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Hello CasinoGuru Team,

I am writing to you because I kindly need your help or assistance.

On October 28, 2025, I made a deposit (without using a bonus) at BDM Bet Casino, a casino where I have been playing for a long time.

My deposit amounted to 40 Euros.

I played and won just over 700 euros (and far exceeded the required 3x limit for withdrawals).

At 600 Euros I decide to withdraw (my account is verified and I have withdrawn several times now) for the first time a window opens when I request the withdrawal which says that:

"Deposit wagering requirement

Before a withdrawal can be processed, your initial deposit must be wagered. You currently have €464.87 left to wager.

I contacted support who confirmed everything, telling me that I had "active money" in my account.

Essentially telling me I have to wager the deposited amount at least once before withdrawing, based on anti-money laundering regulations. This applies to ALL deposits I've made since my last withdrawal (and which I lost) that I haven't wagered x1 the value of the deposit.

So if 3 days ago I loaded 50 Euros and lost everything, today I have to play x1 even the 50 Euros I lost yesterday.

But if I loaded 50 Euros and lost 50 Euros, I have already played x1 before withdrawing!

And from here we get to "464.87" euros...

This is the first time I've ever heard something like this from BDM BET CASINO or any online casino.

How can MONEY be active if I lost it?

So they are saying that I have to LOSE x1 all the lost amounts?

I thought I'd seen it all!

I attach screenshots of the entries regarding withdrawals in their terms and conditions.

I am kindly asking you whether my case is truly and properly valid for a complaint.

Thank you all!

Ciao Team di CasinoGuru,

vi scrivo perchè ho bisogno cortesemente del vostro aiuto o della vostra assistenza.

Il 28.10.2025 ho fatto un deposito (senza usare bonus) su BDM Bet Casino, casinò dove gioco da diverso tempo.

Il mio deposito ammontava a 40 Euro.

Ho giocato raggiungendo vincita a mio favore poco superiore a 700 Euro. (e oltrepassando abbondantemente il fatidico x3 per poter prelevare).

A 600 Euro decido di prelevare (il mio account è verificato e ho prelevato diverse volte ormai) per la prima volta mi si apre una finestra nel momento della richiesta di prelievo che dice che:

"Requisito di scommessa sul deposito

Prima che un prelievo possa essere elaborato, il deposito iniziale deve essere scommesso. Al momento ti restano 464.87 EUR da scommettere."

Contatto l'assistenza che mi conferma il tutto, dicendomi che ho "denaro attivo" sul mio conto.

Dicendomi praticamente che devo giocare almeno una volta l'importo depositato prima di prelevare, sulla base delle norme antiriciclaggio. Questo vale per TUTTI ma proprio TUTTI i depositi che ho fatto dall'ultimo prelievo ad oggi (e che ho perso) che non ho giocato x1 il valore del deposito.

Quindi se 3 giorni fa ho caricato 50 Euro e ho perso tutto, oggi devo giocare x1 anche i 50 Euro persi ieri.

Ma se ho caricato 50 Euro e ne ho persi 50 Euro, ho già giocato il x1 prima del prelievo!

E da qui si arriva ai "464,87" euro...

E' la prima volta in assoluto che mi sento dire una cosa del genere da BDM BET CASINO o da qualsiasi casinò online.

Come fa ad essere DENARO attivo se l'ho perso?

Quindi stanno dicendo che devo PERDERE x1 tutti gli importi persi?

Pensavo di averle viste tutte !

Allego screen della voci riguardo i prelievi nei loro termini e condizioni.

MI rivolgo cortesemente a voi chiedendovi se il mio caso è realmente e giustamente valido per un reclamo.

Grazie a voi tutti!

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Ph19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at BDM Bet Casino.

To better understand your situation and assist you effectively, could you please provide the following details:

• When did you make the last deposit and withdrawal?
• Do I understand correctly that the casino asked you to complete the wagering for all deposits you have made so far?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Kristina

Good morning Kristina, thank you for your help.

I sent you the entire transcript of the chat I had with the BDM Bet Casino support team via email to the address you provided.

Below I answer your questions:

When did you make your last deposit and withdrawal?

I made my last deposit on 28.10.2025 for 40 EUR.

The last withdrawal I made on BDM was on 20.09.2025 for 260 Euros

Did I understand correctly that the casino asked you to complete the wagering for all deposits made so far?

Yes, that's what I understood too, they say that as of September 20, 2025 my deposits are active, when you read the support chat, you'll see that they say that before I can withdraw I have to play through my deposit at least once.

Which according to them I didn't do but:

If I deposit 50 Euros and play and lose 50 Euros, I have already played my amount!

And anyway if I lost ALL my deposit, it can't be active!

You may forward all relevant communications between you and the casino to kristina.s@casino.guru ? Alternatively, you can post it here.

Done 🙂

Thank you so much, Kristina.

It's not the first time I've played for several days without winning and then made wins of up to 600 euros on BDM Bet, but I've never been asked something like this.

A warm hello

Ph19

Buongiorno Kristina, grazie per il tuo aiuto.

Per mail, all'indirizzo da te indicato, ti ho inviato tutta la trascrizione della chat avuta con il team assistenza di BDM Bet Casino.

Qui di seguito rispondo alle tue domande:

Quando hai effettuato l'ultimo deposito e prelievo?

L'ultimo deposito l'ho effettuato il 28.10.2025 pari a 40 EUro

L'ultimo prelievo che avevo fatto su BDM risale al 20.09.2025 pari a 260 Euro

Ho capito bene che il casinò ti ha chiesto di completare la scommessa per tutti i depositi effettuati finora?

Sì, è quello che ho capito anche, dicono che dal 20.09.2025 i miei depositi sono attivi, quando leggerai la chat con assistenza, vedrai che dicono che prima di poter prelevare devo giocare almeno una volta il mio deposito.

Cosa che secondo loro non ho fatto ma:

Se deposito 50Euro e gioco Perdendo 50 Euro ho già giocato il mio importo!

E comunque se ho perso TUTTO il mio deposito, non può essere attivo!

Potresti inoltrare tutte le comunicazioni rilevanti tra te e il casinò a kristina.s@casino.guru ? In alternativa, puoi pubblicarlo qui.

Fatto 🙂

Grazie di cuore Kristina.

Non è la prima volta che gioco per diversi giorni senza vincere e poi faccio vincite anche maggiori a 600 Euro su BDM Bet, ma mai mi era stata chiesta una cosa simile.

Un caro ciao

Ph19

Good morning, I am aware that you will be inundated with complaints etc.

but I was wondering if my case has been considered by any chance.

My money is still sitting at BDM Bet Casino.

Thank you for your help and attention.

Good day

Buongiorno, sono consapevole che sarete sommersi da reclami ecc..

ma mi chiedevo se per caso è stato valutato il mio caso.

I miei soldi sono ancora fermi su BDM Bet CAsino.

Grazie dell'aiuto e dell'attenzione.

Buona giornata

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Ph19,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I notice this response from the live chat agent to you:

Could you kindly clarify why you have primarily made deposits without engaging in gameplay? It is important to note that the minimum wagering requirement of 1x the deposit still applies to your deposits before you can proceed with a withdrawal. I would appreciate your insight into what led you to think that this wagering requirement might not apply in your situation.

Hi Michal, I've played through all the deposits I've made!

Otherwise what's the point.... deposit and play.

If I lose my deposit I'll play again.

Every amount I deposited, I played it.

Otherwise I deposit the money in the bank, certainly not in a casino.

They are the ones who claim that the deposits I made and lost are active deposits for them.

So if I deposit 40 euros, then I play the 40 euros, if I win well, if I lose, the next time I make a NEW deposit I will no longer have credit on the casino.

I just contacted the casino. I'll leave you to evaluate the response I've attached below.

I hope I was clear.

Ciao Michal, tutti i depositi che ho fatto li ho giocati!

Altrimenti che senso ha.... deposito e gioco.

Se perdo deposito nuovamente e gioco.

Ogni importo depositato, l'ho giocato.

Se no i soldi li deposito in banca non di sicuro su un casinò.

Sono loro che sostengono che i depositi che ho fatto e perso, per loro sono depositi attivi.

Quindi se deposito 40 euro, poi gioco i 40 euro, se vinco bene, se perdo, la volta successiva faccio un NUOVO deposito non avendo più Credito sul casinò.

Ho appena contattato il casino' ti lascio valutare la risposta che allego qui sotto.

Spero di essere stata chiara.

Michal, I emailed you tonight's trade with BDM BET Casino.

Let me know if there's just one answer that makes sense.

Thank you very much, have a good evening.

Michal, ti ho inviato per mail lo scambio di stasera con BDM BET Casino.

Fammi sapere se c'è solo una risposta che ha senso.

Grazie mille buona serata.

Dear Ph19,

Thank you for your response and your email.

I'm sorry, but it seems you did not fully understand the situation correctly. You mentioned that you played or wagered every deposit you made; however, the casino agent indicated that you primarily deposited in October without any gameplay. Generally, the casino system automatically calculates the wagering requirements based on the deposits, which must be met before any withdrawal can occur. The live chat agent, Hera, most likely saw this information in their system regarding your account. It is very unlikely that this would be made up.

The live chat agent Hera did not mention that the lost deposits still needed to be wagered. (This would, of course, not make sense.) It was primarily you who came up with this assumption.

Allow me to illustrate the situation as I (hopefully correctly) understand it at the moment.

If you deposited 600 euros in increments of 40 or 50 euros, and you only wagered one or two of the 50-euro deposits, it follows that the 1x wagering requirement for the total deposits has not been satisfied, since this requirement applies to the entire balance (every deposit you made) rather than just the last deposit of 50 euros. Therefore, it seems that the wagering requirement for the total amount you deposited remains unmet. This is essentially what the live chat agent, Hera, was attempting to convey to you.

Your subsequent conversation with the agent Toretto seemed somewhat "pointless", as his response did not address the issue at hand and was not particularly helpful.

However, if I am interpreting this correctly, it appears that you have not wagered the minimum of 1x the total deposited amount.

You cannot deposit 600 euros and expect to withdraw the balance by only wagering one or two deposits of 50 euros; that is not how the system operates.

Could you please provide me with your deposit and gameplay history so I can review when and how much you have played or wagered?

Hi Michal, I sent you a screen recording (video format) by email where I show you that over the days based on the deposits I play them all.

The system does not allow you to copy and transfer to Excel in multiple columns, so I had to make the video.

If I can, I'll find a day where the game is short and do the total based on the deposit.

Edit:

I managed to send you an Excel example of one day - 10/23/2025

Where you can clearly see that I deposit 40 euros and wager 56.40 euros, which is more than the x1 requested.

This applies to all deposits made. Except for the last one, I managed to win about €720 and request a withdrawal of €600.

Ciao Michal ti ho inviato per mail registrazione dello schermo (formato video) dove ti mostro che nel corso dei giorni in base ai depositi li gioco tutti.

Il sistema non permette di copiare e riportare in excel in più colonne per questo ho dovuto fare il video.

Se riesco trovo un giorno dove il gioco è breve e faccio il totale sulla base del deposito.

Modifica:

Sono riuscita a mandarti l'esempio in excel di un giorno - 23.10.2025

Dove si vede chiaramente che deposito 40 euro e ne gioco 56.40 euro quindi superiore al x1 che viene richiesto.

Questo vale per tutti i depositi fatti. Se non l'ultimo dove riesco a vincere ca. 720 euro e richiedo il prelievo di 600 euro.

Dear Ph19,

Thank you for your response and the email with the evidence. I have responded back.

We would like to invite BDM Bet Casino to join the conversation.

Dear BDM Bet Casino,

Could you please provide the complete game log for the player, including clear details of all deposits, wagering contributions (or any remaining wagering requirements), and corresponding balance amounts?

I would like to verify whether the player has indeed not met the minimum deposit wagering requirements, as indicated by your live chat representative.

Please send the requested information to michal.k@casino.guru

Thank you in advance

Hello Ph19,

Thank you for contacting us and bringing this matter to our attention.

We have carefully reviewed your case and conducted a detailed check of your account. The issue was escalated to our relevant department for further investigation, and we are pleased to confirm that the wagering balance on your account has now been correctly adjusted. You should be able to proceed with your withdrawal without any further difficulties related to the wagering requirements.

We sincerely apologize for any inconvenience this situation may have caused and appreciate your patience while we worked to resolve it. Providing a smooth and reliable experience for our players is very important to us, and we are glad to have restored your account to full functionality.

Should you have any further questions or need additional assistance, please do not hesitate to contact us. Our team will be happy to assist you.

Thank you once again for your understanding and continued trust.

Kind regards,

BDM Bet Casino

Dear BDM Bet,

It's Michal from Casino Guru who contacted you to try to help me, after spending time reviewing the game histories I forwarded to him in an attempt to prove that your Support Team had incorrect information.

The thing that makes me most angry is trying to explain to your chat team that what I was being told was impossible and that whoever spoke to me would have only had to open their game and deposit history to see it.

