Bm.bet Casino - El retiro del jugador se retrasa debido a solicitudes de documentos.

I deposited 40 euros and won a total of 100. I have sent all the documents for account verification so that I can make a withdrawal. However, they keep emailing me, asking for the same documents that I have already sent them.

κατεθεσα 40 ευρω κερδισα συνολο 100 τους εχω στειλει ολα τα εγγραφα για επαληθευση λογαριασμου ωστε να μπορω να κανω αναληψη και αυτοι μου στελνουν μειλ και μου ζητανε τα ιδια εγγραφαπου τους εχω στειλει.

Hello coolies,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

the procedure started from 9/08/2024.

THEY DO NOT KNOW WHICH DOCUMENTS HAVE BEEN APPROVED THEY ASK ME EVERY TIME FOR THE SAME DOCUMENTS I HAVE SENT THEM.

THE LAST TIME I SPOKE WAS TODAY.

CALL THEM HERE TO FIX IT THROUGH YOU.

η διαδικασια ξεκινησε απο 9/08/2024.

ΔΕΝ ΜΟΥΛΕΝΕ ΠΟΙΑ ΕΓΓΡΑΦΑ ΕΧΟΥΝ ΕΓΚΡΙΘΕΙ ΜΟΥ ΖΗΤΑΝΕ ΚΑΘΕ ΦΟΡΑ ΤΑ ΙΔΙΑ ΕΓΓΡΑΦΑ ΠΟΥ ΤΟΥΣ ΕΧΩ ΣΤΕΙΛΕΙ.

ΤΕΛΕΥΤΑΙΑ ΦΟΡΑ ΠΟΥ ΜΙΛΗΣΑ ΗΤΑΝ ΣΗΜΕΡΑ.

ΦΩΝΑΞΤΕ ΤΟΥΣ ΕΔΩ ΝΑ ΤΟ ΛΥΣΟΥΜΕ ΜΕ ΔΙΑΜΕΣΟΛΑΒΗΤΗ ΕΣΑΣ.

Hello coolies,

As mentioned above, verification takes up to 14 days. Please forward all the documents they request and let us know after 2 weeks if there's been any update.

ok

THEY DO NOT ACKNOWLEDGE MY ACCOUNT I HAVE SENT ALL THE DOCUMENTS THEY ASKED FOR AND THEY SAY EXCUSES

ΔΕΝ ΜΟΥ ΠΙΣΤΟΠΟΙΟΥΝ ΤΟ ΛΟΓΑΡΙΑΣΜΟ ΤΟΥς ΕΧΩ ΣΤΕΙΛΕΙ ΟΛΑ ΤΑ ΕΓΓΡΑΦΑ ΠΟΥ ΜΟΥ ΖΗΤΗΣΑΝ ΚΑΙ ΛΕΝΕ ΔΙΚΑΙΟΛΟΓΙΕΣ

14 days have passed and they are not certifying my account

περασαν οι 14 μερες και δεν μου πιστοποιουν το λογαριασμο

WILL SOMEONE ANSWER?

ΘΑ ΑΠΑΝΤΗΣΕΙ ΚΑΠΟΙΟΣ?

Thank you coolies 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

WHAT'S UP WITH THE SUBJECT???

ΤΙ ΓΙΝΕΤΑΙ ΜΕ ΤΟ ΘΕΜΑ???

Hello, coolies,

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.

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

Dear Bm.bet Casino team,

Could you please explain the player's situation in more detail? Can you check the provided documents and provide him with detailed instructions on what needs to be done on his side to complete the KYC/verification and/or withdraw his winnings?

Dear Branislav, 

We would like to note that we accepted the player's identity and deposit documents that were suitable for the verification process. The player still has to confirm his address and bank statement, where we can see all the data needed for verification.

These documents must not contain photoshop, unfortunately we had to reject some documents due to the presence of document editing.

We also want to point that all verification for this player were processed according to our general rules about that process. And we are ready to help the player through this procedure.

Following clause 5.1 of our T&Cs player must provide us with all information that we may request in order to manage player's account, verify player's identity or the source of the funds deposited to player's account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used for the period of up to 12 (twelve) months, including bank or credit/debit card statements etc.

Feel free to ask us about any clarifications about this case.

I HAVE SENT YOU AN ELECTRICITY BILL AND BANK STATEMENT TO VERIFY THE BANK ACCOUNT AND DELETED MY TRANSACTIONS FROM THE BANK STATEMENT BECAUSE THEY ARE NOT ABOUT YOU.

ΣΑΣ ΕΧΩ ΣΤΕΙΛΕΙ ΛΟΓΑΡΙΑΣΜΟ ΗΛΕΚΤΡΙΚΗΣ ΕΝΕΡΓΕΙΑΣ ΚΑΙ BANK STATEMENT ΓΙΑ ΕΠΑΛΗΘΕΥΣΗ ΤΡΑΠΕΖΙΚΟΥ ΛΟΓΑΡΙΑΣΜΟΥ ΚΑΙ ΕΣΒΗΣΑ ΑΠΟ ΤΟ BANK STATEMENT ΤΙΣ ΣΥΝΑΛΛΑΓΕΣ ΜΟΥ ΓΙΑΤΙ ΑΥΤΕΣ ΔΕΝ ΣΑΣ ΑΦΟΡΟΥΝ.

SOME SCAMMERS USED MY CARD DETAILS AND GRABBED MY MONEY.

ΚΑΠΟΙΟΙ ΕΠΙΤΗΔΕΙΟΙ ΧΡΗΣΙΜΟΠΟΙΗΣΑΝ ΤΑ ΣΤΟΙΧΕΙΑ ΤΗΣ ΚΑΡΤΑΣ ΜΟΥ ΚΑΙ ΜΟΥ ΑΡΠΑΞΑΝ ΧΡΗΜΑΤΑ.

Dear coolies,

Thank you for your cooperation.

You can upload your second document in pdf in your profile, so it won't be cropped. After that, our financial department will check your documents again for your verification. First photo can't be accepted since it was edited.

Feel free to ask us about any clarifications about this case.

I'VE EMAILED YOUR SECOND ONE 100 TIMES

ΤΟ ΔΕΥΤΕΡΟ ΣΑΣ ΤΟ ΕΧΩ ΣΤΕΙΛΕΙ 100 ΦΟΡΕΣ ΣΤΟ ΜΕΙΛ

WHY DO YOU WANT TO SEE MY TRANSACTIONS??????????????????????????????

ΓΙΑΤΙ ΘΕΛΕΤΕ ΝΑ ΔΕΙΤΕ ΤΙΣ ΣΥΝΑΛΛΑΓΕΣ ΜΟΥ???????????????????????????

Why don't you answer???

Γιατι δεν απαντάτε???

DEAR NICK WILL YOU TAKE A SEAT?

ΑΓΑΠΗΤΕ NICK ΘΑ ΠΑΡΕΤΕ ΘΕΣΗ?

Dear coolies,

Thank you for your response.

You can upload your second document, that you've sent here, in pdf in your profile, so it won't be cropped. After that, our department will review it. This document is necessary for full account verification.

Feel free to ask us about any clarifications about this case.

MY PROFILE DOESN'T ALLOW ME TO UPLOAD PDF FILES

ΔΕΝ ΜΟΥ ΔΙΝΕΙ ΤΗ ΔΥΝΑΤΟΤΗΤΑ ΤΟ ΠΡΟΦΙΛ ΝΑ ΑΝΕΒΑΣΩ ΑΡΧΕΙΑ PDF

I SENT IT TO YOUR EMAIL

ΤΟ ΕΣΤΕΙΛΑ ΣΤΟ ΜΕΙΛ ΣΑΣ

Dear coolies,

Thank you for your response.

As we can see, your account has been successfully verified after uploading all documents. We hope you will get your winnings to your balance as soon as possible, withdrawal will be made according to our rules.

We appreciate your cooperation, if you have any questions you can always contact our support team for any clarification.

Greetings all,

Thank you both for your replies and updates.

Dear coolies,

Can you provide us with an update?

At this point, I sincerely believe it should only be a matter of time before the payment comes to you (if it has not yet).

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Is there anything else we can help you with or I can consider the matter closed after a successful withdrawal?

