BDM Bet Casino - Es gibt Probleme bei der Verifizierung des Spielerkontos.

Hello. I have been playing on the site for months and had a great experience. They have always paid promptly and fairly. Today, after a few days of playing at a friend’s house, they are asking me for account verification with an IBAN that doesn't belong to me and has never been used for depositing funds. Perhaps they noticed from the IP address that I also connected using his phone and now they're requesting documentation that isn't mine. I'm afraid to send it because they might close my account. I must emphasize that I have never used it and I find it absurd that I'm being forced to do these verifications that don't relate to my cards. Again, I have never used other withdrawal methods linked to the requested IBAN.

Salve. Io ho giocato per mesi sul sito e mi sono trovato benissimo.. mi hanno sempre pagato bene e velocemente.. oggi dopo alcuni giorni in cui ho giocato anche a casa di un mio amico mi richiedono una verifica conto con un IBAN che non mi appartiene e che nn è mai stato usato per versare.. forse dall’indirizzo IP hanno visto che mi sono collegato anche con il suo cellulare e ora vogliono queste documentazioni non mie.. io ho paura di inviarle perché potrebbero chiudermi il conto. Ribadisco che non è mai stato usato e reputo assurdo che io sia obbligato a fare queste verifiche che non riguardano le mie carte.. ripeto.. mai usati altri metodi di prelievo riconducibili all’Iban richiesto

Dear ttore90,

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 used your friend's phone to log into your casino account?
• Could you please clarify if your friend also has an account at this casino?
• Have you provided your own documents to verify your identity in the past?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes, after my positive experience he also created his account but after a while he closed it. Sometimes we played from his cell phone with my account... I verified everything correctly but now they ask to verify a bank statement that is not mine... I made 4 withdrawals all paid on another IBAN while they say that I used this other one during the withdrawal phase.

Sì anche lui dopo la mia esperienza positiva aveva creato il suo account però dopo poco l’ha chiuso. Qualche volta abbiamo giocato dal suo cellulare col mio account .. io ho verificato tutto in maniera corretta ma ora chiedono di verificare un estratto conto bancario che non è mio.. ho effettuato 4 prelievi tutti pagati su un altro iban mentre loro dicono che ho usato questo altro in fase di prelievo.

Thank you very much for your reply, ttore90. 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.

Dear ttore90,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.