The player from Austria sought to withdraw funds after her account had been verified, but her requests were consistently canceled, requiring new documents despite her having already submitted verification six times. BDM was unresponsive to her inquiries, leaving her frustrated with the withdrawal process. The issue was resolved after she uploaded the required Skrill account statement in the correct format, leading to the successful review of her documents. The complaint was marked as resolved, and the player was encouraged to reach out for future issues.
BDM Bet Casino - Player's withdrawal requests are delayed.
Resolved
Our verdict
Case closed
Amount: €106
BDM Bet Casino
Safety Index 9.0 Very highCase summary
Discussion
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8 months ago
Translation
My BDM account was fully verified by September 11, 2025, and I was able to successfully make two withdrawals. Since September 11, 2025, my third withdrawal request was canceled, and I was asked to upload a new document. My account was verified again, and I submitted a withdrawal request. The withdrawal was canceled again, and a new document was requested. This process has now occurred six times.
My one-time deposit was also verified. Now they're requesting another document showing all payments to BDM: I only made one deposit, which has already been verified. My account is currently verified, so I can't upload documents directly to the account. BDM isn't responding to my inquiries. I can submit a withdrawal request at any time, since my account is verified, but BDM cancels it without comment after about two days.
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8 months ago
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.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Which documents have you been requested to submit to the casino most recently?
Have you submitted the requested documents on time and in the correct format?
Which payment method did you use for depositing money into this casino?
When was the last time the casino communicated with you regarding your withdrawal requests or account verification?
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
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8 months ago
TranslationHello Veronica,
to your questions:
a) Proof of payment
b) Yes was submitted and verified
c) Skrill, note: only one deposit in total
d) 6.10.2025
Best regards, Regina
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8 months ago
Please forward me the most recent communication between you and the casino regarding the verification of your account to veronika.f@casino.guru. Kindly include the document you sent to the casino that has not yet been reviewed or verified as well.
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8 months ago
TranslationI have now sent an email with all the documents.
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8 months ago
Thank you for your email.
Have you tried downloading your statement from Skill in PDF format, making sure the document covers the period of the last 3 months?
From the screenshot you sent me, it seems that you tried uploading the Skrill statement in JPG format.
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8 months ago
TranslationHello,
I have now uploaded the Skrill account statement with a period of more than 3 months in PDF format to BDM.
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8 months ago
Thank you for letting me know. Has the casino reviewed this document in the meantime?
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8 months ago
TranslationYes, and it was accepted. However, a payout is not possible.
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8 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear RG69,
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,
Veronika
