BDM Bet Casino - El jugador cree que el reintegro se ha retrasado.

I have been trying to withdraw all of my funds from BDMBet for several months, but the process has been delayed repeatedly with excuses, contradictory requests, and no clear resolution.

• My original CommBank statements showing wages from Bakehouse Espresso Group were rejected multiple times with vague claims such as "metadata edited." To prove authenticity, I even recorded myself downloading the files directly from the bank’s website.
• Each time I submit what they ask for, I receive a new rejection with no clear explanation or direction. No one has ever told me exactly what specific documents are required — instead, the requirements keep changing, and my submissions are denied for vague reasons.
• My account profile still shows "Unverified" under Proof of Funds, which blocks me from withdrawing. I have already complied with everything requested, but Finance keeps delaying the update with no timeframe given.
• This situation has been dragging on for months now. Every live chat ends with the same empty promises and apologies, but no action.

On top of this, there has been added confusion around my crypto withdrawals. I deposited using crypto, and in the past I was able to withdraw crypto from my NZD wallet without any issue. Then, suddenly, my withdrawals via crypto started being declined with no proper explanation, and I was told BDMBet "cannot convert crypto to fiat" for NZD and CAD wallets. Yet the fact remains: my deposits were made with crypto, and I should be able to withdraw the same way. Their shifting policies and lack of transparency are unacceptable.

At present, the following balances are stuck in my account, and I want to withdraw all of it. The conversions to AUD are calculated using the currency exchange rate at the time of writing this complaint:

• 4,906 € = 8,801.85 AUD
• 5,752.50 PLN = 2,421.28 AUD
• 735.59 NZD = 640.02 AUD
• 2,300.63 CAD = 2,497.41 AUD

TOTAL = 14,360.56 AUD (based on current exchange rates).

My Source of Wealth has already been fully proven and accepted. The only barrier is BDMBet’s refusal to finalize my account verification in their system and their shifting stance on crypto withdrawals. I have complied with every request, but no clear direction has been given, and vague denials keep resetting the process. There is no valid justification left for holding my funds.

I am requesting Casino Guru’s assistance to pressure BDMBet to finalize my verification immediately and allow me to withdraw my full balance (14,360.56 AUD) without any further unnecessary delays or excuses.

Dear Arns,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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.

Dear Arns,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Attila,

Thank you for following up and for your kind assistance. Unfortunately, I have not yet received my withdrawal, and there have been no new developments since my last update. I am still waiting for BDMBet’s Finance team to finalize my verification so that I can proceed.

I truly appreciate your time and support in monitoring this case.

Hi, just checking in, as I kind of needs this money soonish, and I'm waiting on the timeframe thank you 🙂

Dear Arns, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear Arns, thank you for providing such a thorough answer. Could you please also confirm the date when you submitted the documents which are currently under review?

Additionally, have you received any response from the casino in regards to their validity?

Thank you for your cooperation and I hope we will be able to help you to resolve this issue as soon as possible.

Best regards,

Attila G.

Hi Attila,

I just wanted to kindly check in to see if there have been any updates or progress on my case. 😊

I completely understand these reviews can take time, and I really appreciate all the effort you and the Casino Guru team are putting in to help.

Thank you so much again for your time and support, it truly means a lot. 🙏

Kind regards,

A*****

Dear Arns, thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

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.

Dear Arns,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from BDM Bet Casino to join this conversation and assist in addressing the complaint.

Dear BDM Bet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Arns,

Could you please follow the casino’s instructions and provide the requested documentation? Once you have submitted the documents, kindly let me know so that we can proceed accordingly.

I look forward to your response.

Dear BDM Bet Casino,

Could you please confirm whether you have had the opportunity to review the documentation provided by the player?

I look forward to your reply.

Dear Stefan,

Thank you again for your continued attention to this matter.

I’ve just received another email from BDMBet support asking me to follow the same upload steps again. However, as I’ve explained many times over the past several weeks to BDMBet, my account no longer allows me to upload any additional documents, all of the available slots are already used. This has been the case for quite some time, and I’ve made this clear on several previous occasions.

Despite this, I continue to receive identical instructions to "re-upload" documents instead of any real assistance or escalation. I’ve already provided everything requested; my original, unedited bank statements, six payslips from Bakehouse Espresso Group, and even video proof showing the files were downloaded directly from the CommBank website.

To show good faith, I’ve also attached a screenshot after following every single step they listed in their most recent email (refreshing, clearing cache, closing sessions, etc.). Unfortunately, the upload option still does not reappear.

This same cycle has been ongoing for months, and I’ve fully complied at every stage. I’m hoping Casino Guru can help ensure this issue is finally reviewed properly and that a resolution can be reached soon.

Thank you very much for your time, Stefan, and to the BDM Bet team for your cooperation.

Kind regards,

Arnold

Now I’ve received this? Mind you, this exact thing was happening 4 weeks prior to this date, and was one of the reasons nothing was happening

Dear Arns,

Thank you for your submission. Please note that the payslips provided have not been accepted, as they are identical to files previously submitted and rejected. We require original, unaltered documents, as edited files cannot be processed in accordance with Clause 7.5 of our Terms and Conditions.

We recommend contacting your employer to request the original, unedited payslips as proof of Source of Wealth.

Thank you for your understanding.

Best regards,

BDM Bet Casino

*

Hi Stefan,

I hope you have been well, I have heard no reply from BDMbet,

Just wondering if you have either,

Thank you for your help again,

Arnold

Dear Arns,

Thank you for your response and the information you have provided.

Could you please forward the emails you received directly from your employer? In the video you provided, it is not clear where the emails originated. Kindly resend them to my email address at stefan.m@casino.guru.

I look forward to your response.

Dear Stefan,

Thank you so much for your continued support, I truly appreciate how closely you’ve been assisting with this.

I’ve just forwarded the original emails I received directly from my employer to your address at

stefan.m@casino.guru, including the full headers so you can clearly see their source. If you need anything else or would like additional files, I’m more than happy to provide them.

Thank you again for all your help. It really means a lot and I’m grateful for the effort you and the Casino Guru team are putting into resolving this.

Kind regards,

Arnold

Dear Arns,

Thank you for providing the documentation. Were you able to forward these emails to the casino? Additionally, would it be convenient for you to provide us with your work contract?

I look forward to your response.

Hello Stefan,

I wanted to provide a quick update regarding the most recent communication from BDMbet.

After I forwarded all of my original payslip emails (as you requested), BDMbet replied through their VIP Manager, Olivia, thanking me for sending the documents but again asking that I upload them through the "Documents" section of my account.

I responded politely and explained the situation:

• That you, Stefan from CasinoGuru, specifically requested the documents to be forwarded via email for authenticity and proper verification, which is why I sent them directly to their support inbox.
• That I have already attached your correspondence to my reply to show that email submission was requested by CasinoGuru.

Just keeping you updated on the situation, and thank you again for your continued help.

Kind regards,

Arnold

Dear Stefan,

I wanted to provide you with a quick update regarding the latest communication from BDMbet.

I received an email from Effy (VIP Manager at BDMbet), where she acknowledged the forwarded payslip emails, but again requested that all documents be uploaded through the "Documents" section of my account.

I’ve explained to them, as per your instructions, that forwarding the original payslip emails directly from my employer’s email address is the only reliable way to verify authenticity, since uploading them manually through their website removes the email source and risks the documents being rejected again.

I have now sent them:

• All original payslip emails forwarded directly from my employer
• A clear explanation that this method was requested by you for authenticity verification
• Confirmation that the documents are unchanged and unedited

I will update the thread as soon as they respond again.

Thank you very much for your continued support, I really appreciate your help through this process.

Kind regards,

Arnold

Dear Stefan,

I wanted to update you regarding the most recent communication I received from BDMbet.

