BDM Bet Casino - プレイヤーの賞金の受け取りがカジノによって遅れています。

Casino name: BDM Bet

Complaint subject: Casino refuses to pay my €[ 1000 € ] winnings

Date of incident: [ August 1st ]

Complaint body:

Hello,

I am submitting this complaint regarding unpaid winnings from my verified account at BDM Bet Casino.

Username / Account ID: [hidden by Casino Guru]

Date of Win: [ August 1st (02:11) ]

Game / Event: [ AviatriX ]

Amount Won: [ 1000 € ]

My account has passed full KYC verification. I have not violated any terms and conditions so they have no reason not to pay out my winnings.

Since then, I have contacted customer support multiple times, but I keep receiving delays or no concrete response at all.

This situation is unacceptable for a licensed gambling operator. I kindly request Casino Guru to assist me in getting my winnings paid in full.

They don't want to pay my winnings to my balance.

I am attaching:

Screenshot of the winning result

Screenshot of my verified account status (KYC completed)

Screenshots of my communication with support

Thank you for your assistance.

Best regards,

[personal information hidden by Casino Guru]

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to better understand your situation:

• Could you please clarify if your winning bet of €1,000 has been credited to your balance?
• Can you see this win recorded in your gaming history?
• Do you have any other evidence confirming the €1,000 win from this bet, such as a video of your gameplay?
• Have you noticed any bugs or errors while playing Aviatrix?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

They did not credit my winnings to my balance.

My winnings aren't showing up in my history either. They had a problem after I won and don't want to pay out my winnings.

How did I know there would be a problem? I managed to take a screenshot, and everything is clearly visible there.

Sie haben meine Gewinne nicht meinem Guthaben gutgeschrieben.

Mein Gewinn wird auch nicht im Verlauf angezeigt. Nach dem Gewinn hatten sie ein Problem und möchten meinen Gewinn nicht auszahlen.

Woher wusste ich, dass ein Problem auftreten würde? Ich habe es geschafft, einen Screenshot zu machen, dort ist alles deutlich zu sehen.

Unfortunately, if the bet is not recorded in your gaming history, we do not have enough evidence to rely on. A single screenshot is not sufficient to confirm that an error occurred. We would need to review the full game round in your account’s history to verify whether the wager was accepted by the casino and how it was evaluated. It is also possible that the bet was never accepted, in which case no money would have been deducted from your balance before the round began.

Additionally, the screenshot you provided does not show when the alleged win took place or even confirm that it was taken from your account. Without this essential information, we cannot proceed further.

Regrettably, unless you are able to provide additional evidence on which we could base your complaint, we will have to reject this case.

Dear israil6489172,

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.