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I've had withdrawals pending since March 31st. I've made withdrawals before, although they took longer than 24 hours.

Are they trying to find something wrong with my account because I'm withdrawing the daily limit?

I know other people who use the casino and this has never happened.

I've already filed a complaint on the complaint portal but there's been no response. The only answer customer support gives me is that I have to wait and that they can't do anything because it's not their business now. Wait what? 1 month? On top of that, the website says immediate payments... which is a scam.

I tried to withdraw 250€ on March 31st, I withdrew 250€ yesterday and I'm going to withdraw 171€ tomorrow, but they're all pending.

Tenho levantamentos pendentes desde 31 de Março. Já fiz levantamentos anteriormente, embora fossem demorados nunca passou de 24h.

Estão a tentar achar algum problema na minha conta pois estou a levantar o limite diário??

Sei de outras pessoas que usam o casino e nunca aconteceu isto.

Já fiz queixa no portal da queixa mas não houve resposta. A única resposta que o apoio ao cliente me dá é que tenho que esperar e que não podem fazer nada porque agora já não é com eles. Esperar mais quanto tempo? 1 mês? Ainda por cima no site diz pagamentos imediatos.. o que é uma fraude .

tentei fazer no dia 31 de março o levamento de 250€, fiz ontem de 250€ e amanhã vou fazer de 171€, mas ficam todos pendentes.

Dear riitaferreira92,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Okay, I'll wait. Thank you

Ok vou esperar. Obrigada

Thank you for your response.

If you do not receive your winnings by next Monday, if your withdrawal requests are canceled, or if you encounter any other issue, please let me know, and we will investigate the matter further.

Thank you for your patience and understanding.

They canceled my pending withdrawals and asked me to send documents to verify the account (this was 3 days ago) I sent the documents and the account was verified but they still say they are analyzing it and I have to wait... I had already made withdrawals before but ok... I really don't understand this wait. But I'll wait until next week. Thank you

Cancelaram os meus levantamentos pendentes e pediram para eu enviar documentos para verificar a conta (isto há 3dias) Enviei os documentos e a conta ficou verificada mas ainda dizem que a estão a analisar e tenho que esperar.. eu já tinha feito levantamentos antes mas ok.. Enfim não percebo mesmo esta espera. Mas vou esperar então até para a semana. Obrigada

I've just had my account deactivated ... they say it was fraud please help me! I played normally, everything was fine. I don't know what fraud they're talking about. Every time I won €50 I cashed out and had no active bonus. I think I had 382€ in the account, I had 500€ but I was playing while waiting for the withdrawals and I had losses.

They close the account

Acabaram-me me desativar a conta .. dizem que foi fraude por favor me ajudem! Eu joguei normalmente , estava tudo de acordo. Não sei que fraude estão a falar. Eu cada vez que ganhava 50€ eu levantava e não tinha nenhum bónus ativo. Acho que tinha 382€ na conta, tinha 500€ mas fui jogando enquanto esperava pelos levantamentos e tive perdas.

Eles fecham a conta

Thank you for keeping me updated. Please forward me the documents you sent to the casino for verification at veronika.f@casino.guru. Kindly specify which documents you provided and when exactly you sent them.

Good afternoon, I have already sent the documents and prints of the emails of the documents they requested and also that the account had been verified.

I provided proof of address, proof of the €80 deposit on March 29 and bank statements for two accounts. I sent the documents on April 5th.

p.s When the account was closed I think I only had 382€ and no longer 500€

Boa tarde, já enviei os documentos e prints dos e-mails dos documentos que pediram e também que a conta tinha sido verificada.

Forneci o comprovativo de morada, comprovativo do depósito de 80€ no dia 29 de Março e os extratos bancários de duas contas. Enviei os documentos no dia 5 de Abril.

p.s Quando a conta foi fechada acho que só tinha 382€ e já não 500€

Thank you very much, riitaferreira92, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay. Is she going to send me an e-mail or reply here?

Ok. Ela vai-me mandar e-mail ou responder por aqui?

Can't they respond more quickly? I always have to wait 6 days for a reply...

thank you

Não conseguem responder mais rápido? Tenho até esperar sempre 6 dias por uma resposta..

obrigada

Dear riitaferreira92,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BDM Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Did you read the whole conversation? My account has been closed and the reason is that my documents are false, which is a lie

Você leu a conversa toda? A minha conta foi encerrada e o motivo é que os meus documentos são falsos o que é mentira

Dear  BDM Bet Casino representative,

why was the player's account closed and what verification documents are needed?