THE MONEY WILL NOT BE DEPOSITED TO ME THEY ARE FAKE

ΔΕΝ ΜΟΥ ΚΑΤΑΘΕΤΟΘΝ ΤΑ ΧΡΗΜΑΤΑ ΕΙΝΑΙ ΨΕΥΤΕΣ

MR BRANISLAV THEY ARE SCAMMERS THEY DON'T WANT TO GIVE ME THE MONEY

ΚΥΡΙΕ BRANISLAV ΕΙΝΑΙ ΑΠΑΤΕΩΝΕΣ ΔΕΝ ΘΕΛΟΥΝ ΝΑ ΜΟΥ ΔΩΣΟΥΝ ΤΑ ΧΡΗΜΑΤΑ

Dear coolies,

As mentioned above, your account should have been successfully verified after uploading all documents.

If your withdrawal was cancelled, did you request a new one? If yes, what is the status of it? If not, why, and can you do it?

Can you see your balance or a pending withdrawal in your account? It would be great if you could provide us with a more detailed clarification on what is happening now on your account. We would definitely need more details and explanation.

To be honest, I see nothing relevant in your last 2 posts.

THEY TOLD ME ON SUPPORT CHAT THAT EVERYTHING IS OK BUT THE MONEY HAS NOT BEEN DEPOSITED YET

ΜΟΥ ΕΙΠΑΝ ΣΤΟ SUPPORT CHAT ΟΤΙ ΟΛΑ ΕΙΝΑΙ ΕΝΤΑΞΗ ΑΛΛΑ ΔΕΝ ΜΟΥ ΕΧΟΥΝ ΚΑΤΑΤΕΘΕΙ ΑΚΟΜΗ ΤΑ ΧΡΗΜΑΤΑ

Dear coolies,

Where did you expect the money to be deposited? Do you mean your payment method or do you mean your casino account balance?

Where are the disputed funds now, please? Is there any pending withdrawal, or, was there any withdrawal which was denied and those funds were returned back to your balance? Can you request a withdrawal or inform us what is the status of an existing withdrawal request if there is any?

If you did not request a withdrawal, and your funds are still in your balance on the casino account, it is understandable that no one will process a withdrawal if there is no withdrawal request.

I have requested a withdrawal and I am waiting for them to be credited

εχω ζητησει αναληψη και περιμενω να πιστωθουν

Alright, coolies. Thank you for the update.

At this point, I really sincerely believe it should only be a matter of time before the payment comes to you.

I will keep the complaint open pending your confirmation of a successful withdrawal or another update.

Looking forward to hearing good news from you soon. Please note it usually takes some time until the withdrawal is completely processed.

THEY HAVE NOT SENT ANYTHING THEY ARE LYING

ΔΕΝ ΕΧΟΥΝ ΣΤΕΙΛΕΙ ΤΙΠΟΤΑ ΛΕΝΕ ΨΕΜΑΤΑ

THEY HAVEN'T PUT THE MONEY, SEND US THE TRANSACTION PROOF

ΔΕΝ ΕΧΟΥΝ ΒΑΛΕΙ ΤΑ ΧΡΗΜΑΤΑ, ΝΑ ΜΑΣ ΣΤΕΙΛΟΥΝ ΤΗΝ ΑΠΟΔΕΙΞΗ ΣΥΝΑΛΛΑΓΗΣ

Dear coolies,

You set up the disputed amount of the complaint to €100. In your casino account transaction history, it looks like there is one €100 pending withdrawal and a €40 completed withdrawal, which is €140 together.

What is your current balance on your casino account? What does the disputed amount of €100 represent? Is it only the amount of the pending withdrawal from August? Where did another €40 come from?

You deposited €40 and played. Did you reach the balance of €100 or €140? Then, what happened with the accumulated winnings? Can you explain it in more detail? Then we can ask the casino about an update.

Thank you.

40 EUROS IS THE AMOUNT

40 ΕΥΡΩ ΕΙΝΑΙ ΤΟ ΠΟΣΟ

THEY DON'T KNOW HOW MUCH I HAVE IN MY ACCOUNT???

ΔΕΝ ΞΕΡΟΥΝ ΤΙ ΠΟΣΟ ΕΧΩ ΣΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ???

