BDM Bet Casino - Player’s withdrawal is delayed due to verification issues.

Hi,

This year i did two deposits in this casino, one of 40€ and another of 129.52€.

Now i have 627.80€ in my account and in the 4th of August tried to withdraw 200€. Withdraw was not accepted and verification started. Instead of the casino asking for all documents they ask for documents in steps, take many days to answer.

What documents have i sent until now:

• ID (Verified)
• Deposit Proof of 129.52€ from Crypto Cold Wallet (Verified)
• 2 Different Bank Statements in PDF (Rejected)
• Crypto Cold Wallet Statement in PDF (Rejected)
• Various Salary Receipts (Rejected)
• Skrill Statement showing transfer of 40€ to the casino (Rejected)

At this moment they are asking for, and i state:

"A document (or various documents) that comprove the transfer of funds into the casino. Depends on the system of payment used and can be a PDF statement of the cold wallet/bank account, from the last 3 months - june, july and august."

Cold Wallets like Ledger Crypto Wallets do not provide PDF statements and don't have the name of the person in it.

The casino is making all the effort for me to not fight for my money which was won with sports betting.

When i ask for them to clarify which document in particular they want they do not reply.

Let me know if i need to add any attachment to this complaint.

Best Regards,

CF

Hello,

Thank you very much for submitting this complaint. I'm truly sorry to hear about the difficulties you're facing with the verification process. To better understand your situation and assist you further, I would like to ask you a few questions:

• Which payment methods have you used to deposit funds into this casino?
• When you uploaded the statements required for verification, did the documents clearly show all the details confirming that you are the rightful owner of the accounts used for depositing?
• When was the last time you reached out to the casino’s customer support team regarding your verification?
• Did they provide you with any specific reasons why your documents were not accepted?

Your answers will help me see what has already been tried and what steps can be taken next.

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi, thanks for your time:

Which payment methods have you used to deposit funds into this casino?

• Skrill and Crypto (crypto was sent from Ledger Cold wallet)

When you uploaded the statements required for verification, did the documents clearly show all the details confirming that you are the rightful owner of the accounts used for depositing?

• Skrill Yes.
• Ledger Cold Wallet is a crypto cold wallet. There's no solution to guarantee i'm the owner of that cold wallet but i have it with me, i sent them deposit statement that they have actually accepted, i sent them all the history of that USDT wallet since i have been using it.

When was the last time you reached out to the casino’s customer support team regarding your verification?

• Yesterday 11/09/2025

Did they provide you with any specific reasons why your documents were not accepted?

• No, they never do. Which is unacceptable.

I will forward every communications i had with them to your email.

Please forward me the documents you provided to the casino for verification, along with all the communication that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your patience and cooperation.

Hi Veronika,

Already did. If anything else needed let me know please.

Thanks!

Thank you very much, FireA, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear FireA,

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 comment on the situation?

Could you please provide your comments regarding the situation?

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

Dear FireA,

We are pleased to inform you that the documents you provided have been accepted.

You may now create a withdrawal request for your full balance. Once the request has been submitted, please allow up to 24 hours for processing in accordance with Clause 7.10 of our Terms and Conditions.

Thank you for your cooperation and patience.

Best regards,

BDM Bet Casino

Dear FireA,

I kindly ask that you initiate the withdrawal at your earliest convenience and inform us once it has been completed.

I look forward to your confirmation.

Obrigado Stefan.

Colocaram um limite de 250€ de levantamento diário portanto terei que processar 3 levantamentos em 3 dias diferentes até ter todos os levantamentos cumpridos.

Dear FireA,

Thank you for your response and for informing us about the situation.

Dear BDM Bet Casino,

We would appreciate it if you could clarify why the player's daily withdrawal limit has been reduced to €250. According to your terms and conditions, the stated daily withdrawal limit is €2,500.

We appreciate your cooperation and look forward to your prompt response.

Dear FireA,

We would like to inform you that your withdrawals have been processed from our side.

Please note that it can take up to 3 hours for the funds to be credited to your wallet

To provide information on the earlier question, withdrawal limits can be changed at the Company's sole discretion when some conditions apply.

If you do not receive the funds in the specified period. please let us know.

Best regards,

BDM Bet Casino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear FireA,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan