BDM Bet Casino - Das Konto des Spielers wurde ohne Begründung geschlossen.

Good evening, I had an account with BDMBet casino, but after a while I decided to close the account because I didn't agree with the withdrawal limits they had.

At the time I requested the closure, I was asked for my IBAN to make the payment of the amount I had in the bank (€500.30), I sent the IBAN and it was processed and accepted (I had this confirmation through chat communication with an agent).

In the meantime I was sent emails to find out when the payment would be made, at first they still replied, but they simply stopped replying, so I decided to get back in touch via the Respect Casino chat, and to my amazement the agent who answered me said the following "Your account has been closed due to a breach of the Terms and Conditions, and this prevents us from reopening it, unfortunately. According to the Terms and Conditions, in case of any kind of violation, the account may be closed permanently, without the option of reopening, and the amounts may be confiscated. I'm sorry, but there's no way to reopen the account"

In other words, they changed the whole conversation (so as not to pay, I suppose) because at no time was the account closed for "violation of terms and conditions", but rather at my request and I have proof of all the conversations I had via chat.

So I turn to you in the hope that you can help me.

Boa noite, eu tinha conta aberta do casino BDMBet, mas passado um tempo decidi pedir encerramento da conta por não concordar com os limites de levantamento que eles tinham.

Na altura em que pedi o encerramento, foi-me pedido o meu IBAN para fazerem o pagamento do valor que eu tinha em banca (500,30€), eu enviei o IBAN foi processado e foi aceite (tive essa confirmação através de comunicação pelo chat com um agente).

Entretanto fui enviado emails através de email para saber quando seria feito o pagamento, no início ainda repondiam, mas simplesmente deixaram de responder, então decide voltar q entrar em contacto através do chat do respeito casino, e para meu espanto o agente que me atendeu disse o seguinte "Sua conta foi encerrada devido a uma violação dos Termos e Condições, e isso nos impede de reabri-la, infelizmente. De acordo com os Termos e Condições, em caso de qualquer tipo de violação, a conta poderá ser encerrada permanentemente, sem a opção de reabertura, e os valores poderão ser confiscados. Sinto muito, mas não há como reabrir a conta"

Ou seja, mudaram a conversa toda mudaram a conversa toda (pra não pagar, suponho eu) porque a conta em momento algum foi encerada por "violação de termos e condições", mas sim a meu pedido e tenho provas de todas as conversas que tive pelo chat.

Portanto dirijo-me a vós na esperança que me possam ajudar.

Hello NicholasVontae,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BDM Bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Looking forward to your answer.

Regards,

Nick

Good morning, after sending the IBAN I was verified and confirmed via the casino chat by an agent on 02/03/2025.

The winnings were accumulated with real money, I never used bonuses.

They have stopped replying to my emails since the 2nd (previously they would reply after hours or even minutes to any question).

Bom dia, após envio do IBAN vou verificada e confirmada através do chat do casino por um agente no dia 02/03/2025.

Os ganhos foram acumulados com dinheiro real, nunca usei bónus.

Deixaram de me responder aos emails desde dia 2 (anteriormente respondiam passado horas ou mesmo minutos a qualquer questão que fosse).

Thank you NicholasVontae for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello NicholasVontae,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite BDM Bet Casino to join the conversation.

Dear BDM Bet Casino,

I would be grateful if you could provide clarification on the matter concerning the reported rule violations, especially considering that the player had previously chosen to close their account voluntarily. Furthermore, could you inform us of the timeline for the disbursement of the disputed funds to the player?

If there are any other relevant details that may influence this situation, please share them along with any supporting documentation to my email at michal.k@casino.guru.

Hello!

The user's account was initially closed at their request due to dissatisfaction with the withdrawal limits. Subsequently, our dedicated team requested additional verification documents, which were duly submitted and successfully verified.

However, during the course of our investigation, it was determined that the user had violated our Anti-Fraud Policy and Terms and Conditions.

Although the winnings were generated from the user's own deposits, the breach of our Terms and Conditions necessitated the confiscation of these funds.

The Company enforces a strict anti-fraud policy, utilizing advanced tools and techniques to detect fraudulent activities. If a player is suspected of engaging in fraudulent actions - such as collusion, chargebacks, multiple account creation, or other forms of misconduct - the Company reserves the right to terminate the account and suspend all payouts at its sole discretion, without prior notice. Additionally, the Company may report such activities to relevant regulatory authorities. Fraudulent behaviour includes but is not limited to, exploiting software vulnerabilities, manipulating game outcomes, or delaying game rounds to gain an unfair advantage.

Best Regards,

BDM Bet Casino

Present proof of what you're saying.

You just can't accuse people just because you want to.

I mean, before I asked for the account to be closed, everything was fine with the withdrawals and everything... In fact, before I asked for the account to be closed, I had a 250€ withdrawal approved by you... it was only a matter of time before I received the amount, but since I decided to ask for the account to be closed, you blocked that amount, along with the rest I had in my bank account... which totals 500.30€

Apresentem as provas daquilo que falam..

Vocês simplesmente não podem acusar as pessoas só porque sim.

Quer dizer, antes de pedir o encerramento da conta, tá tava tudo bem com os levantamentos e tudo mais... Aliás antes de pedir o encerramento da conta, eu tinha um levantamento de 250€ aprovado por vocês... era só uma questão de tempo até receber o valor, mas como eu decidi pedir o encerramento da conta, vocês bloquearam esse valor, juntamente com o restante que tinha em banca... oque totaliza os tais 500,30€

Dear BDM Bet Casino,

Thank you for your email. I have responded back with some additional questions to better understand the situation.

Dear NicholasVontae,

Could you kindly verify whether any of your family members or friends hold an account with BDM Bet Casino? If so, have you ever made identical bets or participated in the same games as they have?

Good, I don't know any friends or family who have an account at that casino.

However, the only games I've played there are Bac Bo and Lightning Roulette

Boas, desconheço amigos ou familiares que tenham conta aberta nesse casino.

Contudo os únicos jogos que joguei lá foram Bac Bo e lightning roulette

Dear NicholasVontae,

Thank you for the confirmation.

Dear BDM Bet Casino,

I have sent another email sharing my perspective on the matter. I look forward to hearing back from you.

Dear Michal,

We have provided additional clarification on this matter and have sent the explanation for your review.

Please take the time to review the details at your earliest convenience. 

Thank you for your time and attention.

Best regards,

BDM Bet Casino

Thank you for your messages with information and evidence, BDM Bet Casino Team.

Dear NicholasVontae,

After a comprehensive review of the information and evidence submitted by the casino team, it has been determined that your gameplay utilized an opposite betting strategy that is not allowed. This gameplay of yours was recognized even by the game provider and is in violation of the casino's anti-fraud policy. The casino team is obligated to act in accordance with their terms and conditions, which you accepted when you registered your account.

Consequently, we are unable to proceed with your complaint and must, unfortunately, reject it. I encourage you to review the casino's terms and conditions and ensure compliance. Alternatively, if you disagree with the casino's terms, you always have the option to close your account or refrain from playing at this particular casino.

I regret that we could not assist you further in this matter. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will do our utmost to assist you.

Best regards,

Michal

Casino Guru