But no. You didn't even take five minutes, not a single email, nothing.

While I spent two days creating Excel tables reporting 600 pages of game history.

When 5 minutes were enough for you.

So I wasted my time, had to open a complaint here on Casino Guru, explain what happened several times because it was so absurd, and send evidence to Michal / Complaint Specialist at Casino Guru.

And he also had to invest time to verify everything.

This really makes me angry.

You should review or train your Support Team, for example Hero of the live chat or even worse the second assistant who dismissed me with the excuse of a meeting (I have the chat - which you can see too of course).

I wonder if the seriousness of your casino was only to push me to gamble even the winnings.

I thank Michal from Casino Guru with all my heart and respect for his patience, trust, and the time he dedicated to me.

Now I'll try to withdraw my winnings of 600 euros and then I'll think about returning to BDM Bet Casino, after all the time wasted when you have all the data in the system.

Caro BDM Bet,

è Michal di Casino Guru che vi ha contattati per cercare di aiutarmi, dopo aver perso del tempo a visionare le cronologie di gioco che gli ho inoltrato per poter dimostrare che il vostro Team Assistenza aveva un'informazione errata.

La cosa che mi fa più arrabbiare è aver cercato di spiegare al vostro Team della chat che era impossibile ciò che mi veniva detto e bastava che chi ha parlato con me, aprisse la cronologia del gioco e dei depositi per vederlo.

Invece no. Non vi siete presi nemmeno 5 minuti, non una mail nulla.

Mentre io ho investito due giorni a creare tabelle excel riportando ben 600 pagine di cronologia gioco.

Quando a voi bastavano 5 minuti.

Quindi ho perso tempo, ho dovuto aprire qui su Casino Guru un reclamo, spiegare più volte l'accaduto da tanto era assurdo, e inviare prova a Michal / Complaint Specialist di CAsino Guru.

E anche lui ha dovuto investire del tempo per verificare il tutto.

QUesto davvero mi fa arrabbiare.

Dovreste rivedere o formare il vostro Team Assistenza per esempio Hero della live chat o ancora peggio il secondo assistente che mi ha liquidata con la scusa di una riunione (ho la chat - che potete vedere anche voi naturalmente).

Mi chiedo se la serietà del vostro casinò era solo quella di spingermi a giocare anche la vincita.

Ringrazio con tutto il cuore e la stima Michal di Casinò Guru, per la pazienza, la fiducia e il tempo che mi ha dedicato.

Ora proverò a prelevare la mia vincita di 600 euro e poi ci penserò se tornare su BDM Bet Casino, dopo tutto il tempo perso quando voi tutti i dati li avete nel sistema.

Dear BDM Bet Casino,

Thank you for your response. I'm glad the matter has been clarified and rectified on your end. While I understand that the human factor always plays some role, and we as humans are not perfect, myself included, I must concur with the player’s perspective and believe the situation might have been handled more seamlessly if the team had taken a moment to recheck the player’s deposit and wagering history. Perhaps it was merely an unfortunate set of circumstances, and I trust that you will take this feedback constructively to help minimise similar occurrences in the future.

I’m confident that with your continued attention to such details, your casino will only further enhance its positive reputation and players’ confidence.

Dear Ph19,

Thank you for your response. I’m really glad to hear that the issue has been clarified and that you were now able to withdraw your winnings. I completely understand that this situation wasn’t ideal and may have caused some frustration, but I’m happy we could step in and help bring it closer to a positive resolution.

As mentioned, this seems to have been an unfortunate set of circumstances. From my experience, this is the first such issue we’ve encountered with BDM Bet Casino, though I do agree that the matter could have been handled a bit more proactively on their part.

I trust that you’ll receive your winnings soon, and I truly hope this will mark a satisfactory conclusion to your case. Please do let me know once the funds have arrived so we can consider the matter fully resolved.

Dear Michal,

I confirm that I have received my winnings without encountering any problems.

I would like to thank you again for your great help and trust.

I wish you and all the Casino Guru staff a wonderful weekend!

Thanks Michal 🙂

Caro Michal,

confermo di aver ricevuto il denaro della mia vincita senza riscontrare nessun tipo di problema.

Ci tengo nuovamente a ringraziarti per il tuo grande aiuto e fiducia.

Auguro a te e tutto la Staff di Casino Guru uno splendido week end!

Grazie Michal 🙂

Dear Ph19,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru