Bm.bet Casino - A retirada do jogador está atrasada devido a solicitações de documentos.

I deposited 40 euros and won a total of 100. I have sent all the documents for account verification so that I can make a withdrawal. However, they keep emailing me, asking for the same documents that I have already sent them.

κατεθεσα 40 ευρω κερδισα συνολο 100 τους εχω στειλει ολα τα εγγραφα για επαληθευση λογαριασμου ωστε να μπορω να κανω αναληψη και αυτοι μου στελνουν μειλ και μου ζητανε τα ιδια εγγραφαπου τους εχω στειλει.

Hello coolies,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

the procedure started from 9/08/2024.

THEY DO NOT KNOW WHICH DOCUMENTS HAVE BEEN APPROVED THEY ASK ME EVERY TIME FOR THE SAME DOCUMENTS I HAVE SENT THEM.

THE LAST TIME I SPOKE WAS TODAY.

CALL THEM HERE TO FIX IT THROUGH YOU.

η διαδικασια ξεκινησε απο 9/08/2024.

ΔΕΝ ΜΟΥΛΕΝΕ ΠΟΙΑ ΕΓΓΡΑΦΑ ΕΧΟΥΝ ΕΓΚΡΙΘΕΙ ΜΟΥ ΖΗΤΑΝΕ ΚΑΘΕ ΦΟΡΑ ΤΑ ΙΔΙΑ ΕΓΓΡΑΦΑ ΠΟΥ ΤΟΥΣ ΕΧΩ ΣΤΕΙΛΕΙ.

ΤΕΛΕΥΤΑΙΑ ΦΟΡΑ ΠΟΥ ΜΙΛΗΣΑ ΗΤΑΝ ΣΗΜΕΡΑ.

ΦΩΝΑΞΤΕ ΤΟΥΣ ΕΔΩ ΝΑ ΤΟ ΛΥΣΟΥΜΕ ΜΕ ΔΙΑΜΕΣΟΛΑΒΗΤΗ ΕΣΑΣ.

Hello coolies,

As mentioned above, verification takes up to 14 days. Please forward all the documents they request and let us know after 2 weeks if there's been any update.

ok

THEY DO NOT ACKNOWLEDGE MY ACCOUNT I HAVE SENT ALL THE DOCUMENTS THEY ASKED FOR AND THEY SAY EXCUSES

ΔΕΝ ΜΟΥ ΠΙΣΤΟΠΟΙΟΥΝ ΤΟ ΛΟΓΑΡΙΑΣΜΟ ΤΟΥς ΕΧΩ ΣΤΕΙΛΕΙ ΟΛΑ ΤΑ ΕΓΓΡΑΦΑ ΠΟΥ ΜΟΥ ΖΗΤΗΣΑΝ ΚΑΙ ΛΕΝΕ ΔΙΚΑΙΟΛΟΓΙΕΣ

14 days have passed and they are not certifying my account

περασαν οι 14 μερες και δεν μου πιστοποιουν το λογαριασμο

WILL SOMEONE ANSWER?

ΘΑ ΑΠΑΝΤΗΣΕΙ ΚΑΠΟΙΟΣ?

Thank you coolies for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

WHAT'S UP WITH THE SUBJECT???

ΤΙ ΓΙΝΕΤΑΙ ΜΕ ΤΟ ΘΕΜΑ???

Hello, coolies,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Bm.bet Casino team,

Could you please explain the player's situation in more detail? Can you check the provided documents and provide him with detailed instructions on what needs to be done on his side to complete the KYC/verification and/or withdraw his winnings?

Dear Branislav, 

We would like to note that we accepted the player's identity and deposit documents that were suitable for the verification process. The player still has to confirm his address and bank statement, where we can see all the data needed for verification.

These documents must not contain photoshop, unfortunately we had to reject some documents due to the presence of document editing.

We also want to point that all verification for this player were processed according to our general rules about that process. And we are ready to help the player through this procedure.

Following clause 5.1 of our T&Cs player must provide us with all information that we may request in order to manage player's account, verify player's identity or the source of the funds deposited to player's account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used for the period of up to 12 (twelve) months, including bank or credit/debit card statements etc.

Feel free to ask us about any clarifications about this case.

I HAVE SENT YOU AN ELECTRICITY BILL AND BANK STATEMENT TO VERIFY THE BANK ACCOUNT AND DELETED MY TRANSACTIONS FROM THE BANK STATEMENT BECAUSE THEY ARE NOT ABOUT YOU.

ΣΑΣ ΕΧΩ ΣΤΕΙΛΕΙ ΛΟΓΑΡΙΑΣΜΟ ΗΛΕΚΤΡΙΚΗΣ ΕΝΕΡΓΕΙΑΣ ΚΑΙ BANK STATEMENT ΓΙΑ ΕΠΑΛΗΘΕΥΣΗ ΤΡΑΠΕΖΙΚΟΥ ΛΟΓΑΡΙΑΣΜΟΥ ΚΑΙ ΕΣΒΗΣΑ ΑΠΟ ΤΟ BANK STATEMENT ΤΙΣ ΣΥΝΑΛΛΑΓΕΣ ΜΟΥ ΓΙΑΤΙ ΑΥΤΕΣ ΔΕΝ ΣΑΣ ΑΦΟΡΟΥΝ.

SOME SCAMMERS USED MY CARD DETAILS AND GRABBED MY MONEY.

ΚΑΠΟΙΟΙ ΕΠΙΤΗΔΕΙΟΙ ΧΡΗΣΙΜΟΠΟΙΗΣΑΝ ΤΑ ΣΤΟΙΧΕΙΑ ΤΗΣ ΚΑΡΤΑΣ ΜΟΥ ΚΑΙ ΜΟΥ ΑΡΠΑΞΑΝ ΧΡΗΜΑΤΑ.

Dear coolies,

Thank you for your cooperation.

You can upload your second document in pdf in your profile, so it won't be cropped. After that, our financial department will check your documents again for your verification. First photo can't be accepted since it was edited.

Feel free to ask us about any clarifications about this case.

I'VE EMAILED YOUR SECOND ONE 100 TIMES

ΤΟ ΔΕΥΤΕΡΟ ΣΑΣ ΤΟ ΕΧΩ ΣΤΕΙΛΕΙ 100 ΦΟΡΕΣ ΣΤΟ ΜΕΙΛ

WHY DO YOU WANT TO SEE MY TRANSACTIONS??????????????????????????????

ΓΙΑΤΙ ΘΕΛΕΤΕ ΝΑ ΔΕΙΤΕ ΤΙΣ ΣΥΝΑΛΛΑΓΕΣ ΜΟΥ???????????????????????????

Why don't you answer???

Γιατι δεν απαντάτε???

DEAR NICK WILL YOU TAKE A SEAT?

ΑΓΑΠΗΤΕ NICK ΘΑ ΠΑΡΕΤΕ ΘΕΣΗ?

Dear coolies,

Thank you for your response.

You can upload your second document, that you've sent here, in pdf in your profile, so it won't be cropped. After that, our department will review it. This document is necessary for full account verification.

Feel free to ask us about any clarifications about this case.

MY PROFILE DOESN'T ALLOW ME TO UPLOAD PDF FILES

ΔΕΝ ΜΟΥ ΔΙΝΕΙ ΤΗ ΔΥΝΑΤΟΤΗΤΑ ΤΟ ΠΡΟΦΙΛ ΝΑ ΑΝΕΒΑΣΩ ΑΡΧΕΙΑ PDF

I SENT IT TO YOUR EMAIL

ΤΟ ΕΣΤΕΙΛΑ ΣΤΟ ΜΕΙΛ ΣΑΣ

Dear coolies,

Thank you for your response.

As we can see, your account has been successfully verified after uploading all documents. We hope you will get your winnings to your balance as soon as possible, withdrawal will be made according to our rules.

We appreciate your cooperation, if you have any questions you can always contact our support team for any clarification.

Greetings all,

Thank you both for your replies and updates.

Dear coolies,

Can you provide us with an update?

At this point, I sincerely believe it should only be a matter of time before the payment comes to you (if it has not yet).

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Is there anything else we can help you with or I can consider the matter closed after a successful withdrawal?

THE MONEY WILL NOT BE DEPOSITED TO ME THEY ARE FAKE

ΔΕΝ ΜΟΥ ΚΑΤΑΘΕΤΟΘΝ ΤΑ ΧΡΗΜΑΤΑ ΕΙΝΑΙ ΨΕΥΤΕΣ

MR BRANISLAV THEY ARE SCAMMERS THEY DON'T WANT TO GIVE ME THE MONEY

ΚΥΡΙΕ BRANISLAV ΕΙΝΑΙ ΑΠΑΤΕΩΝΕΣ ΔΕΝ ΘΕΛΟΥΝ ΝΑ ΜΟΥ ΔΩΣΟΥΝ ΤΑ ΧΡΗΜΑΤΑ

Dear coolies,

As mentioned above, your account should have been successfully verified after uploading all documents.

If your withdrawal was cancelled, did you request a new one? If yes, what is the status of it? If not, why, and can you do it?

Can you see your balance or a pending withdrawal in your account? It would be great if you could provide us with a more detailed clarification on what is happening now on your account. We would definitely need more details and explanation.

To be honest, I see nothing relevant from your last 2 posts.

THEY TOLD ME ON SUPPORT CHAT THAT EVERYTHING IS OK BUT THE MONEY HAS NOT BEEN DEPOSITED YET

ΜΟΥ ΕΙΠΑΝ ΣΤΟ SUPPORT CHAT ΟΤΙ ΟΛΑ ΕΙΝΑΙ ΕΝΤΑΞΗ ΑΛΛΑ ΔΕΝ ΜΟΥ ΕΧΟΥΝ ΚΑΤΑΤΕΘΕΙ ΑΚΟΜΗ ΤΑ ΧΡΗΜΑΤΑ

Dear coolies,

Where did you expect the money to be deposited? Do you mean your payment method or do you mean your casino account balance?

Where are the disputed funds now, please? Is there any pending withdrawal, or, was there any withdrawal which was denied and those funds were returned back to your balance? Can you request a withdrawal or inform us what is the status of an existing withdrawal request if there is any?

If you did not request a withdrawal, and your funds are still in your balance on the casino account, it is understandable that no one will process a withdrawal if there is no withdrawal request.

I have requested a withdrawal and I am waiting for them to be credited

εχω ζητησει αναληψη και περιμενω να πιστωθουν

Alright, coolies. Thank you for the update.

At this point, I really sincerely believe it should only be a matter of time before the payment comes to you.

I will keep the complaint open pending your confirmation of a successful withdrawal or another update.

Looking forward to hearing good news from you soon. Please note it usually takes some time until the withdrawal is completely processed.