BDM Bet Casino - Pelaajan kotiutus on viivästynyt neljä kuukautta.

I got a 1336€ win with BDM Bet Casino back in March and cannot get it from them. I carried out a live selfie, uploaded passport, proof of 2 accounts for deposit and withdrawal, proof of address, proof I have a salary income, over 3 months pay slips with statements showing my income received, wealth questionnaire completion, lifetime transactions from the account I used to deposit 270€ and each time I get the below email sent to me. I told the Casino numerous times that I opened the account on the 13th of March which is outlined on my statement.

"Source of wealth must show 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)."

I would like for the casino to please tell me EXACTLY what they require as I have been compliant and have no issues providing documents as long as I can get it.

Hello,

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.

• Is your account accessible, or has it been blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please explain how much you deposited in the casino
• Could you please share with me your most relevant 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

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Tomas,

To answer your questions:

Is your account accessible, or has it been blocked? yes, I can access it.

Did you achieve your current balance with the help of a bonus? Yes

Could you please explain how much you deposited in the casino. I deposited 270 euro

I have emailed you the relevant communication.

Thank you. 

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 AllForCullen,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear AllForCullen,

Please be informed that the verification process concerning your account remains underway. Our commitment to full compliance with applicable Know Your Customer (KYC) and Anti-Money Laundering (AML) policies, as specified in our Terms and Conditions, necessitates that certain verification steps be completed thoroughly and without deviation.

In this regard, we kindly request you to provide official documentation supporting the large transactions reflected in your bank records dated February 7 (BEE), February 6 (TC), and January 22 (TOM). Having previously stated that these transactions pertain to an inheritance, we would appreciate the submission of any formal legal documents or equivalent certifications confirming this.

Thank you for your prompt attention to this matter.

Dear Matej,

We have also forwarded additional details to your email for your consideration. Please review them at your earliest convenience.

Kind regards,

BDM Bet Casino

Dear DMB Bet,

For those amounts into my bank account that you are querying, they are from an inheritance, and unfortunately, I do not have any documents as they were just sent to my account, they are not such huge amounts and have nothing to do with my ability to afford depositing into your casino. I would not like this to go in circles again and would like the fastest way to have it resolved. Since I do not have the document you want, what else can I provide or do to move forward in order to complete your extensive verification process and get my winnings?

Dear AllForCullen and DMB Bet Casino Representative,

I apologize for the delayed response. I was attending a conference, and it took me some time to go through all the documents thoroughly.

I would like to highlight that the purpose of the affordability check is to confirm that the player is not depositing funds they cannot legally obtain or afford.

After reviewing all the payslips and bank statements provided by AllForCullen, I can say with complete confidence that this is not the case here.

From the casino’s perspective, it was noted that AllForCullen received €10,400 from an unknown source. However, considering that his actual deposits were significantly lower—and clearly within his income—he is clearly capable of affording those deposits even without these extra funds.

AllForCullen stated that these funds came from an inheritance, though he does not have official documentation to prove it. It is quite common in my country for family members (if they have a good relathionship) to redistribute inheritance informally— after the legal process is complete—without any official documentation.

Given that AllForCullen’s deposits are entirely supportable by his financial position, I do not see a compelling reason for the casino to require exhaustive proof of every bank transaction.

If the casino remains unwilling to release the winnings, we recommend that the player submit an appeal to GCB. (I will gladly help with that)

I would like also mention consulted this case with two other experts in the field, and they reached the same conclusion.

Once again, I apologize for the delay and thank you for your patience.

Thank you so much for your reply Matej, will be waiting for the casinos response.

BDM Bet - I have been very transparent and cooperative, but the document you want simply does not exist.

Matej, how do we do ahead to make an appeal on GCB? as I am not familiar with the process.

Hello AllForCullen,

We understand your concerns, but it is important to clarify that BDM Bet Casino operates strictly within the framework of regulatory requirements and internal procedures designed to protect both our players and the integrity of our platform. These procedures, including account verification, are mandatory and applied equally to all users.

Our position is firmly supported by our Terms & Conditions and the applicable legal framework. All steps taken and all correspondence on this matter have been carefully documented. If the requested documents are supplied, we will be able to move forward with your verification process. Until then, we are unable to change our stance.

