BDM Bet Casino - Pelaajan tili on suljettu odottavalla nostolla.

I deposit 39EUR via Crypto, played live games and after that i have won a amount equaling appx: 388EUR

I did not use a bonus to play, it was my first deposit at the casino, i have succesfully done the kyc process, the casino doesnt reply to my messages after banning my account with an pending withdraw

Hello kathyy,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BDM Bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?
• What was their reason to block your account - did they describe it?

Looking forward to your answer.

Regards,

Nick

Hello, my account was verified on March 1st. I didn't use any bonuses. The last communication was on March 4th, when they informed me that my account had been closed due to fraud.

hallo, mein konto wude am 1. März verifiziert. Ih habe keinen Bonus verwendet. Die letzte Kommunikation war am 4. März, wo die mir mitteilten, dass mein Konto wegen Betrug geschlossen wurde.

Hello kathyy,

Would it be possible to forward the communication between you and the casino related to the case to nikolas.b@casino.guru for further review?

In addition, can you please clarify whether you have registered with all your real details and used your own payment method to deposit into the casino?

Awaiting your response.

Regards,

Nick

hey i have done it!

Thank you kathyy for all the information provided. I Will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, kathyy,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we wait for the casino's response, can you please answer additional questions:

• Is there a possibility your account could have been linked to another user/account by any data matches or similarities, such as personal details (name/surname, address, date of birth, e-wallet, email format) or data that should be unique per users - the same IP/internet connection or device used by more than 1 account at the casino, or even playing the same game at the same time with another account, especially if you played Live Casino/multiplayer games? If so, please note that it automatically indicates multiple accounts/collusion, which is strictly prohibited in online casinos, and although your other documents could have been accepted, such a thing makes KYC/verification impossible.
• Did you meet the mandatory wagering requirement for your real money deposit, complying with the casino's AML rules?

Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BDM Bet Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello!

The user account has been closed, and the winning confisicated because the user had violated our Anti-Fraud Policy and Terms and Conditions.

The Company enforces a strict anti-fraud policy, utilizing advanced tools and techniques to detect fraudulent activities. If a player is suspected of engaging in fraudulent actions - such as collusion, chargebacks, multiple account creation, or other forms of misconduct - the Company reserves the right to terminate the account and suspend all payouts at its sole discretion, without prior notice. Additionally, the Company may report such activities to relevant regulatory authorities. Fraudulent behaviour includes but is not limited to, exploiting software vulnerabilities, manipulating game outcomes, or delaying game rounds to gain an unfair advantage.

We have sent additional information and proof via email. Kindly review it when you have the chance.

Best regards,

BDM Bet Casino

Hello, I do not own any other accounts at this specific casino.

I only played the games on another Casino which isnt releated to BDMBet

Dear kathyy,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - collusion/opposite betting, fraud.

The casino acted correctly and in accordance with the terms and conditions you accepted when registering.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, BDM Bet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru