BDM Bet Casino - Pelaajan kotiuttaminen viivästyy toistuvien asiakirjapyyntöjen vuoksi.

Hi, this casino is trying to play me and i am done being patient with them. I made a win in this casino in november of last year, and since then, it’s been nothing but delays and extra requests. First, they asked for a live selfie verification and additional documents, which I provided. Then they requested a document showing the origin of my funds, which felt completely unreasonable and unnecessary. They never asked for this while I was depositing, only when it came time to withdraw my winnings.

I sent them my tax return document, but they rejected it. Then I sent my payslips, hoping that would be enough, but again, they rejected those too. I’ve asked them to explain why they’re rejecting the documents I’ve sent when they were exactly what was asked of me. Instead of any clear response, I just got an email saying they now want a salary statement for the last 6 months, but no explanation as to why the previous documents were rejected.

Honestly, I feel like they’re just trying to avoid paying me. It’s ridiculous that they’d go to such lengths over a relatively small amount of just 1000 euros. It’s not like I’m asking for some huge win payout. Please help me.

Dear oreillypamela206, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify if you provided the casino with your salary statement for the last 6 months? Have you sent it in the correct format, does it contain all your personal information necessary for verification?

Could you please forward me the communication between you and the casino customer support regarding the rejected verification documents? My email address is veronika.f@casino.guru.

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

Best regards, 

Veronika

I would like to clarify the situation regarding the documents I have submitted. It seems there is a misunderstanding, as it is being suggested that I have not provided the necessary documents, but I have in fact sent everything requested.

Initially, I sent my tax document, which was unfortunately rejected. I then submitted my payslips and a bank statement which I had sent previously. It is important to note that I only receive payslips as proof of my salary. I was surprised when they were rejected, as they clearly outline my earnings and should be valid proof of my income.

I reached out to their support team to clarify this, and I will be attaching in the mail a screenshot of that conversation where they assured me that the payslips should be sufficient and that they were uncertain why they had been rejected, especially since this was the document I was asked to provide.

Despite this, I patiently waited for a response. However, about a week ago, I received another email stating that my payslips were rejected and that I needed to provide a detailed salary statement, which I do not possess. I only have payslips, which I have already submitted. When I questioned why my payslips were not accepted, I was met with a standard response, once again requesting a salary statement I do not have.

To be completely transparent, it is extremely frustrating to be asked for an extensive list of documents just to access my own funds. It seems ironic that when I deposited money into the account, no such requests for proof of funds were made, but now, to withdraw a relatively small amount, I am being asked to submit additional documentation.

At this point, I have provided proof of my income, and I do not understand why it is no longer considered sufficient. I hope we can resolve this matter promptly.

Thank you for your email. Could you please forward me the documents you sent to the casino as your proof of funds? (veronika.f@casino.guru)

Hi, I sent you documents to your email

Thank you very much, oreillypamela206, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 oreillypamela206, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear BDM Bet Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, explain why the payslips and the tax return were rejected.

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Hello,

Thank you for bringing this to our attention. 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) Thank you for your understanding and patience!

Once we receive this, we will review it and update you accordingly. Let us know if you need any further clarification.

Best regards,

BDM Bet Casino

Dear BDM Bet Casino, please explain why the player's payslips and bank statements were not accepted and in which format a salary statement document should be provided.

Dear Natalia,

To proceed with the verification, we require a complete list of transactions from the player's MiFinity account for the last three months. The document must be directly from the MiFinity account and clearly display the account holder's name, transaction history, and IBAN.

Once we receive the requested information, we will be able to move forward with the review. Please let us know if you need any further assistance.

Kind Regards,

BDM Bet Casino

Dear oreillypamela206, can you provide the casino with your Mifinity account statements for the last 3 months? Did you use this payment method to make deposits or request withdrawals?

Hi,

I didn't use my mifinity to make deposits or request withdrawals, why do you need my transactions history from there? I can send you that, but i am not sure what do you want with it.

Dear BDM Bet Casino, can you please clarify why you requested the player's Mifinity account transactions if, according to the player, such a payment method wasn't in use?

Hello!

Thank you for your patience!

We are sorry for the misunderstanding. We are currently waiting for an update from the dedicated team. We will inform you as soon as possible.

Kind regards,

BDM Bet Casino

Dear BDM Bet Casino, let us know if you have checked the issue and can share any updates.

Hello!

We sincerely apologize for any misunderstanding. Please note that the player's Mifinity account is not required for verification.

However, we still require a source of wealth - 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).

Additionally, the documents provided by the user do not show the incoming transactions to Skrill, which were later used for deposits. Kindly ensure that the necessary documentation reflects these transactions.

Thank you for your cooperation and understanding.

Best regards,

BDM Bet Casino

Dear oreillypamela206, the casino mentioned that you haven't provided the corresponding Skrill statements to confirm the funds used for deposits. Can you please elaborate on this?

Hi, I sent them that document in November when they specifically asked to send them my Skrill statement with all deposits to their casino visible, and they are visible and they got that document. Also they already got my payslips. I dont get what is the problem.

Dear oreillypamela206, I'm sorry for the delayed reply. Can you please specify if you receive your salary into one bank account and then transfer this money to your Skrill account, which you use to deposit to the casino? Can you please send me the documentation you provided for the casino's last request - payslips with the corresponding bank statements (a bank account where the salary is received/statement to prove your deposits to the casino)? I'd like to take a look and check if there are the discrepancies that the casino mentioned. You can send the documents to my email at natalia.b@casino.guru, thank you!

Dear oreillypamela206,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.