Your case cannot proceed until the requested documents are submitted and validated according to the required standards. Regardless of explanations or personal circumstances provided, our obligations under AML (Anti-Money Laundering) and KYC regulations require us to confirm the lawful origin of funds. Unfortunately, informal or undocumented transfers cannot be accepted as proof under these obligations.

We also want to underline that the documentation request has valid grounds and is not arbitrary. All such requests are substantiated by compliance requirements and by the data available to us.

We therefore ask once more for your cooperation in providing the required documentation. Without it, we regret that our ability to assist is limited and the matter must remain on hold.

Best regards,

BDM Bet Casino

Can we finalize this casino guru? guide me to a lawyer or GCB complaint.

Dear AllForCullen,

I will shortly contact you via email and explain to you step-by-step process how to proceed in this situation.

Thanks Matej.

Hi Matej, I still have not received your mail.

After correspondence via email with the player, we have decided to close this case for now, marking its status as "waiting for regulator’s decision.

Dear AllForCullen,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru

We’ve reopened this complaint at the request of AllForCullen. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi I have documents to proof that funds now

Dear Matej and BDM Bet Casino,

Thank you for reopening this case and giving it another opportunity for resolution. I have now obtained and submitted documents covering each of the three transactions previously queried.

For the three transactions in question, I am providing:

1. BEE – €8,400 (07.02.2025): Private Vehicle Sale Receipt for a 2014 BMW 316 Sport (VIN WBA3C3C5XFK203691), signed by both seller and buyer (Parry Edward). Confirms €8,400 paid on 7 February 2025 to my IBAN ending 369173.

2. TC – €1,000 (06.02.2025): Bill of Sale for a Fiido Titan M25 e-bike (SN 2407-18462), signed by both parties (buyer: Bourke Robbie Aodh). Confirms €1,000 paid on 7 February 2025 to my IBAN ending 369173.

3. TOM – €1,000 (22.01.2025): Bill of Sale for a Riverside 500 E Hybrid bicycle (CA5-2024-A18987), signed by both parties (buyer: Mc Getrick Leon). Confirms €1,000 paid on 22 January 2025 to my IBAN ending 369173.

In addition, I am also submitting:

• 16 weekly payslips covering January through April 2025

• An AIB bank statement covering 31 December 2024 through 18 March 2025, clearly showing the regular weekly WAGES credits matching each payslip, as well as the three queried transactions appearing exactly as stated

I want to put on record that these three transactions have nothing to do with the source of the funds I deposited at BDM Bet. My total deposit was only €270, and that amount is fully and demonstrably covered by my verified weekly salary, as Matej previously confirmed after reviewing all my payslips and bank statements. These transfers played no role in funding my casino activity.

I am providing these documents purely out of good will and a desire to bring this matter to a close, not because they are factually or legally relevant to the affordability of a €270 deposit. I was honestly fortunate to even be able to track down and contact the actual buyers of all three items in order to obtain the signed sale documents – these were ordinary private sales between individuals, of which millions occur in Ireland every year.

With that said, the documentation now provided matches exactly the categories the casino itself listed as acceptable. I'd sincerely appreciate it if we can now close this matter positively and have my €1,336 winnings released.

Thank you both for your patience.

Best regards

Dear DMB Bet Casino Representative,

The player has now provided documentation covering every category you requested — payslips, bank statements confirming salary receipt, and sale receipts for each of the three queried transactions.

I would like to reiterate a point raised earlier in this case: AllForCullen's total deposit was €270, an amount entirely and demonstrably covered by his verified salary income. The three transactions in question are unrelated to his casino activity and have no bearing on his ability to fund that deposit.

From our perspective, a four-month verification process for a €270 deposit is disproportionate, and we see no justification for continuing to withhold the player's winnings of €1,336. All documentation now appears to be in your hands.

We kindly ask you to complete the verification review promptly and release the funds. Should we not receive a satisfactory response, we will have no choice but to advise the player to escalate this matter to the Gaming Control Board of Curaçao as well as the Central Bank of Curaçao, and we will support them in doing so.

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

Dear AllForCullen,

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,

Matej