process.

They signed off with the following

Hello Renee,

We wanted to reach out regarding your request.

It appears that our correspondence has become repetitive. Please be advised that we have already provided all relevant information concerning your inquiry. Therefore, any further messages containing the same question will not receive a response.

Should you have any other concerns, please feel free to reach out to us.

Thank you for understanding!

Best regards,

Freddie

Casino Support Team

As you can see, they're now not going to respond to me.

I can't see any scenario under which the way they've acted is reasonable or fair. I was placed in an impossible position by BDMbet. I am subject to BMO's policy of issuing statements on a rolling 30 day period, so it is plainly wrong for BDM to say or insinuate that I could have done anything differently.

Furthermore, I had already provided valid proof of my deposit, and throughout I demonstrated my clear intent to assist them with their requests.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BDM Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you provided any documents to the casino whatsoever since the verification was newly requested? Have you been given the 15-day heads-up when the documents were requested?
• Could you please share with me the emails exchanged, clearly outlining the timeline of events? Send emails you exchanged with the casino instead of posting plain text to tomas@casino.guru

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

Best regards,

Tomas

Hello

Yes, as soon as they asked me for a bank statement showing my deposits, I provided them with a statement entitled 'February 13th', which covered a bunch of my deposits to them up to that date. However, they specifically said in response to this upload on March 4th;

'Your Bank statement has been disapproved. Reason: "The statement must contain all deposits made in February at our casino"'

I then had to wait until my statement 'March 16th' became available. It became available a couple of days after this date, and I then tried to upload it to BDM. It was then they informed me that their fictional non-disclosed clock had run out of time, and that my winnings and deposit had been seized because I took too long.

I told them BMO are a large bank, and that's how they do things (generating statements on a rolling 30 day basis with no ability to create a custom one). I have no way of influencing that policy. There was no possible way for me to obtain my statement within the given time, and if they're operating in Canada they should be aware of that. Their response to me telling them that I was subject to that bank delay was that our conversation had become 'circular' and that they wouldn't respond to any further emails.

Hi again

I've just shared the screenshots of the full email history between myself at BDMbet, including the dates and my responses to any of their emails. The timeline summarized is;

1. They requested documents
2. I provided my statement that I had at the time, as well as the Gigadat email receipts proving I sent the transfers
3. I tried a couple of variations on this but they kept being denied.
4. They said my statement had to cover all deposits in Feb, so I then had to wait
5. They cited their terms and said I had had 15 days to provide documents and I'd failed that. They of course only informed me of this after my statement was first generated and became possible to provide.
6. They then ignored my formal request to begin their complaints procedure. Under the terms of their licence they must have a formal complaints process, and their inappropriate response demonstrates no will to follow proper due process. Their complaints policy can be found here - https://bdmbet.casino/dispute-policy/ - and in it they state that they will escalate internally up the hierarchy any complaint requests. I formally asked them to do this, and they refused to do so.
7. The net effect means they have arbitrarily selected one term to justify taking my account balance, and then chosen not to follow another because it's disadvantageous to them.

Hello reneeg,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

That's okay. Have a good holiday Tomas!

Dear reneeg,

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, Samuel (samuel.s@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,

Tomas

Dear reneeg,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BDM Bet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BDM Bet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear reneeg,

We would like to inform you that your account has been closed and the funds confiscated due to your failure to provide the requested documents within the fifteen-day period, as outlined in our Terms and Conditions.

Please note that you may still submit the missing documents in order to complete the verification process.

The requested documentation is required to complete our source of funds verification. This process ensures that all deposits made to the account were carried out by the account holder, as third-party payments are not permitted.

Specifically, we require a bank statement showing all deposits for 3 month duration. As statements for December and January have already been provided, only the February statement, including all deposits made to your casino account, remains outstanding.

Kindly send the document to our email address at support@bdmbet.com with the subject line "CasinoGuru." Upon receipt, it will be forwarded for review as quickly as possible.

Thank you for your understanding. Should you have any further questions, please do not hesitate to contact us.

Best regards,

BDM Bet Casino

I have provided my Feb and March statements, which together cover all of February

I think it's shocking that they have attempted to stick to the same line of reasoning, that my winnings have been confiscated because my statements weren't provided in time. I have already shown that it would have mathematically been impossible to provide them within the arbitrary timeline that was set without my knowledge. Are BDMbet willing to write to Bank of Montreal and ask them to overhaul their banking systems to allow customers to generate full statements on demand? Of course they aren't - this would be ridiculous to do and would result in no change from a large international bank.

It shows BDMbet have either clearly not read the reason for my dispute, or even worse they still believe that they have given a valid justification for this behavior.

After looking into BDMbet a bit more (I took their high rating on Casino Guru at face value), I've just uncovered this investigative journalism. I'm less surprised at how they've behaved now.

https://www.scribd.com/document/979270640/THE-SOFTSWISS-PAPERS-PART-I

Is this something that Casino.Guru are aware of and taking into account when rating casinos?

Hello everyone,

Thank you for the updates.

Dear reneeg, thank you for your detailed explanation and for clarifying that the February and March statements were submitted. I understand your position that the documents were provided and that you dispute the reason given for the confiscation. At this stage, I kindly ask for your patience while we wait for the casino to specifically address your latest response.

Dear BDM Bet Casino, thank you for your clarification regarding the closure and the reason for the requested documentation.

However, the player states that the February and March bank statements have already been provided and should cover the requested period. Please clarify whether these documents are sufficient to complete the source of funds verification, and if not, what exact information is still missing.

Additionally, please confirm whether the decision to confiscate funds was based strictly on the missing documentation, or if there were any additional compliance or verification issues involved.

I will now wait for your clarification so the case can be properly assessed.

Dear reneeg,

Thank you for your patience.

We have sent an email to your registered address containing a Source of Wealth request and questionnaire that requires your attention. Please check your inbox (and spam/junk folder if necessary) for this communication.

To proceed with your case, we kindly ask you to:

• Review the Source of Wealth questionnaire we have provided

• Complete all required sections thoroughly

• Submit the requested supporting documentation

Once we receive the completed information, we will be able to move forward with processing your request promptly.

Dear Samuel,

To confirm, the decision to confiscate the funds was based strictly on the failure to provide the requested documentation within the fifteen-day period specified in our Terms and Conditions. There were no additional compliance or verification issues involved beyond the non-submission of the required documents within the allocated timeframe.

As stated in our previous communication, the account closure and fund confiscation resulted directly from the failure to complete the verification process by providing the requested documents within the fifteen-day deadline outlined in our Terms and Conditions.

We appreciate your cooperation in this matter.

Best regards,

BDM Bet Casino

So - I'm still not verified and now they want additional documents.

I just provided my bank statements as well, @bdmbet are you unable to read these and work out where my incoming money came from and that's the problem?

Which specific payment are you querying on my bank statement and I'll tell you where it came from? I'm not going through all my bank statements for years and listing where every single incoming payment came from. I maintained a large positive balance in my bank account for the duration of my deposits to BDM, so how exactly do you decide the following 'showing the origin of the funds used for depositing in our casino'? Which exact dollars did I spend when money is fungible? The entire nature and wording of the request is ridiculous.

I'll be honest, I'm trying to engage but the fact that BDM won't just admit their 15 day rule was unfair and they attempted to confiscate my balance purely based on that alone is outrageous. The sole reason for the reversal is that these comments are in public. When they thought it was private and they could get away with it, they were happy to confiscate my funds. Since that didn't work, they're just moving me to the next step. I've seen the reviews, this is what they do.

How can I possibly trust a casino like this with more financial info?

NB: my account is still closed and locked.

I think everything they've done to me to date is unreasonable, and this is no different. Casino.guru could you please mediate and ask them to pay me my deposit and my relatively small winnings?

Hello Everyone,

Dear BDM Bet Casino,

thank you for your response.

Before we proceed further, I would like to ask for clarification on a few key points to ensure this case is assessed fairly and transparently:

• Could you please specify exactly which transaction(s) or deposits from the player’s submitted bank statements are considered insufficient or unverified for Source of Funds purposes?
• If the February and March bank statements were already provided, please confirm whether they were fully reviewed and if so, what specific gaps remain that still prevent completion of verification.
• Additionally, could you clarify whether the ongoing requests represent a continuation of the original verification scope, or if this is now a new and expanded compliance request beyond the initial 15-day requirement mentioned earlier?

This clarification is important in order to determine whether the verification process is being completed step-by-step, or whether new requirements are being introduced after the fact.

Dear reneeg, thanks for the detailed updates and for staying responsive even though this situation is clearly becoming frustrating.

From what I can see at this stage, the verification process is no longer just about missing documents, but rather about how the casino is interpreting the Source of Funds requirements after you’ve already provided standard bank statements. That’s why they are now shifting toward a more detailed questionnaire.

I’ll wait for their clarification on what exactly they still consider missing so we can separate a genuine compliance issue from a potentially excessive verification loop.

Thank you both for your cooperation.