BDM Bet Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

Last Tuesday, October 21st, I registered at the BDM Bet casino through their website, making a deposit of €250 that same day using my bank card.

I was playing roulette and placed about 20 sports bets until October 27th. That day, when I tried to access my account, it told me that my account had been deactivated.

At that moment, between balance and open bets I had €612.9.

After contacting the website's support via email, I was informed that my account had been permanently closed by the administration due to fraudulent activity (???)

When questioned about this matter, they logically did not provide any information, simply stating that the decision was irrevocable.

I am informing you that I accept the closure of my account despite, of course, not having committed any fraudulent activity, and I request that you proceed to credit the funds in the account to me.

However, I received another email informing me that my winnings had been confiscated. This violates all player rights in these types of casinos and creates tremendous insecurity among players and bettors.

It is unacceptable for a casino to close your account without prior notice (preventing you from accessing your records), citing a reason they refuse to specify, and keeping both the deposited money and any winnings generated.

I request your help to resolve this conflict so I can recover my money.

El pasado martes 21 de octubre me registre en el casino BDM Bet a través de su página web, haciendo ese mismo día un depósito de 250€ mediante mi tarjeta bancaria.

Estuve jugando a la ruleta y realice unas 20 apuestas deportivas hasta el día 27 de octubre. Ese día al intentar acceder a la cuenta me comunicaba que mi cuenta había sido desactivada.

En ese momento, entre saldo y apuestas abiertas tenía 612.9€.

Tras ponerme en contacto vía email con el soporte de dicha web, me comunican que mi cuenta ha sido cerrada permanentemente por la administración debido a una actividad fraudulenta (???)

Tras interrogarles sobre este asunto, lógicamente no dan información la respecto, simplemente que esa decisión es irrevocable. 

Les comunico que acepto el cierre de mi cuenta a pesar de, por supuesto no haber cometido ninguna actividad fraudulenta, y les solicito que procedan a abonarme los fondos de la cuenta.

Sin embargo, recibo un nuevo email indicándome que las ganancias han sido confiscadas. Algo que contraviene cualquier derecho del jugador en este tipo de casinos y que genera una tremenda inseguridad en los jugadores y apostantes. 

No se puede permitir que un casino pueda cerrar tú cuenta sin precio aviso (no puedas acceder a tus registros), alegando un motivo el cual se niegan a especificar y quedándose tanto con el dinero depositado como las ganancias generadas.

Solicito su ayuda para resolver este conflicto y pueda recuperar mi dinero.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you have not received any notification from the casino prior to your account being deactivated?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Good morning Kristina, I will answer your questions in order:

I never received any notification warning me that my account was going to be deactivated. They simply deactivated it. Later, I contacted them via email and they told me that the administration had closed the account.

I failed the verification process because I had just opened the account 5 days before and it's a process I didn't have time to complete.

I did not accept any bonuses (I never do) so all of my earnings were generated without bonuses.

If you need more information, I'd be happy to provide it.

All the best

Buenos días Kristina, le respondo a sus preguntas por orden:

No recibí en ningún momento notificación alguna avisándome de que mi cuenta iba a ser desactivada. Simplemente la desactivaron. Luego contacte con ellos vía email y me dijeron que la administración había cerrado la cuenta.

No superé la verificación ya que la cuenta la acababa de abrir 5 días antes y es un proceso que no me dió tiempo a realizar.

No acepté ningún bono (nunca lo hago) por lo que la totalidad de mis ganancias fueron generadas sin bonos.

Si necesita más información estaré encantado de proporcionársela.

Un saludo

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good morning Kristina, I just sent you an email detailing everything that happened again and attaching some evidence such as proof of payment at the casino and the responses I am receiving from the casino via email.

I am at your complete disposal.

Greetings

Buenos días Kristina, le acabo de enviar un email detallando nuevamente todo lo sucedido y adjuntando algunas pruebas como justificante de ingreso en el casino y las respuestas que estoy recibiendo por parte del casino vía email.

Estoy a su completa disposicion.

Saludos

Dear lumega

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, Matej (matej.l@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,

Kristina

Thank you so much for everything, Kristina. I trust the work you do and I hope and wish you can help me resolve this issue.

All the best

Muchísimas gracias por todo Kristina. Confío en el trabajo que hacéis y espero y deseo que podáis ayudarme a solucionar este incidente.

Un saludo

Hello lumega, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BDM Bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with the account and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Good afternoon Matej, I would be happy to have a representative from the casino invited to the conversation.

This way you could clarify why my account was closed without prior notice after being open for 5 days.

According to the information provided by the casino, I have committed fraudulent activity and for this reason they are closing my account and confiscating my winnings.

To this day, after writing numerous emails, I still haven't been able to get them to tell me the specific reason why my account was closed, since I only played roulette for a few minutes and placed around 20 sports bets. Furthermore, they not only confiscated my winnings as they claim, but they also kept the €250 I deposited.

