The player from Germany had deposited 100 euros and received a 50-euro bonus, ultimately winning approximately 8,500 euros after placing significant bets. The casino claimed that the winnings were made with bonus money, which the player disputed based on their betting amounts. Despite multiple communications with the casino, the issue remained unresolved, with only 509 euros left for withdrawal. The Complaints Team reviewed the situation and found that the casino had acted in accordance with its bonus terms, leading to the conclusion that the complaint was rejected.
BDM Bet Casino - Player's winnings are being confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €8,000
BDM Bet Casino
Safety Index:Very highCase summary
Discussion
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1 year ago
Translation
Hello,
On December 30, 2024, I deposited 100 euros and received a 50-euro bonus. I played several games, sometimes winning, sometimes losing. At the end, I had 180 euros in my account and used it to purchase free spins with those 180 euros at Sugar Rush, winning approximately 8,500 euros. The casino claims that I played with bonus money, but that can't be right because with bonus money, you can only bet a maximum of 5 euros on slots. However, since I placed bets ranging from 20 euros to 180 euros over 9 games, it can't have been bonus money. Out of the 8,500 euros, suddenly only 509 euros were left in my account, which I then withdrew. I have contacted the casino multiple times, but unfortunately, to no avail—they keep insisting it was bonus money. This is not a small amount of money. Strangely, right after winning the 8,500 euros, I could only place maximum bets of 5 euros in the next game, and I continued playing with 4-euro bets.
I don't know what to do anymore.
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1 year ago
Dear hakan82bln,
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.
- Could you please share screenshots of your bonus history and deposit history and provide context and the timeline of events?
- Could you please share with me your communication with the casino justifying its actions? 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 very much in advance for your reply.
Best regards,
Tomas
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1 year ago
TranslationDear Tomas,
many thanks for the quick response.
I will send you the necessary documents by email immediately.
Best regards
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1 year ago
TranslationI have uploaded the documents here and also sent them an email.
Best regards
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1 year ago
Dear hakan82bln,
I apologize for not replying sooner.
Please note max bet might not always be enforced on the software level. Your assumption might not mean you were no longer playing with bonus money.
To investigate further we would need to see the records from the casino to see when the bonus was wagered through.
Kindly share a screenshot from your bonus history confirming when you completed the wagering of the bonus.
If this information is not available, please request records from casino support regarding your gaming history in .csv format or a similar format which we can review.
Forward the gaming history to my email at tomas@casino.guru for review.
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1 year ago
Translation30.12.2024 - 20:37 ID 561165927538588894 Title 50% Up To €200 Wagered Amount 50.00 € Currency EUR Valid Until 06.01.2025 - 20:38 Type Bonus 
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1 year ago
TranslationDear Tomas,
I asked the casino about selling it but unfortunately they cannot provide me with the file.
here is the answer from the casino
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1 year ago
Thank you very much, hakan82bln, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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
Hello there,
Thank you hakan82bln for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask BDM Bet Casino for their help in resolving this complaint. We would like to know why were player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
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1 year ago
Hello!
Thank you for bringing this issue to our attention.
We have carefully reviewed your account and gaming activity and have determined that you are not aware of our bonus policy. We would like to inform you of Rule 3.27 in the Bonus Terms section, which states that the maximum winning amount from a bonus is limited to x10 the bonus amount. The player received a bonus in the amount of 50EUR x10 maximum winning = 500EUR.
We hope for your understanding.
Best regards,
BDM Bet Casino
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1 year ago
Thank you for the explanation BDM Bet Casino representative.
Dear hakan82bln, is the casino representative's explanation satisfactory and can we consider this issue resolved? Let us know!
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1 year ago
TranslationHello Peter
The bonus conditions also state that you can play with a maximum stake of 5 euros. How could I play higher stakes 9 times in a row and then suddenly not anymore after winning? How do you explain that?
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1 year ago
TranslationI have had a deposit bonus several times and know how to play it.
I am 100% sure that the win was neither a bonus nor bonus money and that I won the amount with my real money account. It's not a matter of a few hundred euros but a win of around 8000 euros and that's not a small amount of money and you don't always win that much.
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1 year ago
Thank you for the update hakan82bln.
Dear BDM Bet Casino representative. Would it be possible to provide me with the player's betting history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
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1 year ago
Daer hakan82bln,
Please note that the default maximum bet during wagering is 5 EUR, unless otherwise specified for the bonus. You can check that in our Bonus Terms and Conditions 3.6.
Dear Peter,
We sent the requested information to your email, please check it.
Let us know if you have any further questions.
Best Regards,
BDM Bet Casino
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1 year ago
Thank you for providing me with the information BDM Bet Casino representative. I have responded to your email and I await your reply!
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1 year ago
Dear Peter,
Thank you for your attention.
We have checked your email and replied with the requested information.
Best Regards,
BDM Bet Casino
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1 year ago
Thank you for the clarification BDM Bet Casino representative.
Dear hakan82bln, unfortunately, according to the betting history it seems the win was achieved during the wagering of the bonus. The casino representative clarified that not all bonuses have the general max bet rule, some have their max bet specified in the specific bonus terms. I understand this isn't the result you were hoping for but with the evidence provided, we believe the casino is acting accordingly. Thank you for your understanding, I am sorry we could not be of more help on this occasion.
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1 year ago
TranslationHello Peter,
I've had a bonus so many times but I've never been able to bet more than 5 euros during the bonus period. You rarely get lucky and win a large sum of money but you don't get it. It's just disappointing, I can't say more than that.
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1 year ago
Due to the aforementioned reasons, this complaint will now be rejected. I understand your frustration but with the evidence provided by the casino, it seems it has acted according to its rules. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Peter
