BDM Bet Casino - Pelaajalla on viivästyksiä kotiutusprosessissa.

I've been waiting more than 1 month now to withdraw 1016 euro. I deposited 100 euro from my bank of Ireland account with rapid transfer and they won't let me withdraw until I provide my Skrill wallet transaction history. I don't have a Skrill account so this is impossible. I used rapid transfer because on the day, the visa option wasn't working and rapid transfer only requires my bank IBAN. It doesn't take a genius to realise that you don't need a Skrill account to use rapid transfer however I have sent more than 10 email's explaining this in great detail and have gone in circles with the customer support. To be clear, my account is verified in every way other than what has been mentioned and I have provided them with my bank of Ireland account history as well as confirmation emails from Skrill showing the deposits I've made.

So basically, after maybe the 7th tune going in circles and having them ask for my Skrill wallet history , I'm out of patience. I even attached a screenshot where I googled how a rapid transfer works lol. This situation is just completely unbelievable. Do any of the customer support know how to use Google? Are the customer support just doing what they're told and some manager doesn't know what a rapid transfer is? Who knows.

Dear Evervono,

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 used a Visa associated with the same bank account as your rapid transfer deposit?
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Tomas,

I've sent an email forwarding all 40 messages in the chat between BDMbet support and myself. Sadly I couldn't figure out how to forward the email in a way to make all the messages in order. (I've tried a couple of things and even asked google but nothing has worked so far). Nevertheless, you should be able to get a pretty decent idea of whats going on xD .

All my deposits were via rapid transfer. I do use visa elsewhere associated with the same bank account but I assume thats irrelevant here?

Let me know if you want anything else, or if you know a better way for me to forward you the 40 messages in order.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Evervono,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BDM Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BDM Bet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello!

We would like to inform you that the verification process is still ongoing, as we require a bank statement showing all deposits made to the casino in order to confirm the source of your funds.

In the bank statement you provided, the dates of the deposits do not consistently match those shown in your casino account, and multiple transactions often appear on the same date.

Due to this discrepancy, we kindly request proof of deposit for each individual transaction made to the casino, clearly showing the date each was initiated. While documentation has been provided for your last three deposits, we require such proof for all deposits made to BDMbet, to ensure they can be properly verified.

Please note that you can find the full details of your transactions in the Transaction History section of your casino account.

You may send the required documents to our email at support@bdmbet.com, and we will forward them to the appropriate team for review.

If you have any further questions or need assistance, please don’t hesitate to contact us.

Best regards,

BDM Bet Casino

Hi,

I sent the rest of my Skrill deposit confirmation emails (screenshots of the emails) to support. There is a confirmation email for every transaction.

Also with respect to "the dates of the deposits do not consistently match those shown in your casino account":

I have mentioned before that the dates consistently show up 1 working day after the deposit, in my Bank of Ireland statement. So I have to disagree that there is any inconsistency here. The biggest example of this is the 3 payments of 100 EUR with a "TPP Paysafe Payment S" reference that show up on the 3rd of March in my bank statement. These correspond to the deposit on the 28th of February and the two on the 2nd of March, which happen to be Friday and Sunday, hence one working day later is a Monday, which is the 3rd. In contrast, the deposit made on the 4th (Tuesday), shows up in my statement on the 5th, since one working day later is a Wednesday. This pattern is completely consistent across all my deposits.

Dear BDM Bet Casino,

Thank you for providing the additional context.

From what I understand, you are now requesting proof of every deposit the player made to your casino. I’m struggling to understand the necessity of this, given that the player has already submitted bank statements covering the last three deposits - which, as far as we can tell, are the ones the disputed winnings stem from. Correct me please if I am wrong.

Considering the deposits were made via bank transfer, a mismatch between your system’s timestamps and the player’s bank statement doesn’t seem unusual. Processing delays of several hours or even days are common, even when using services like Rapid Transfer. Treating such minor discrepancies as a red flag feels a bit excessive in this context.

Could you please clarify exactly how many deposits you need proof for, and what kind of documentation would be considered sufficient?

Thank you in advance for your response.

