BDM Bet Casino - La cuenta del jugador ha sido cerrada tras un intento de retiro.

I am filing a formal complaint against BDMBet casino for the unjustified withholding of my legitimate balance of €20,067.50 and the subsequent suspension of my account in retaliation.

My account is fully verified (KYC completed). When I tried to withdraw my winnings, the casino imposed a weekly limit of €3,500, which would mean it would take more than six weeks to receive my funds. When I contacted support (agent Quirino) to request a manual transfer of the total amount, I was told I would have to wait until April 1st without any immediate solution.

After informing them that I would escalate my complaint to CasinoGuru, the casino generated an escalation ticket (ID: YKGU2L) and then suspended my access to the account.

I have all the screenshots of the conversation where they admit to limiting my funds and proceeded to block my account after my complaint. I demand immediate payment of my entire balance (€20,067.50) via manual bank transfer. I have not broken any rules and I believe the casino is acting in bad faith to avoid paying a prize of this amount.

Presento una queja formal contra el casino BDMBet por la retención injustificada de mi saldo legítimo de 20.067,50 € y la posterior suspensión de mi cuenta como represalia.

Mi cuenta está totalmente verificada (KYC completado). Al intentar retirar mis ganancias, el casino me impuso límites de 3.500 € semanales, lo que implicaría tardar más de 6 semanas en cobrar mis fondos propios. Al contactar con soporte (agente Quirino) para solicitar una transferencia manual del total, se me indicó que debía esperar al 1 de abril sin darme ninguna solución inmediata.

Tras informarles de que elevaría mi queja a CasinoGuru, el casino generó un ticket de escalada (ID: YKGU2L) y acto seguido suspendió mi acceso a la cuenta.

Dispongo de todas las capturas de pantalla de la conversación donde admiten la limitación de los fondos y proceden al bloqueo de mi cuenta tras mi queja. Exijo el pago inmediato de la totalidad de mi saldo (20.067,50 €) mediante transferencia bancaria manual. No he incumplido ninguna norma y considero que el casino está actuando de mala fe para evitar pagar un premio de esta cuantía

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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 advise how long you were a player at the casino and when exactly your account was blocked?
• When was the last time the casino processed a payout to you?
• Do I understand correctly that the casino committed to paying out your winnings despite the account closure?
• Could you please share with me your communication with the casino regarding the account closure? 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

Thanks for sharing the information with me.

From the communication between you and the casino, there appears to be no intention to withhold the money you won, even though your account is restricted. Please let me know whether the casino follows its withdrawal limits and processes your payouts accordingly.

We are unable to ask the casino to disregard its payout limits. Thanks in advance for your understanding and reply.

If I misunderstood the situation or there are any updates regarding your payouts or account, please let me know.

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

Dear EMEight,

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