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Dear Guru Team.....

I deposited at BDM Bet Casino on July 9, 2025, using a credit card (Trade Republic), played with real money, and then requested a withdrawal of €100!

The account was already verified! Then, after some time, I was repeatedly asked for documents to verify my deposit.

...and I promptly submitted all available documents

Copy of credit card (front/back)

Transaction receipt (partially encrypted)

The problem is that the "Trade Republic card" doesn't have a card number or CVC printed on it...it just has my name on the back...

Furthermore, the bank 🏦 does not offer credit card confirmation (like Revolut, for example)!

The debit card is linked to the current account

and on the bank statement (which I provided to BDM bet) the transaction is shown with the date, but it is not clear that the payment was made via debit card!

However, to this day, BDM Bet stubbornly demands that I upload a receipt with all my data in order to fully verify my account!

However, my bank 🏦 simply doesn't provide this receipt!!! I even sent BDM Bet screenshots from chat conversations with my bank's support 🏦, where they explain that such a document is currently unavailable!

What else can you do?

The support is so inflexible and does not accommodate individual cases in any way!

I have already invested hours trying to resolve the issue...without success 😔

Please help me 🙏

Liebes Guru Team.....

Ich habe im BDM Bet Casino am 09.07.25 per Kreditkarte (trade Republic) eingezahlt, mit Echtgeld gespielt und anschließend 100€ zur Auszahlung beantragt!

Das Konto war bereits verifiziert! Dann wurden nach einiger Zeit mehrfach Dokumente zur Verifizierung meiner Einzahlung angefordert

...und ich habe alle mir zur Verfügung stehenden Belege prompt eingereicht

Kopie der Kreditkarte(vorne/hinten)

Transaktions Beleg (teilweise verschlüsselt)

Das Problem ist, dass die "trade Republic karte" keine Kartennummer und keine CVC aufgedruckt hat.....es steht lediglich mein Name auf der Rückseite.....

Desweiteren bietet die Bank 🏦 auch keine Kreditkartenbestätigung (wie beispielsweise Revolut) an!

Die Debitkarte ist mit dem Girokonto verbunden

und auf dem Kontoauszug (welchen ich BDM bet bereitgestellt habe) steht zwar die Transaktion drauf mit Datum, jedoch ist nicht ersichtlich, dass die Zahlung über die Debitkarte getätigt wurde!

BDM Bet fordert jedoch, bis zum heutigen Tag, stur, dass ich einen Beleg mit allen Daten hochladen muss um meinen Account vollständig zu verifizieren!

Diesen Beleg gibt es aber seitens meiner Bank 🏦 schlichtweg nicht!!! Ich habe BDM Bet sogar Screenshots aus Chatverläufen mit dem Support meiner Bank 🏦 geschickt, wo erklärt wird, dass ein solches Dokument derzeit grundsätzlich nicht verfügbar ist!

Was kann man da noch machen?

Der Support ist dermaßen unflexibel und lässt sich in keinster Weise auf Einzelfälle ein!

Ich habe bereits Stunden investiert um die Angelegenheit zu klären....ohne Erfolg 😔

Bitte helft mir dabei 🙏

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.

• Does your bank issue confirmation about issuing credit/debit cards? Would it be possible for you to request it?
• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly that you chose card payment as the deposit method in the online casino?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hey Tomas....I sent you an email!

LG, Konstantin

Hey Tomas....ich habe dir eine Mail geschickt!

LG, Konstantin

Does your bank issue a confirmation of credit/debit card issuance?

No, not currently!

Could you request these?

I tried and received a statement of the transaction/ this contains the bank and cardholder information as well as the last 4 digits of the card number used

Did you reach your current account balance with the help of a bonus?

No, I played with real money and won!

Do I understand correctly that you have chosen card payment as your deposit method at the online casino?

Correct, credit card payment

LG

Stellt Ihre Bank eine Bestätigung über die Ausstellung von Kredit-/Debitkarten aus?

Nein, aktuell nicht!

Könnten Sie diese anfordern?

Habe ich versucht, und einen Auszug über die Transaktion erhalten/ dieser enthält die Bank und Karteninhaber Informationen sowie die letzten 4 Ziffern der benutzten Kartennummer

Haben Sie Ihren aktuellen Kontostand mithilfe eines Bonus erreicht?

Nein, ich habe mit Echtgeld gespielt und gewonnen!

Verstehe ich richtig, dass Sie als Einzahlungsmethode im Online-Casino die Kartenzahlung gewählt haben?

Richtig, Kreditkartenzahlung

LG

After 16 days...suddenly they verified the account and finally paid out today!

Thank you, dear gurus💗

Nach 16 Tagen.....auf einmal haben sie das Konto verifiziert und heute endlich ausgezahlt!

Vielen Dank, liebe Gurus💗

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

Dear heretowin,

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,

Tomas