Dear Evervono,

In the meantime, could you please check whether your online banking allows you to view full details for individual transactions and generate some kind of confirmation document? If that’s possible, please send the documents for your last three deposits to my email at jakub.m@casino.guru.

If this isn’t an option, taking screenshots of the transaction details would be perfectly fine too.

Thank you again for your help.

Dear Evervono,

We would like to inform you that the documents you provided as proof of deposits have been accepted, following your detailed explanation and consideration of other relevant factors.

As part of our ongoing verification process, we kindly ask you to complete a short Source of Wealth Questionnaire, which has been sent to your email address. Please fill out the document and return it to the same email address.

In addition, we kindly request that you upload a document, or a set of documents, showing the origin of the funds used for depositing in our casino. This may include a salary statement, proof of business ownership, documents showing the sale of a property, an inheritance payment, or a divorce settlement. The documents should cover the last three months and can be uploaded in the Documents section of your profile.

Once we receive the requested documents, we will review them as quickly as possible.

Thank you for your cooperation and understanding. If you have any further questions or need assistance, please feel free to contact us.

Best regards,

BDM Bet Casino

Hi,

As I mentioned in the email I sent to support, I'm looking to move country soon so I don't currently have a source of income. And I stopped receiving welfare payments in March for this reason. As I also mentioned, I can provide photos of welfare receipts until 12 of March which was my income for a while until then. Since that is technically not in the last 3 months I have not done so yet.

Dear Evervono,

To satisfy the requirements, the proof of source of funds should cover the full three-month period up to your most recent deposits. Please provide the documents you have to the casino, and we’ll see how we can proceed.

Thank you.

Hi,

OK, I uploaded my receipts from the start of January up to mid March. I don't have any welfare income after that point.

Dear BDM Bet Casino,

Could you please confirm whether you have received the documents from the player? Additionally, we would appreciate it if you could provide an estimated timeframe for their review.

Thank you for your assistance.

Dear Evervono,

We have received your documents and would like to ask for some clarifications.

Could you please confirm in what form you have received the social welfare, whether in cash or via bank transfer, as the bank statement does not reflect transfers for the stated amount.

In the provided statements, there are also incoming transfers of significant amounts both prior to and following 18.03. We kindly ask you to clarify the nature of these transactions.

Furthermore, could you confirm the source of the funds you are currently relying on for your living expenses? If these are savings, we kindly request supporting evidence of such savings or documentation of an additional source of income.

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

Best regards,

BDM Bet Casino

Dear BDM Bet Casino,

I received the social welfare in cash, but I deposited it into my account at the post office.

I went on a slots binge around Feb-June, so the transactions you are seeing are deposits and withdrawals from a couple of other casinos. I didn't mention that cause its not income unless I'm really lucky.

I'm living with my parents at the moment, so I don't have living expenses.

Dear Evervono,

It is important to note that during enhanced due diligence, the casino is required to ensure that all funds flowing through its platform originate from legitimate sources in order to comply with AML regulations. Could you please provide supporting evidence to demonstrate the legitimacy of the funds you deposited into the casino?

Thank you for your cooperation.

Hi,

Just to be clear on what type of evidence is required:

Do I need to account for literally every single deposit and withdrawal in my bank statement?

Is it enough to download my deposit and withdrawal history from one other casino I was particularly active in?

Like, I can provide proof for everything but its a lot of work.

OK its way easier than I thought. I've uploaded screenshots of my withdrawal history from two casinos I was very active in. This should cover a large portion of "money in" in my bank transactions. Let me know if you need more.

Dear Evervono,

Thank you very much for your cooperation.

Dear BDM Bet Casino,

Could you kindly confirm whether you have received the documentation from the player? If so, have you already reviewed it, and do you consider it sufficient?

Thank you for your attention, and I look forward to your reply.

Dear Evervono,

Thank you for providing the requested documents and explanations.

To proceed, could you kindly provide proof of the top-ups made to your account on the following dates: 17.04, 22.04, and 28.04, for the amounts of 3,000 EUR, 3,500 EUR, and 3,497 EUR, respectively? This information was not included in the documentation you previously submitted.

We appreciate your understanding and cooperation.

Best regards,

BDM Bet Casino

Hi,

I've uploaded it!

Dear BDM Bet Casino,

Could you please confirm that you have received the most recently requested proofs of deposits? I'd appreciate it if you could provide an update as soon as it is available.

Thank you for your cooperation.

Hello Evervono,

Based on the questionnaire you completed, you indicated that you were receiving welfare until 18/03/2025 and that you have been unemployed since then. However, we have noted several significant transactions on your account after that date, during the declared period of unemployment. The documents submitted so far do not sufficiently explain the source of these funds.

You mentioned that part of the money originated from winnings at other casinos, but this is not supported by the documentation provided. The available records do not show how these funds were deposited into your account or allow us to confirm their origin.

In line with our verification requirements, we specifically request proof of the following deposits:

17.04 — €3,000

22.04 — €3,500

28.04 — €3,497

The documentation must clearly demonstrate the source of these funds (for example: salary slip, business ownership, property sale, inheritance, divorce settlement, etc.).

Here is the official request from our team:

"Hello! For additional verification of your account, we would ask you to upload the following documents into your profile (Documents tab): a document (or a number of documents) showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months). Please upload the documents to your profile on the casino website, so we can check them and verify your account."

We kindly ask you to upload the requested documents at your earliest convenience so that we can move forward with the verification process.

Best regards,

BDM Bet Casino

Hi,

I submitted a screenshot showing that I withdrew those exact amounts from Vegasnow online casino. Maybe there was a bug in my attempt to upload it? It was called SoW_Vegasnow_withdrawals_2. Although I checked the site again and its sure looks like I uploaded it. Basically, I hit a X5000 my 2 euro bet at that casino, and then withdrew after in small segments due to maximum withdrawal limits.

I'm not sure how else I should prove that I withdrew that amount from the casino, but I'm open to suggestions!

Dear BDM Bet Casino,

Thank you for your clarification. While I have not received the aforementioned documentation directly from the player, according to his latest message it seems that the last concern regarding the player's deposits in question has already been addressed and the necessary proofs have been provided.

Could you please confirm whether this is the case and if the submitted proofs are considered sufficient? If not, I would appreciate it if you could explain the reasons, and as the player has mentioned, we remain open to any suggestions you may have.

Thank you for your cooperation, and I look forward to your response.

Hello!

We have received the documentation you provided for the specified transactions.

To proceed with your request, please upload a bank statement from the last three months, including the current one (June through September). This statement must show all relevant transactions.

For the fastest review, please upload the document to your verification tab. If you encounter any issues, you may also send the documents to our support email at support@bdmbet.com, and they will be forwarded to the dedicated team.

Thank you for your understanding and cooperation.

Best regards,

BDM Bet Casino

Hi, I've uploaded it. Uploaded it 5 days ago actually but seems like it was rejected, so tried to upload it again today.

Dear BDM Bet Casino,

To ensure a smooth verification process and avoid further delays or rejections, could you please provide clear and detailed instructions regarding the requirements for the player's submitted documents? I understand the player has already provided a bank statement covering the last three months. Could you confirm if this meets your standards or specify any additional requirements?

Thank you for your assistance.

Dear Evervono,

As the provided documentation could not confirm the information related to the requested transactions, could you please provide us with the official invoices or similar documentation for the three transactions mentioned earlier?

If you have not received such documentation, we kindly suggest contacting the support team of the source. They will be able to issue you the necessary official invoices or documentation.

Thank you very much for your cooperation and understanding.

Best regards,

BDM Bet Casino

Hi, I'm just waiting a couple days for them to send it on. I've been told that my request is in the queue.

Hi, They finally supplied the documents! I've uploaded them now.

Dear Evervono,

Thank you for your update. I will now switch the timer back to the casino to allow them time to review the recently submitted documents.

Dear BDM Bet Casino,

Kindly review the documents provided by the player and let us know whether they are now acceptable.

Thank you for your cooperation.

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

Dear Evervono,

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,

Kubo