BDM Bet Casino - Player's withdrawal is delayed due to excessive verification.

I am filing this complaint because I am unable to withdraw my funds from this casino despite completing all requested verification steps.

I have successfully provided the following documents:

• Valid proof of identity (KYC approved)

• Proof of address

• Proof of deposits made to the platform

• A recent bank statement as proof of funds

All of the above are standard and sufficient verification documents, yet my withdrawal has not been processed.

The casino is now requesting a "certificate of cryptocurrency wallet ownership" that includes my name, email address, and possibly my physical address and phone number.

This requirement is technically impossible to fulfill when using centralized cryptocurrency exchanges such as MEXC. Wallet addresses provided by such platforms are not issued under a personal name and do not display ownership details like name or email in a single document.

I have explained this limitation to the support team multiple times, but they continue to repeat the same request without offering any alternative solution or acknowledging the issue.

This leads me to believe that the requirement is being used as a deliberate obstacle to prevent or delay my withdrawal.

I am fully willing to cooperate and provide any reasonable and technically valid verification. However, I cannot provide documents that do not exist.

I kindly request the immediate processing of my withdrawal or a fair and realistic alternative for verification.

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.

Dear IdealFeline53,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your funds from the casino.

To better understand your situation and assist you in resolving this matter, could you please provide more information by answering the following questions:

• Please specify the cryptocurrency wallet that you are using.
• Have you explored other options or alternatives with the casino support for verifying your cryptocurrency wallet?
• Please forward any relevant communication between you and the casino to jean.s@casino.guru or upload them here.

I hope we will be able to help you to resolve this issue. Your cooperation in providing these details will help us investigate and work towards a resolution.

Best regards,

Jean

• I am using a centralized cryptocurrency exchange, specifically MEXC.

• In order to verify my cryptocurrency wallet, I have already provided a screenshot showing my KYC-verified account on MEXC. However, this document was rejected by the casino.

• I also contacted the casino’s support team to ask whether there was any alternative solution or another way to verify my wallet. Unfortunately, they continue to respond with the same generic message requesting a "proof of wallet ownership" including name and email, without addressing my situation or offering any realistic alternative.

Dear IdealFeline53,

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, Štefan, (stefan.m@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,

Jean Susor

Dear IdealFeline53,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from BDM Bet Casino to join this conversation and assist in addressing the complaint.

Dear BDM Bet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear IdealFeline53,

Thank you for the document provided.

Unfortunately, the required information is still not visible on the screenshot submitted. To complete the verification, we require a full screenshot of your MEXC account with the registered email address clearly visible in the profile section (top right corner).

Please ensure the profile menu is opened or hovered over so the email address is fully displayed and not hidden or masked.

Once the correct screenshot is provided, the relevant team will continue the review and update you accordingly.

Dear Stefan,

We are waiting for the document as described above, in order to progress the case. We remain committed in assisting the player every step of the way!

Best regards,

BDM Bet Casino

Dear IdealFeline53,

Did you manage to provide the casino with the requested documentation, including the full screenshot of your MEXC account with the registered email address clearly visible in the profile section?

Please let us know once the document has been submitted so that we can continue monitoring the progress of the case.

I look forward to your response.