Today, I received an email from a VIP Manager named Dottie, stating that their verification team can only review my documents if they are uploaded directly through the "Documents" section of my profile, because they need the metadata to remain intact.

However, as I have already explained to BDMbet many times over the past weeks, I am unable to upload anything further to my profile because the system has no remaining upload slots available. This issue has been raised repeatedly with their support team, and despite this, they continue requesting uploads that I am physically unable to provide.

For this exact reason, I followed your instructions and forwarded the original payslip emails directly from my employer to BDMbet via email, so they could verify authenticity and see the original metadata and source.

I have now replied to Dottie explaining this again, that the system will not allow any additional uploads, and that your request for me to forward the employer emails was specifically to avoid repeated rejections for documents that are already authentic.

I will wait to see how they respond and will keep you fully updated.

Thank you again for your support, I genuinely appreciate your help through this situation.

Kind regards,

Arnold

New reply from them:

Dear Stefan,

I’d like to provide an update regarding the latest communication from BDMbet.

Effy (VIP Manager) contacted me again and requested that I resend the SOW documentation, specifically the six payslips, as standalone PDF attachments without including the original employer emails.

She stated that the previous PDF was rejected due to "missing metadata," even though the payslips are the exact originals automatically generated and emailed to me every fortnight by my employer.

To recap:

• I already forwarded all six payslip emails exactly as they were received from my employer, as you instructed, so BDMbet could verify authenticity directly from the source.
• Despite this, they are now asking only for the PDFs by themselves, even though these same PDFs have already been rejected multiple times when not accompanied by the original email context.

Next step

I will send them the standalone PDF files exactly as requested, but I am concerned they will likely be rejected again, because sending only the PDFs removes the proof that they came directly from my employer, which was the entire reason you asked me to forward the emails in the first place.

I wanted to keep you fully updated before proceeding further, as their instructions now contradict the solution you recommended for proving authenticity.

Thank you again for your continued support, I truly appreciate your help.

Kind regards,

Arnold

Hello Arns,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Arns,

Thank you for your response and continued cooperation.

Dear BDM Bet Casino,

Could you please give us an update on the situation?

I look forward to your response.

Dear Arns,

We would like to inform you that the provided documents have been accepted. We kindly ask you to request withdrawals for your balance in accordance with your daily limit.​

Please note that your last withdrawals were canceled as they were requested via cryptocurrency. As stated in our Terms and Conditions, we do not offer conversion fiat to crypto. For cryptocurrency withdrawals to be possible, the prior deposits must also have been made via the same methods.​

Please request a withdrawal to your bank account, as deposits were done via this payment method.

If you have any further questions or need assistance, please let us know.

Best regards,

BDM Bet Casino

Dear Stefan and BDM Bet Casino,

Thank you very much for your latest update. I truly appreciate the clarification that my documents have now been accepted and that I should be able to proceed with withdrawals according to my daily limit.

However, I am still unable to request any withdrawal on my account.

Even though my documents have been marked as accepted, my profile continues to display "Proof of Funds – Unverified", and the system will not allow me to make any withdrawal at all.

I have attached a screenshot showing the current status on my account.

At this stage, the system still blocks every attempt to proceed and asks me to "Verify" again, even though BDM Bet has confirmed verification is completed.

Could you please review this discrepancy between the casino’s message and the actual account interface?

It appears that the verification status has not been correctly updated on the platform itself, which is preventing any withdrawal from being processed.

Thank you once again for your assistance, I appreciate everyone’s time and support very much, and I’m hopeful this final technical issue can now be resolved.

Kind regards,

Arnold

Dear BDM Bet Casino,

Thank you for your recent update and for confirming that the player’s documents have been accepted.

However, despite this confirmation, the player is still unable to request any withdrawal. The account interface continues to indicate that "Proof of Funds – Unverified," and the system blocks all withdrawal attempts by requesting verification again. This seems to be a technical inconsistency between the verification status confirmed by your team and what is reflected on the player’s profile.

In light of this, could you please review the account once more and ensure that the verification status is correctly updated on your platform? We kindly ask whether you could unlock the withdrawal option for the player so they can proceed in accordance with your instructions and their daily limit.

Thank you in advance for your assistance. We appreciate your prompt attention to resolving this matter.

Dear Arns,

We would like to inform you that the issue has been resolved. We can confirm that you have recently attempted to request withdrawals; however, these were canceled as they were submitted via a cryptocurrency method.

Please note that your winnings were generated from a card deposit. As mentioned, our platform does not support conversion from fiat currency to cryptocurrency. To withdraw your winnings, kindly select one of the available bank transfer payment methods.

You may use the same bank account previously used for your successful withdrawals.

If you have any further questions or require assistance, please do not hesitate to contact us.

Best regards,

BDM Bet Casino

Dear Stefan and BDM Bet Casino,

Thank you again for your responses and for the continued assistance.

I would like to clarify the current issue regarding withdrawals:

BDM Bet Casino has advised me to withdraw my funds via bank transfer, as cryptocurrency withdrawals are not allowed for balances generated from card deposits. I fully understand this requirement and I am happy to withdraw via bank transfer.

However, my account does not provide any bank-withdrawal option at all.

Across all currencies (EUR, CAD, NZD), the only withdrawal method available in the menu is cryptocurrency, which BDM Bet has already confirmed I cannot use.

I have attached screenshots showing:

EUR wallet → only crypto withdrawal available

CAD wallet → only crypto withdrawal available

NZD wallet → only crypto withdrawal available

There is no bank transfer option anywhere for me to select, even though this is the method the casino is instructing me to use.

Because of this, it is currently impossible for me to request a withdrawal using the required method.

Could the casino please enable the correct bank withdrawal option on my account, or advise what needs to be done so that I can finally proceed?

Thank you very much to both the Casino Guru team and BDM Bet for reviewing this, I sincerely appreciate everyone’s help and I just want to complete my withdrawal successfully.

Kind regards,

Arnold

Dear BDM Bet Casino,

Thank you for your explanation and for clarifying the withdrawal requirements.

Based on the player’s latest message and the screenshots provided, it appears that no bank transfer withdrawal option is currently available in the player’s account, despite this being the only eligible method for withdrawing winnings generated from a card deposit. As a result, the player is unable to proceed with the withdrawal as instructed.

Could you please assist the player by enabling the appropriate bank transfer withdrawal option on the account, or alternatively advise what steps need to be taken in order for the bank withdrawal method to become available?

We would appreciate your cooperation in helping the player resolve this matter and complete the withdrawal successfully.

Thank you in advance for your assistance. We look forward to your response.

Dear Arns,

Could you please transfer all your funds to AUD currency and then try to request a bank transfer?

Currently this method is not available for the currencies you have selected, hence why it is missing from the withdrawal menu.

Your previous bank transfers were also requested trough AUD.

Incase there is still no options, please let us know and we we proceed with manual refunds, but please note the process slower than regular withdrawal request, hence we recommend first attempting a withdrawal trough AUD.

Thank you for your understanding and patience.

Best regards,

BDM Bet Casino

Dear Stefan and BDM Bet Casino,

Thank you for the response.

I need to clearly clarify one very important point:

I do NOT agree to "manual refunds" if this means refunding only my deposits.

I am requesting a full withdrawal of my balance, including my legitimate winnings, in accordance with the casino’s Terms and Conditions.

My winnings were generated from valid gameplay, from verified funds, and after full Source of Wealth verification was accepted. Therefore, any solution must allow me to withdraw both deposited funds and winnings, not just deposits.

Regarding the request to convert all balances to AUD:

At this moment, there is no visible option in my account to convert EUR, CAD, or NZD balances into AUD. I cannot perform this action myself, and no instructions or interface element for currency conversion are available.

If AUD withdrawals are required:

• Please clearly explain how I can convert my balances to AUD within the platform, or
• Please confirm that BDM Bet will process a full withdrawal (including winnings) via a supported bank transfer method.

I am fully willing to cooperate, but I cannot accept a solution that results in loss of my winnings due to platform limitations that are outside of my control.

Thank you for your assistance. I appreciate Casino Guru’s involvement in ensuring this matter is resolved fairly.

Kind regards,

Arns

Dear BDM Bet Casino,

Thank you for your previous communication.

We kindly ask you to address the player’s questions and concerns outlined in their last message, in particular regarding the withdrawal of the full account balance (including winnings) and the procedure for any required currency conversion.

We look forward to your clarification and response so that this matter may proceed toward a fair resolution.

Hello!

We would like to inform you that we are currently investigating the issue and your case further. We will provide an update as soon as possible.

Dear Stefan,

We have sent you an email with further information. Please review it whenever you get a chance.

Best regards,

BDM Bet Casino

Dear Stefan,

I have now received a very concerning email from BDM Bet Casino, which represents a major escalation of this case.

The casino is alleging a violation of their Terms related to "prohibited betting strategies" and has informed me that:

• My account has been closed
• My winnings have been confiscated
• Only a partial refund of deposits (after withdrawals) will be returned

However, the email does not specify:

• Which bets allegedly violated the rules
• Which games were involved
• Any dates, bet IDs, or evidence
• Any prior warning or investigation notice

This accusation was raised only after:

• My account passed KYC and Source of Wealth verification
• I was instructed to withdraw funds
• Repeated withdrawal attempts failed due to platform and currency limitations

Throughout my gameplay, I placed standard casino bets and did not engage in hedge betting, arbitrage, or simultaneous opposing bets as described in the cited clause. If the casino believes otherwise, I respectfully request that they provide concrete evidence to support this claim.

Given the timing and lack of detail, I am deeply concerned that this confiscation is being used as a means to avoid paying out legitimate winnings after prolonged verification delays.

I am fully willing to cooperate with any fair investigation and to provide my betting history for independent review. I kindly ask for CasinoGuru’s assistance in reviewing whether this confiscation is justified under fair-play standards.

Thank you for your continued support and for helping ensure this matter is handled transparently and fairly.

Kind regards,

Arnold.

Dear Arns,

I am in contact with the casino representative outside of the complaint thread and will let you know once we have any relevant information.

Dear BDM Bet Casino,

I have responded to your email and will be awaiting your reply.

I look forward to your response.

Dear Stefan,

Thank you very much for the update and for continuing to follow up on this matter on my behalf. I really appreciate you reaching out to the casino directly and keeping me informed.

I’ll wait for your next update once you hear back from them. Please let me know if you need anything further from my side in the meantime, I’m happy to cooperate fully to help resolve this.

Thanks again for your support and patience throughout this process.

Kind regards,

Arnold

Dear Stefan,

We have sent you an email with further details.

Best regards,

BDM Bet Casino

Dear BDM Bet Casino,

I have responded to your email and will be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan,

We would like to let you know that we have sent you an email with further information.

Best regards,

BDM Bet Casino

Dear BDM Bet Casino,

Thank you for your email. I have replied and will be awaiting your response.

Dear Stefan,

We have provided the additional information requested. Please review it whenever you get a chance.

Best regards,

BDM Bet Casino

Dear BDM Bet Casino,

Thank you for your response and the evidence provided.

I have responded to your email and will be awaiting your reply.

Dear Stefan,

We have sent you an email response. Please review it at your earliest convenience.

Best regards,

BDM Bet Casino

Dear BDM Bet Casino,

I have responded to your email and will be awaiting your reply.

Dear Stefan,

We have provided the necessary answer.

Best regards,

BDM Bet Casino

Hello Arns,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Arns,

I have received information from the casino representative and it appears that you have circumvented the ban from live casino games and continued to play on live games. Could you please comment on this?

I look forward to your response.

Dear Arns,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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,
Stefan
Casino.Guru