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Hello,

I am facing a serious problem with the verification process at BDM Bet Casino.

My casino account currently holds around €28,000, which I would like to withdraw. However, my card verification has not been approved, even though I have submitted all required documents completely and correctly.

I have provided the following:

Both sides of my card (clearly visible),

Online banking proof and account statement,

The official original document from Trade Republic Bank GmbH, confirming that I am the legitimate owner of the card ending in 7377,

And a screen recording video showing exactly how I received this document directly from the official Trade Republic live chat.

Despite these clear proofs, the casino keeps rejecting my verification, falsely claiming that my documents might be "manipulated."

I have not edited, altered, or falsified anything — everything was submitted exactly as provided by my bank.

It seems the casino is deliberately delaying the verification process to prevent me from withdrawing my money.

I kindly ask Casino Guru to review this case and help ensure that my verification is finally completed and my balance of €28,000 is released.

Thank you very much for your assistance.

Best regards,

Cristian ******

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Could you please share the communication with the casino where the casino questions the authenticity of your submitted documents?
• Do I understand correctly that you own a physical version of the card, and you also provided photos of the card during verification?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• 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

Hello Tomas,

Thank you for your feedback. I will gladly answer your questions and share all the necessary information with you.

Yes, I can share all communication with the casino. The casino is questioning the authenticity of my documents, even though I submitted everything correctly. I'm attaching the relevant screenshots and messages.

Yes, you understood correctly. I have the physical version of my card and submitted photos of the front and back during verification. I also uploaded my online banking and bank statements as proof.

I played both slot machines and sports betting.

No, I didn't reach my current account balance with a bonus. I played without a bonus.

I will send you all relevant emails, chat histories, and screenshots here or to your email address. tomas@casino.guru .

Thank you for your support. I hope the problem will be resolved quickly.

Best regards

Christian

Hallo Tomas,

danke für Ihre Rückmeldung. Gern beantworte ich Ihre Fragen und teile alle benötigten Informationen mit Ihnen.

Ja, ich kann die gesamte Kommunikation mit dem Casino teilen. Das Casino stellt die Echtheit meiner Dokumente in Frage, obwohl ich alles korrekt eingereicht habe. Ich hänge die entsprechenden Screenshots und Nachrichten an.

Ja, Sie haben es richtig verstanden. Ich besitze die physische Version meiner Karte und habe bei der Verifizierung Fotos von Vorder- und Rückseite eingereicht. Zusätzlich habe ich mein Online-Banking und Kontoauszüge als Nachweis hochgeladen.

Ich habe sowohl Spielautomaten als auch Sportwetten gespielt.

Nein, ich habe meinen aktuellen Kontostand nicht mit einem Bonus erreicht. Ich habe ohne Bonus gespielt.

Ich sende Ihnen alle relevanten E-Mails, Chatverläufe und Screenshots hier bzw. an Ihre E-Mail-Adresse tomas@casino.guru.

Vielen Dank für Ihre Unterstützung. Ich hoffe, dass das Problem schnell gelöst wird.

Beste Grüße

Cristian

Dear Cris6497

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Christian,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting BDM Bet Casino to join this conversation.

Dear Peter,

Thank you again for your support.

I would like to inform you that I am unable to obtain any further or alternative proof of ownership from my financial service provider. I already spoke with Trade Republic support on November 12th and they confirmed that:

The submitted document is the only official proof of ownership that Trade Republic can issue.

This document has not been altered.

and that it clearly assigns the card ending in 7377 to me.

I found this chat history from back then and am sending you the screenshots.

This clearly confirms that it is a genuine, official, and unaltered document.

I hope this clear confirmation from the financial service provider helps you to complete the verification process.

Thank you very much for your effort.

Best regards

Christian

Lieber Peter,

vielen Dank nochmals für Ihre Unterstützung.

Ich möchte Ihnen mitteilen, dass ich keinen weiteren oder anderen Eigentumsnachweis von meinem Finanzdienstleister erhalten kann. Ich hatte bereits am 12. November mit dem Trade-Republic-Support gesprochen und mir wurde dort bestätigt, dass:

das eingereichte Dokument der einzige offizielle Eigentumsnachweis ist, den Trade Republic ausstellen kann,

dieses Dokument nicht verändert wurde,

und dass es die Karte mit der Endung 7377 eindeutig mir zuordnet.

Ich habe diesen Chatverlauf von damals wiedergefunden und sende Ihnen die Screenshots mit.

Damit ist klar bestätigt, dass es sich um ein echtes, offizielles und unverändertes Dokument handelt.

Ich hoffe, diese eindeutige Bestätigung des Finanzdienstleisters hilft Ihnen, damit der Verifizierungsprozess abgeschlossen werden kann.

Vielen Dank für Ihre Mühe.

Mit freundlichen Grüßen

Cristian

Thank you, Christian,

Let's see what the casino's response will be.

Hello Cris6497,

We kindly request that you provide the original document for verification purposes. The previously submitted document exhibited signs of forgery or inconsistencies that do not comply with our KYC requirements. If there were no issues with the document, there would be no reason not to approve it.

Please note that, as outlined in Clause 7.5 of the Casinos Terms and Conditions, it is the player’s sole responsibility to supply genuine and valid identification documents.

We appreciate your understanding and cooperation in assisting us to maintain a secure and fair gaming environment. Should you have any questions or require further clarification, please do not hesitate to contact us.

Best regards,

BDM Bet Casino

Hello Peter,

Thank you very much for your quick response and your support.

I would like to reiterate that the document I submitted is the official original document from Trade Republic. I have also attached the chat confirmation from Trade Republic support, which clearly confirms that:

This is the only available proof of ownership document.

it was generated unchanged and officially by the system

The card ending in 7377 definitely belongs to me.

According to Trade Republic, another "original" or other format is impossible, as there are no individual documents outside of their system.

I therefore ask you to request that the casino accept this official document, as I have fully complied with my obligation to provide proof.

Thank you for your continued support.

Best regards

Christian

Hallo Peter,

vielen Dank für Ihre schnelle Reaktion und Ihre Unterstützung.

Ich möchte noch einmal klarstellen, dass das von mir eingereichte Dokument das offizielle Originaldokument von Trade Republic ist. Ich habe außerdem die Chat-Bestätigung des Trade-Republic-Supports beigefügt, in der eindeutig bestätigt wird, dass:

dies das einzige verfügbare Eigentumsnachweis-Dokument ist

es unverändert und offiziell vom System generiert wurde

die Karte mit der Endung 7377 eindeutig mir gehört

Ein weiteres "Original" oder ein anderes Format ist laut Trade Republic unmöglich, da es keine individuellen Dokumente außerhalb ihres Systems gibt.

Ich bitte Sie daher, das Casino aufzufordern, dieses offizielle Dokument zu akzeptieren, da ich meiner Nachweispflicht vollständig nachgekommen bin.

Vielen Dank für Ihre weitere Unterstützung.

Mit freundlichen Grüßen

Cristian

Hi all,

Thank you for your replies.

Dear Cris6497,

We tried to verify the PDF document ourselves, and we received the following warning: "This document has been processed and saved with Google Docs." We understand the casino's concerns regarding the document. The document exhibits inconsistent fonts, and some sections seem to be manipulated. I'm not sure if we can help you with this one.

Hello Peter,

I would like to contact you again, as my case has been dragging on for too long and no solution has been reached despite complete documentation.

I contacted Trade Republic again today, and they confirmed in writing once more that the issued document is official, correct, and the only available standard format. There is absolutely no way to obtain a different or additional document, no matter what I request or try.

Additionally, I recorded a video that clearly shows me opening the original document directly in the app. Any neutral observer can clearly see that it is a genuine, unaltered document issued by the bank.

I am now simply waiting for the next response – either from Casino Guru or from the casino itself. Should no solution be reached, or should the document be rejected again without justification, my next step will be to officially forward my complete documentation, video evidence, confirmations, and the entire chat history to the responsible gambling authority in Curaçao.

All documents are fully prepared and ready to be sent at any time – digitally and, if necessary, additionally by mail, so that the escalation is officially and verifiably documented. I will use every available means to enforce my claim.

I would of course prefer if this case could be resolved via Casino Guru – but if no positive decision is reached, I will proceed to the next instance without hesitation.

Thank you for your support.

Christian

Hallo Peter,

ich möchte mich erneut melden, da sich mein Fall nun schon zu lange hinauszieht und trotz vollständiger Unterlagen bisher keine Lösung erzielt wurde.

Ich habe erneut Kontakt mit Trade Republic aufgenommen – heute erneut – und mir wurde wieder schriftlich bestätigt, dass das ausgestellte Dokument offiziell, korrekt und das einzige verfügbare Standardformat ist. Es gibt absolut keine Möglichkeit, ein anderes oder zusätzliches Dokument zu erhalten – egal, was ich anfordere oder versuche.

Zusätzlich habe ich ein Video aufgenommen, das eindeutig zeigt, wie ich direkt in der App das Originaldokument öffne. Jeder neutrale Betrachter kann klar erkennen, dass es sich um ein echtes, unverändertes und bankseitig ausgestelltes Dokument handelt.

Ich warte jetzt nur noch auf die nächste Rückmeldung – entweder von Casino Guru oder vom Casino selbst. Sollte weiterhin keine Lösung erfolgen oder das Dokument erneut ohne sachlichen Grund abgelehnt werden, werde ich im nächsten Schritt meine vollständigen Unterlagen, Videobeweise, Bestätigungen sowie den gesamten Chatverlauf offiziell an die zuständige Glücksspielaufsicht von Curaçao weiterleiten.

Alle Dokumente sind bereits komplett vorbereitet und können jederzeit verschickt werden – digital und, falls erforderlich, zusätzlich per Post, damit die Eskalation offiziell nachvollziehbar dokumentiert ist. Ich werde alle Schritte nutzen, um meinen Anspruch durchzusetzen.

Mir wäre es selbstverständlich lieber, wenn der Fall hier über Casino Guru abgeschlossen werden kann – aber wenn keine positive Entscheidung erfolgt, werde ich ohne Zögern zur nächsten Instanz übergehen.

Vielen Dank für Ihre Unterstützung.

Cristian

Dear Cris6497,

We discussed the issue within the team and we came up with some suggestions:

1. Can you record a video of the app where your personal data would be visible and your card ending in 7377?
2. Can you record a video of you holding your card and showing both sides of the card (only the last 4 digits need to be visible)?
3. Does Traderepublic have land-based branch where you could stop by and ask for an official document with a signature?

Hello Peter,

I couldn't upload the video directly here, so I sent it to you in full via email.

The video clearly and unambiguously shows:

my Trade Republic account live in the app

My full name and personal details

the digital card with visible last 4 digits (7377)

Cover all other digits and the CVV with your finger

(no editing, no cutting – everything in real time)

I've also sent you a selfie with my Trade Republic card.

on which my name is visible, as well as a picture of my German identity card,

so that you can compare all the data and there can be no more doubt.

Since the physical card does not contain a card number, this is the maximum and most unambiguous proof.

which can be technically delivered.

I am now hoping for a positive decision and that the verification will finally be completed.

Thank you

Christian

Hallo Peter,

ich konnte das Video nicht direkt hier hochladen und habe es Ihnen deshalb vollständig per E-Mail zugesendet.

Im Video ist klar und eindeutig zu sehen:

mein Trade Republic Account live in der App

mein voller Name und persönliche Daten

die digitale Karte mit sichtbaren letzten 4 Ziffern (7377)

alle weiteren Ziffern und der CVV mit dem Finger abgedeckt

(keine Bearbeitung, kein Schnitt – alles in Echtzeit)

Zusätzlich habe ich euch auch ein Selfie mit meiner Trade Republic Karte zugesendet,

auf dem mein Name sichtbar ist, sowie ein Bild meines deutschen Ausweises,

damit ihr alle Daten abgleichen könnt und keinerlei Zweifel mehr bestehen kann.

Da die physische Karte keine Kartennummer enthält, ist dies der maximale und eindeutigste Nachweis,

den man technisch liefern kann.

Ich hoffe nun auf eine positive Entscheidung und dass die Verifizierung endlich abgeschlossen wird.

Vielen Dank

Cristian

Hello Cris6497,

Thank you for your email and the additional evidence. From our point of view, the video looks legit.

Dear BDM Bet Casino team,

We perfectly understand your doubt when it comes to the document Cris sent for verification. However, as it seems, that is the way the Trader Republic company generates these documents for their clients. We asked the player to make a video to prove the ownership of the disputed card, and we are satisfied with the result. To which email address can the player forward the video for further review?

Hello Cris6497,

Thank you for providing the verification video regarding the ownership of the disputed card. After a thorough review, we are pleased to inform you that the video has been approved and your account is now fully verified.

You may now proceed to submit a withdrawal request through the withdrawal section of your account. The process should run smoothly; however, if you encounter any issues, please do not hesitate to contact us for further assistance.

Before proceeding with your withdrawal, we kindly remind you to double-check your bank details to ensure accuracy and avoid any processing delays.

We appreciate your patience and cooperation throughout this verification process.

Best regards,

BDM Bet Casino

Thank you, BDM Bet Casino team, for your help.

Dear Cris6497,

Please let me know if we can consider the issue to be resolved.

Hello Peter,

Thank you so much for your support.

I requested the payout yesterday and am now waiting for it to arrive in my account.

Once the money has been successfully received, I will officially confirm here that the case is resolved.

Best regards

Cris6497

Hallo Peter,

vielen Dank für die Unterstützung.

Ich habe die Auszahlung bereits gestern beantragt und warte nun auf den Eingang auf meinem Konto.

Sobald das Geld erfolgreich angekommen ist, bestätige ich Ihnen hier offiziell, dass der Fall gelöst ist.

Mit freundlichen Grüßen

Cris6497

Thank you, Cris6497, for the update. Let's give it a few more days, then.

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

Dear Cris6497,

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,

Peter