The casino considers the case closed and is ignoring my requests. I have also asked them to send me the reasons and evidence of the alleged fraud, which does not exist, and a record of my activity at the casino: deposits and withdrawals, as well as bets placed and open at the time of closure.

After two weeks I still haven't received a response from them beyond the fact that the decision is uniform and that they don't have to give me any explanation.

These actions are abusive and violate the rights of players who are left defenseless against this type of behavior by certain casinos.

If you would like more information, I would be happy to provide it.

I remain at your complete disposal.

Greetings

Buenas tardes Matej, estaré encantado de que un representante del casino sea invitado a la conversación.

De esta forma podría aclararnos porque han cerrado mi cuenta sin previo aviso después de 5 días abierta.

Según la informacion facilitada por el casino he cometido una actividad fraudulenta y por este motivo cierran mi cuenta y me confiscan las ganancias.

A día de hoy, tras escribir numerosos correos no he conseguido que me digan cuál es el hecho concreto por el que mi cuenta ha sido cerrado ya que solo jugué unos minutos a la ruleta y realice en torno a 20 apuestas deportivas. Además, no solo han confiscado las ganancias como ellos dicen sino que también se han quedado con los 250€ que ingresé.

El casino da el caso por cerrado y no atienda a mis peticiones. Igualmente les he solicitado que me envíen los motivos y las pruebas del supuesto fraude que no existe y una relación de mi actividad en el mismo: ingresos y retiradas, así como apuestas realizadas y apuestas abiertas en el momento del cierre.

Tras dos semanas sigo sin recibir una contestación por su parte más allá de que la decisión es uniforme y que no tienen que darme ninguna explicación.

Estos hechos son abusivos y vulneran los derechos de los jugadores que nos vemos indefensos ante este tipo de actuaciones por parte de determinados casinos.

Si desea más información estaré encantado de proporcionársela.

Quedo a su entera disposición.

Saludos

Dear lumega, I absolutely understand your point. Being banned without knowing the reason is very frustrating. I can't promise I will be able to share all the details if I receive them from the casino - due to the security reasons - but I will do my best to understand the reasoning behind the ban. If we find it not legitimate, I'll try to mediate a different outcome. But if the casino followed their T&C, I'll do my best to get you the answers regarding the whole situation, to give you at least some kind of closure.

Thanks Matej for your help. I'm completely convinced that I haven't violated the casino's terms and conditions. Either it's a mistake on their part, or it's fraudulent activity by the casino against me, misappropriating more than €600 of my money.

Thanks again

Gracias Matej por tu ayuda. Estoy completamente convencido de que no he incumplido los términos y condiciones del casino. O se trata de un error por su parte o se trata de una actividad fraudulenta del casino hacia mi persona, apropiándose de más de 600€ míos.

Gracias de nuevo

Dear lumega,

We will send you an email shortly with required documents to pass the verification process. Once the verification has been completed you will be able to withdraw your balance.

Dear Matej,

We have sent you an email with further information.

Best regards,

BDM Bet Casino

Thank you very much, I will await the aforementioned email to carry out the verification.

Greetings

Muchas gracias, quedo a la espera del citado correo para realizar la verificación.

Saludos

Dear lumega,

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.

Dear lumega,

We would like to inform you that, following the submission of the requested documents, your verification process has been successfully completed.  

You may now proceed to request a withdrawal of your balance. Should you encounter any issues that prevent you from making a withdrawal, please do not hesitate to contact us, and we will be glad to assist you.

Best regards,

BDM Bet Casino

Good afternoon, I'm trying to make a withdrawal on the website and it says my account isn't verified yet. I've uploaded the new document I was asked to submit.

All the best

Buenas tardes, entro en la web para realizar el retiro y me dice que no está la cuenta verificada aún. He vuelto a subir el nuevo documento solicitado.

Un saludo

Dear lumega,

Thank you for informing us of the issue. It was of a technical nature and has now been resolved. Please try to request a new withdrawal and let us know if the issue persists.

Thank you for your understanding.

Best regards,

BDM Bet Casino

Dear lumega, please let us know once you manage to request the withdrawal, or if there are any further issues.

Good afternoon Matej, the verification has been successfully completed and the withdrawal requested.

As soon as I receive the money, I will give notice to close the matter.

Many thanks for everything.

Buenas tardes estimado Matej, la verificación ha sido completada con éxito y la retirada solicitada.

En el momento que reciba el dinero, daré el aviso para cerrar el asunto.

Muchas gracias por todo.

Good evening Matej, I confirm that I have received the full amount owed in my account.

As far as I'm concerned, the problem has been resolved and the complaint can be closed.

Many thanks to Kristina, to you and casinoguru, because without you it would have been impossible to recover it.

Greetings

Buenas noches Matej, te confirmo que he recibido en mi cuenta la totalidad del importe adeudado.

Por mi parte, el problema ha sido resuelto y la queja puede ser cerrada.

Muchísimas gracias a Kristina, a ti y casinoguru ya que son vosotros habría sido imposible recuperarlo.

Saludos

Dear lumega,

I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the BDM Bet Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. :)

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru