BDM Bet Casino - La retirada del jugador se ha retrasado cuatro meses.

I got a 1336€ win with BDM Bet Casino back in March and cannot get it from them. I carried out a live selfie, uploaded passport, proof of 2 accounts for deposit and withdrawal, proof of address, proof I have a salary income, over 3 months pay slips with statements showing my income received, wealth questionnaire completion, lifetime transactions from the account I used to deposit 270€ and each time I get the below email sent to me. I told the Casino numerous times that I opened the account on the 13th of March which is outlined on my statement.

"Source of wealth must show the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)."

I would like for the casino to please tell me EXACTLY what they require as I have been compliant and have no issues providing documents as long as I can get it.

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.

• Is your account accessible, or has it been blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please explain how much you deposited in the casino
• Could you please share with me your most relevant communication with the casino regarding the issue? 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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Tomas,

To answer your questions:

Is your account accessible, or has it been blocked? yes, I can access it.

Did you achieve your current balance with the help of a bonus? Yes

Could you please explain how much you deposited in the casino. I deposited 270 euro

I have emailed you the relevant communication.

Thank you. 

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.

Hello AllForCullen,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear AllForCullen,

Please be informed that the verification process concerning your account remains underway. Our commitment to full compliance with applicable Know Your Customer (KYC) and Anti-Money Laundering (AML) policies, as specified in our Terms and Conditions, necessitates that certain verification steps be completed thoroughly and without deviation.

In this regard, we kindly request you to provide official documentation supporting the large transactions reflected in your bank records dated February 7 (BEE), February 6 (TC), and January 22 (TOM). Having previously stated that these transactions pertain to an inheritance, we would appreciate the submission of any formal legal documents or equivalent certifications confirming this.

Thank you for your prompt attention to this matter.

Dear Matej,

We have also forwarded additional details to your email for your consideration. Please review them at your earliest convenience.

Kind regards,

BDM Bet Casino

Dear DMB Bet,

For those amounts into my bank account that you are querying, they are from an inheritance, and unfortunately, I do not have any documents as they were just sent to my account, they are not such huge amounts and have nothing to do with my ability to afford depositing into your casino. I would not like this to go in circles again and would like the fastest way to have it resolved. Since I do not have the document you want, what else can I provide or do to move forward in order to complete your extensive verification process and get my winnings?

Dear AllForCullen and DMB Bet Casino Representative,

I apologize for the delayed response. I was attending a conference, and it took me some time to go through all the documents thoroughly.

I would like to highlight that the purpose of the affordability check is to confirm that the player is not depositing funds they cannot legally obtain or afford.

After reviewing all the payslips and bank statements provided by AllForCullen, I can say with complete confidence that this is not the case here.

From the casino’s perspective, it was noted that AllForCullen received €10,400 from an unknown source. However, considering that his actual deposits were significantly lower—and clearly within his income—he is clearly capable of affording those deposits even without these extra funds.

AllForCullen stated that these funds came from an inheritance, though he does not have official documentation to prove it. It is quite common in my country for family members (if they have a good relathionship) to redistribute inheritance informally— after the legal process is complete—without any official documentation.

Given that AllForCullen’s deposits are entirely supportable by his financial position, I do not see a compelling reason for the casino to require exhaustive proof of every bank transaction.

If the casino remains unwilling to release the winnings, we recommend that the player submit an appeal to GCB. (I will gladly help with that)

I would like also mention consulted this case with two other experts in the field, and they reached the same conclusion.

Once again, I apologize for the delay and thank you for your patience.

Thank you so much for your reply Matej, will be waiting for the casinos response.

BDM Bet - I have been very transparent and cooperative, but the document you want simply does not exist.

Matej, how do we do ahead to make an appeal on GCB? as I am not familiar with the process.

Hello AllForCullen,

We understand your concerns, but it is important to clarify that BDM Bet Casino operates strictly within the framework of regulatory requirements and internal procedures designed to protect both our players and the integrity of our platform. These procedures, including account verification, are mandatory and applied equally to all users.

Our position is firmly supported by our Terms & Conditions and the applicable legal framework. All steps taken and all correspondence on this matter have been carefully documented. If the requested documents are supplied, we will be able to move forward with your verification process. Until then, we are unable to change our stance.

Your case cannot proceed until the requested documents are submitted and validated according to the required standards. Regardless of explanations or personal circumstances provided, our obligations under AML (Anti-Money Laundering) and KYC regulations require us to confirm the lawful origin of funds. Unfortunately, informal or undocumented transfers cannot be accepted as proof under these obligations.

We also want to underline that the documentation request has valid grounds and is not arbitrary. All such requests are substantiated by compliance requirements and by the data available to us.

We therefore ask once more for your cooperation in providing the required documentation. Without it, we regret that our ability to assist is limited and the matter must remain on hold.

Best regards,

BDM Bet Casino

Can we finalize this casino guru? guide me to a lawyer or GCB complaint.

Dear AllForCullen,

I will shortly contact you via email and explain to you step-by-step process how to proceed in this situation.

Thanks Matej.

Hi Matej, I still have not received your mail.

After correspondence via email with the player, we have decided to close this case for now, marking its status as "waiting for regulator’s decision.

Dear AllForCullen,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

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,
Matej
Casino.Guru