BDM Bet Casino - Pelaajan kotiuttaminen viivästyy vahvistusongelmien vuoksi.

I won 2k€ with this casino in august last year but they have asked me for so many documents which i have sent them but they wont verify my account. i sent them my id, my bank statement, did a selfie/facial verification through the link on there site. they asked for an alternative id which i told them i dont have (i uploaded my passport photo which is the only id i have). they said if i dont have an alternative id i can send them my rental agreement which i did then they asked for a utility bill which i dont have because the utility bills arent in my name. they asked me to upload a photo of me holding my passport and a note with a number on it which i did. now they are asking for the photo again with the date this time. everytime i send them something they asked for they ask for something else. i feel like they are never actually going to verify my account. they have had enough from me to verify my account so this seems like delaying tactics. can you help get them to pay me please?

Dear edgarasjurkaitis888,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered while trying to verify your account and withdraw your winnings. To better understand your situation and proceed with the complaint, could you please clarify a few points?

• Which of your submitted documents required for KYC verification have not yet been approved by the casino?
• Did the casino provide any explanation as to why your previously submitted documents were not sufficient?
• When did you last submit a document to the casino for verification?
• When was your most recent communication with the casino, and what did they say?
• Which types of games did you play (e.g., slots, live casino games, sports betting)?

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

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear edgarasjurkaitis888,

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.

I have answered your questions below:

Which of your submitted documents required for KYC verification have not yet been approved by the casino?

Since my complaint, i have provided the photo of me holding my passport and a note as requested. As I suspected they are now asking for more documentation from me. My rental agreement (which I previously provided). I resent it to them but they are saying it has to be 'issued by the regulator and include all necessary stamps'. I have sent them a photo of what I have (the signed agreement). There were no stamps.

They have also asked for a utility bill which I have already explained that I don't have. I live in shared accommodation and the utilities aren't in my name. Surely they shouldn't be able to hold my winnings back because I can't provide them with something like this? I have already proved my address by sending my bank statement to them.

Did the casino provide any explanation as to why your previously submitted documents were not sufficient?

They want the above mentioned documents, ive sent them what I have but they are requesting something that i don't have.

When did you last submit a document to the casino for verification?

3rd April - my rental agreement which I had submitted to them previously and assumed it had been accepted.

When was your most recent communication with the casino, and what did they say?

They emailed me on 3rd April asking for my rental agreement 'issued by the regulator and include all necessary stamps' and a utility bill. They said they can't proceed without those documents.

Which types of games did you play (e.g., slots, live casino games, sports betting)?

Slots and original games

Could you please forward me the rental agreement you sent to the casino for verification? Kindly include the most recent communication with the casino customer support as well. My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

I have sent you a copy of the rental agreement by email to veronika.f@casino.guru.

Thank you very much, edgarasjurkaitis888, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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 edgarasjurkaitis888,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BDM Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello!

The verification process remains incomplete, as we are still awaiting the following documentation:

• Utility Bill – A recent, unredacted utility bill to serve as valid proof of address.
• Rental Agreement – This document must be issued by the relevant regulatory authority and must include all required official stamps.

Providing accurate and complete documentation is essential for the timely processing and resolution. It allows us to thoroughly assess your request, understand your needs, and deliver prompt and effective support.

We kindly ask that you submit the requested documents at your earliest convenience so we may proceed further with the verification process.

Best regards,

BDM Bet Casino

Dear edgarasjurkaitis888,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

But I can't provide something that I don't have!! I have provided the rental agreement but they haven't accepted it, I provided what I was given from my landlord so I don't understand why they can't accept it.

I also live in shared housing so the utilities aren't in my name, again, a utility bill is something that I can't provide because I don't have anything in my name!

What do you suggest I do? Its impossible for me to verify my account and they have asked for one thing after the other. I already sent them my ID, my bank statement, a photo of me holding my ID and a photo of me holding my ID with a note with a random number on it. Surely that proves that I am who I say I am?

I also did a live facial verification for them. I can't imagine anyone who wasn't me could pass that verification?

Hello!

As previously communicated via email, we have outlined the types of documents that may be accepted for verification purposes.

Please note that the rental agreement must be officially issued by the relevant regulatory authority. It must bear all required official stamps and endorsements to be considered valid. Additionally, a recent utility bill is required as proof of address. This document must be unredacted and clearly display your full name, address, and the date of issue.

The Company reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a user at bdmbet.com (hereinafter – the Website). We reserve the right to restrict the service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in our sole discretion based on the legal framework.

Kind regards,

BDM Bet Casino

Casino Guru can you help? As previously stated, I have provided the rental agreement I received from my landlord. To expect me to provide something with stamps when my rental agreement isn't stamped is ludicrous. To also expect me to provide them with a utility bill when the utilities aren't in my name is ridiculous. They have asked for so many verification documents from me and I have provided everything I am physically able to provide. It is asif they are making more and more requests until they find something that I can't provide.

Dear BDM Bet Casino representative,

The property owner issued the rental agreement. The player cannot provide a utility bill as all utilities are in the owner's name and inaccessible to the player. Would a bank statement or other official document be acceptable?

Dear Jana,

We have sent you an email with further information on the case.

The documents request remains the same. Additionally, we have provided solutions previously via email:

• Utility Bill – A recent, unredacted utility bill to serve as valid proof of address.
• Rental Agreement – This document must be issued by the relevant regulatory authority and must include all required official stamps.

The information being requested forms an essential part of our KYC (Know Your Customer) procedure, as outlined in our Terms and Conditions. These measures are implemented to prevent financial crime and money laundering, in accordance with our regulatory obligations.

Best regards,

BDM Bet Casino

I haven't received any emails from you since 3rd April. That email doesn't give me any solutions or alternatives. It just says the same as what you asked for before. You have made it impossible for me to verify my account by asking for documents that I don't have and can't get!

I understand that you have to verify your customers but I have already provided you with the following which I feel is more than sufficient:

Photo of my passport

2 bank statements

Completed a live selfie verification

Photo of me holding my ID and a piece of paper with a random number on it, the date and my email address (I had to do this twice as originally I wasnt told you needed my email address on it too)

Surely this is sufficient to verify my account!

Dear edgarasjurkaitis888,

please allow some more time while we are actively investigating the case. Once we will have any information, we will update you.

Dear edgarasjurkaitis888,

could you please provide us with the original electric bill issued in your name a send the document to jana.k@casino.guru ?

Dear edgarasjurkaitis888,

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.

I didn't submit an electricity bill. I already told BDM that I don't have any utility bills in my name. The bills where I live are in the landlords name, I live in shared accommodation. I submitted 2 bank statements and my rental agreement which should be sufficient to prove my address.

I can't be the first person not to have any utility bills in my own name!

Dear BDM Bet Casino representative,

is there any other document that a player can submit in order to fully verify his account?

Dear Jana,

The required documentation remains unchanged, as it forms a standard part of our verification procedure.

Additionally, we have shared further details with you via email.

Best regards,

BDM Bet Casino

Dear edgarasjurkaitis888,

Due to the breach of the casino´s terms, this complaint will now be rejected. Thank you for your understanding, The casino has provided us with the solid evidence. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.