TA 100 EUROS WRITING CANELED

TA 100 ΕΥΡΩ ΓΡΑΦΟΥΝ CANELED

THE AMOUNT THAT HAS BEEN FINALIZED IS 40 EUROS AND IT HAS NOT BEEN INTO MY BANK ACCOUNT

ΤΟ ΠΟΣΟ ΠΥ ΕΧΕΙ ΟΡΙΣΤΙΚΟΠΟΙΗΘΕΙ ΕΙΝΑΙ 40 ΕΥΡΩ ΚΑΙ ΔΕΝ ΕΧΟΥΝ ΜΠΕΙ ΣΤΟΝ ΤΡΑΠΕΖΙΚΟ ΜΟΥ ΛΟΓΑΡΙΑΣΜΟ

WHY DON'T THEY APPEAR TO SPEAK?

ΓΙΑΤΙ ΔΕΝ ΕΜΦΑΝΙΖΟΝΤΑΙ ΑΥΤΟΙ ΝΑ ΜΙΛΗΣΟΥΝ?

WILL YOU ANSWER MR BRANISLAV?

ΘΑ ΑΠΑΝΤΗΣΕΤΕ ΚΥΡΙΕ BRANISLAV?

?

Dear Bm.bet Casino team,

Can you please provide us with an update on the player's casino account? What is happening there?

What is the status of his KYC, what is his balance, what/how much was successfully paid out to what payment method, and what happened with the remaining balance? Is there a pending withdrawal, or was any withdrawal denied so funds should be returned to his account balance? Or, what is going on there, please?

Dear Branislav,

We would like to note that player's account was successfully verified when he sent some new documents. After that, we accepted player's withdrawal of 40 EUR, and we completed it from our side, and send to his bank account that he enter.

Now, player don't have any funds to withdraw, since we've already paid the previous one.

Feel free to ask us about any clarifications about this case.

The 40 euros have not been credited to my bank account. Send us the transaction receipt.

Τα 40ευρω δεν έχουν πιστωθεί στον τραπεζικό μου λογαριασμό. Στείλτε μας την απόδειξη συναλλαγής.

MR BRANISLAV ASK THEM TO SEND US THE TRANSACTION PROOF FOR THE 40 EUROS THEY SAY THEY COMPLETED

ΚΥΡΙΕ BRANISLAV ΖΗΤΗΣΤΕ ΤΟΥΣ ΝΑ ΜΑΣ ΣΤΕΙΛΟΥΝ ΤΗΝ ΑΠΟΔΕΙΞΗ ΣΥΝΑΛΛΑΓΗΣ ΓΙΑ ΤΑ 40 ΕΥΡΩ ΠΟΥ ΛΕΝΕ ΟΤΙ ΟΛΟΚΛΗΡΩΣΑΝΕ

Why are you delaying to answer Mr. BRANISLAV?

Γιατί καθυστερείτε να απαντήσετε κύριε BRANISLAV?

It does not work like that at all, coolies. And I am sorry for the delay.

Dear Bm.bet Casino team,

Thank you for your response and the update.

What needs to be done on the user's side or what should he provide to the casino so it can start an investigation of allegedly an unsuccessful withdrawal?

Do I understand correctly that there were €100, but the user decreased his balance and requested a withdrawal of €40, while there was/is nothing else on his account balance anymore?

Dear Branislav,

We would like to clarify this situation: a player tried to withdraw his winnings in the amount of 100 euros, after which his withdrawal was canceled because his account was not verified. Unfortunately, the documents immediately provided by the player were not suitable for verification, so we had to ask the player to provide new documents. As soon as we were able to verify the player's account, he was able to create a new withdrawal, which was successfully sent to him using the details he provided, unfortunately, during the verification process, the player's balance dropped to 40 euros, so the withdrawal of 40 euros was sent to the player.

If you do not understand something, we will be happy to help you clarify it!

Kind regards,

Bm.bet Casino

TO SEND US THE BANK TRANSACTION RECEIPT,

WHY ARE YOU TIRED OF IT MR BRANISLAV??????

AND YOU DON'T ASK FOR WHAT YOU SHOULD??????

ΝΑ ΜΑΣ ΣΤΕΙΛΟΥΝ ΤΗΝ ΤΡΑΠΕΖΙΚΗ ΑΠΟΔΕΙΞΗ ΣΥΝΑΛΛΑΓΗΣ,

ΦΙΑΤΙ ΤΟ ΚΟΥΡΑΖΕΤΕ ΚΥΡΙΕ BRANISLAV??????

ΚΑΙ ΔΕΝ ΖΗΤΑΤΕ ΑΥΤΟ ΠΟΥ ΠΡΕΠΕΙ??????

It does not work like that, coolies. Commonly, casinos first need evidence from players, confirming they have not received the payment. Only then casinos start an investigation on their side.

Dear Bm.bet Casino,

Great! Thank you for the explanation. It is finally clear at least regarding the disputed amount - I updated it accordingly, to €40.

Can you please look at the first part/question from my previous post?

"What needs to be done on the user's side or what should he provide to the casino so it can start an investigation of allegedly an unsuccessful withdrawal?"

The user claims that the payment has not reached his account. If I understand it correctly, he requested a withdrawal to a bank account. Can you please answer my question and provide us with the information on what would you need from the player to start an investigation on your side? If you need a transaction history from his bank account, can you also confirm at least the last 4 numbers of his bank account number used for the withdrawal?

Thank you.

Dear Branislav,

I hope this message finds you well.

We would like to confirm that we processed the withdrawal on our end on September 17th. In light of this, we kindly request the player to provide the transaction history from that date.

Additionally, we have asked the player to complete all necessary information regarding his bank details for his withdrawal. We currently possess the IBAN provided by the player that he'd provided us, please let us know if this is sufficient for our case or if additional information is needed.

Additionally, we would appreciate guidance on where to send the user’s 4 number of his bank account information used for this withdrawal, as you asked.

Thank you for your assistance.

Alright, I understand. Let's first ask the user for the bank statement/transaction history. Then we will see, according to the document and information provided by the user, if it is necessary at all.

Dear coolies,

Can you please provide us and the casino with the required document from your bank account used for the withdrawal in question, for the mentioned period?

Feel free to share the original bank statement/transaction history with the casino via email, replying to their last email. You can add me to the copy of your email (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you via email with the requested document.

WHICH DOCUMENT? AFTER THEY DID NOT DEPOSIT MY MONEY.

I HAVE TOLD YOU FOR SO LONG TO ASK THEM FOR PROOF THAT THEY DEPOSITED THE AMOUNT.

THE WAY YOU WORK IS TO EXPOSE MY PERSONAL DOCUMENTS TO STRANGERS WHO I THINK ARE SCAMMERS

ΠΟΙΟ ΕΓΓΡΑΦΟ? ΑΦΟΥ ΔΕΝ ΜΟΥ ΚΑΤΕΘΕΣΑΝ ΤΑ ΧΡΗΜΑΤΑ.

ΣΟΥ ΕΧΩ ΠΕΙ ΕΔΩ ΚΑΙ ΤΟΣΟ ΚΑΙΡΟ ΝΑ ΤΟΥΣ ΖΗΤΗΣΕΙΣ ΤΗΝ ΑΠΟΔΕΙΞΗ ΟΤΙ ΚΑΤΕΘΕΣΑΝ ΤΟ ΠΟΣΟ.

Ο ΤΡΟΠΟΣ ΠΟΥ ΛΕΙΤΟΥΡΓΕΙΣ ΕΙΝΑΙ ΓΙΑ ΝΑ ΕΚΘΕΣΩ ΠΡΟΣΩΠΙΚΑ ΜΟΥ ΕΓΓΡΑΦΑ ΣΕ ΑΓΝΩΣΤΟΥΣ ΠΟΥ ΘΕΩΡΩ ΟΤΙ ΕΙΝΑΙ ΑΠΑΤΕΩΝΕΣ

Dear coolies,

Without providing the casino with the requested document, the investigation on their part is not possible - that is how it works.

The casino representative confirmed that the withdrawal was processed on their side, which means the funds left the casino's payment method. If we need the casino to investigate further, they need the requested document.

Therefore, please read the last casino's post and my last post, and provide the requested document in accordance with the casino's requirements.

Feel free to inform us after you send the document to the casino, with me in a copy of your email.

Please note if you fail to cooperate, the complaint will be closed/rejected.

Thank you for understanding,