Dear Jana,

The account has been closed, and the remaining balance confiscated due to violations of company policy, specifically Clause 12.1.

No further documentation for verification is required, as the decision is final based on the evidence collected.

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.

Additional proof regarding the specific breach has been sent to your email. Kindly review it at your earliest convenience.

Kind regards,

BDM Bet Casino

I hope you take a good look at my profile and game history. I didn't commit any fraud, I played as normal as anyone else... what do you mean exploiting software vulnerabilities, manipulating game results or delaying rounds to gain an unfair advantage? I don't even know how it's done! I've always played on my iPhone XS Max!!! What's more, they also said in the mail that my documents were fake! Where do we stand? Account fraud and forged documents?

I won a bigger amount and now they're saying it was fraud... They just don't want to pay!

Espero que vejam bem o meu perfil e o histórico dos jogos. Não cometi nenhuma fraude, joguei normalmente como qualquer outra pessoa.. como assim exploração de vulnerabilidades de software, manipulação de resultados de jogos ou atraso de rodadas para obter vantagem injusta?? Eu nem sei como isso se faz!! Joguei sempre no meu iPhone XS Max!!Além disso no mail também disseram que os meus documentos eram falsos! Em que ficamos? Fraude na conta e documentos falsificados?

Ganhei uma quantia maior e agora estão a dizer que foi fraude… Só não querem pagar!

This 'evidence' that the casino has, who can guarantee that it's real? I did everything according to the rules.

Essas ‘provas’ quê o casino tem, quem me garante que são verdadeiras? Fiz tudo de acordo com as normas.

I can see that it's not just my problem that they closed my account. There are other people in the guru casino who have had the same thing happen to them! They won a lot of money and closed their account! I really hope they analyze this casino scam and don't give them a reason! I just want my money back.

Estou a ver que o problema de terem fechado a conta não é só meu. Existem outras pessoas no casino guru que também lhes aconteceu o mesmo! Ganharam uma quantia grande e fecharam a conta! Espero mesmo que analisem esta fraude de casino e não lhes dêem razão! Só quero o meu dinheiro de volta.

Dear riitaferreira92,

please be informed that investigation takes time and we will notify you as soon as we will have some update worth sharing.

Dear BDM Bet Casino representative,

we take every accusations very seriously. Please send the proof of the specific breach to my email jana.k@casino.guru

Of course. I'm waiting for the casino to send me the evidence so I can present my defense.

Thank you

Concerteza. Aguardo o envio das provas por parte do casino para poder apresentar a minha defesa.

obrigada

Dear Jana,

Earlier this week, we sent an email containing the requested evidence. We have also sent a follow-up reply to that email to ensure it can be found easily.

If you have not received the email, please let us know, and we will be happy to resend it.

Best regards,

BDM Bet Casino

Dear Casino Guru team,

Thank you for your intermediation so far, I would like to remind you that my account was closed without prior notice and with the unfounded allegation of "fraud" without me having committed any violation of the rules. Furthermore, Bdmbet withheld my funds without providing me with any proof of the allegations.

I have already tried to resolve the situation directly with Bdmbet support, to no avail. I haven't received any concrete explanations or access to my balance.

I would therefore like to ask Casino Guru once again for its support:

Bdmbet provide formal proof of the allegation made against me or, failing that, immediate payment of my wrongfully withheld funds.

I am writing to express my concern at the delay in resolving my complaint against Bdmbet. More than a month has passed since I submitted the case, and so far I have not received a concrete solution.

I have already provided all the necessary information and cooperated with the mediation process to the best of my ability.

I respectfully request that you prioritize this case or at least provide me with a clear update on the current stage of the mediation. If there is no progress soon, I will consider other forms of complaint and legal assistance.

Thank you for your attention and I look forward to a reply.

Prezada equipe da Casino Guru,

Agradeço pela intermediação até o momento, relembro que a minha conta foi encerrada sem aviso prévio e com a alegação infundada de "fraude’’ sem que eu tenha cometido qualquer violação às regras. Além disso, a Bdmbet reteve os meus fundos, sem me apresentar provas do que foi alegado.

Já tentei resolver a situação diretamente com o suporte da Bdmbet, sem sucesso. Não obtive explicações concretas nem acesso ao meu saldo.

Dessa forma, peço novamente o apoio da Casino Guru para que:

A Bdmbet apresente provas formais da alegação feita contra mim ou, na ausência disso, que seja feito o pagamento imediato dos meus fundos retidos de forma indevida.

Escrevo para expressar a minha preocupação com a demora na resolução da minha reclamação contra a Bdmbet. Já se passou mais de um mês desde que submeti o caso, e até agora não obtive uma solução concreta.

Já forneci todas as informações necessárias e colaborei com o processo de mediação da melhor forma possível.

Peço, com todo o respeito, que deem prioridade a este caso ou ao menos me forneçam uma atualização clara sobre o estágio atual da mediação. Caso não haja avanço em breve, considerarei outras formas de denúncia e assistência legal.

Agradeço a atenção e aguardo uma resposta.

Dear riitaferreira92,

I understand your frustration. I'm communicating with a casino representative and awaiting their response. Please allow time for further investigation and resolution. I will update you as soon as I have a clear explanation.

Dear Jana,

We apologize for the delay. Additional information has been sent to you via email. Kindly review it at your earliest convenience.

Best regards,

BDM Bet Casino

Dear riitaferreira92,

please allow additional time for case investigation.

The accusation of fraud without any concrete evidence is serious. The lack of response from Casino Guru after three months is equally worrying, especially considering that Bdmbet has already been involved in similar cases, some of which were resolved only after public pressure or direct intervention.

To date, I have received no meaningful update on the process, which I find extremely frustrating and disrespectful to those who have relied on your service to mediate such a situation.

Please provide me with an urgent response on the status of this complaint and the next steps. If I don't hear back, I will have to consider other means - including public denunciation, regulatory authorities and, if necessary, legal support.

Thank you in advance for your attention.

A acusação de burla sem apresentação de provas concretas é grave. A falta de resposta por parte do Casino Guru após três meses é igualmente preocupante, especialmente considerando que o Bdmbet já esteve envolvido em casos semelhantes, alguns dos quais foram resolvidos apenas após pressão pública ou intervenção direta.

Até ao momento, não recebi nenhuma atualização significativa sobre o processo, o que considero extremamente frustrante e desrespeitoso para quem confiou no vosso serviço para mediar uma situação assim.

Solicito, por favor, uma resposta urgente sobre o estado desta reclamação e os passos seguintes. Caso não obtenha retorno, terei de considerar recorrer a outros meios — incluindo denúncia pública, autoridades reguladoras e, se necessário, apoio legal.

Agradeço desde já pela atenção.

Dear riitaferreira92,

We understand the complexity and your frustration; please allow us more time to investigate as we work towards the best possible outcome.

Dear BDM Bet Casino representative,

We communicated via email regarding your accusation that the player's pattern violated casino policy. We found the provider's evidence insufficient and request additional information.

Dear Jana,

We have sent an email with further proof and information.

Best regards,

BDM Bet Casino

Dear riitaferreira92,

We are still investigating the sensitive information provided by the casino and require more time to reach a conclusion. We will provide any new information that helps resolve the issue.

Thank you for the update and I hope it's resolved quickly as it's been too long.

Agradeço a atualização e espero que se resolva rapidamente pois já passou demasiado tempo.

Dear Jana,

We have provided further information on breach of our Terms and Conditions.

Thank you for your time and attention.

Best regards,

BDM Bet Casino

Dear BDM Bet Casino representative,

thank you for your reply. Please allow time for investigation as we reach a conclusion.

Dear riitaferreira92,

Due to the aforementioned reasons this complaint will now be rejected. Thank you for your understanding. The casino has provided us with the relevant evidence that you have breached bonus terms and conditions and also created multiple accounts which is not in compliance with casino´s terms and conditions.

We’ve reopened this complaint at the request of riitaferreira92. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear riitaferreira92,

we´re not entitled to disclose the evidence from the casino. The evidence is solid enough to prove the breach in casino´s terms. I recommend you contact the Curacao Gaming authority (https://www.gbo-intl.com/contact-us/) and submit a complaint to them. I am sorry I could not be of more help on this occasion.

Best regards,

Jana

Dear riitaferreira92,

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.

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,
Jana
Casino.Guru