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I am having trouble withdrawing funds from BDM Bet Casino. I don't necessarily want to blame the casino itself, as it is possible that the problem is on the side of my cryptocurrency wallet (OKX).

The situation is as follows:

I tried to withdraw EUR 1,000, with another EUR 2,000 remaining in my player account.

The casino is asking me for a confirmation from OKX, which according to their official support response is not provided. The casino required a document that shows a specific deposit and contains the following information: name, transaction amount, receiver's name, transaction ID, time, or date.

So I uploaded a screenshot of my OKX withdrawal history and the transaction details shown in Etherscan. However, the casino replied: "The proof of deposit does not have your name, transaction amount, receiver's name, transaction ID, time, or date." and rejected several documents I was able to obtain from OKX.

I then wrote to OKX support, where I copied the casino's exact request, and received this response:

"Dear Miroslav,

Thank you for contacting OKX support.

We understand that you are requesting an official receipt for your previous withdrawal transaction. While we are unable to issue a formal receipt, we are pleased to provide the transaction details directly in this email for your reference."

However, my name and the casino's name were missing from the transaction details - there was only a crypto address. So I asked if they could send me a document where the name was listed. OKX's response was:

"Dear Miroslav,

Thank you for your prompt response.

Regarding your inquiry, please note that for security and privacy reasons, official receipts or transaction details do not display your account name. This measure is in place to protect your personal information.

Additionally, please be advised that while you may update your nickname, the registered account name cannot be modified or shown in transaction records. The statement that you showed to us is the official detail for the withdrawal."

I uploaded the email responses, including transaction details, that OKX sent me to the casino. Everything was rejected again with a very similar sentence: "The proof of deposit does not have your name, transaction amount, receiver's name, transaction ID, time, or date."

This puts me in a deadlock - the casino insists on a document that OKX does not issue, and without it the withdrawal is not completed.

I am attaching all relevant screenshots from communication with both the casino and OKX.

Therefore, I would like to ask for help in clarifying whether I have just missed something important or whether the casino really requires a document that cryptocurrency exchanges do not provide, and whether this request by the casino is justified. I would like to know how I can withdraw my funds.

Thank you in advance for your help,

Miroslav

Mám problém s výběrem prostředků z BDM Bet Casino. Nechci tímto nutně obviňovat samotné kasino, protože je možné, že problém vzniká na straně mé kryptoměnové peněženky (OKX).

Situace je následující:

Pokusil jsem se vybrat částku 1 000 EUR, přičemž dalších cca 2 000 EUR zůstává na mém hráčském účtu.

Kasino po mně požaduje potvrzení od OKX, které však podle oficiální odpovědi jejich podpory není poskytováno. Kasino vyžadovalo dokument, který ukazuje konkrétní vklad a obsahuje následující údaje: name, transaction amount, receiver’s name, transaction ID, time, or date.

Uploadoval jsem tedy screenshot z historie výběrů z OKX i detaily transakce zobrazené v systému Etherscan. Kasino však odpovědělo: „The proof of deposit does not have your name, transaction amount, receiver’s name, transaction ID, time, or date." a několik dokumentů, které jsem byl schopen získat od OKX, zamítlo.

Poté jsem napsal na podporu OKX, kam jsem zkopíroval přesný požadavek kasina, a dostal jsem tuto odpověď:

„Dear Miroslav,

Thank you for contacting OKX support.

We understand that you are requesting an official receipt for your previous withdrawal transaction. While we are unable to issue a formal receipt, we are pleased to provide the transaction details directly in this email for your reference."

V detailech transakce však chybělo mé jméno i jméno kasina – byla tam pouze krypto adresa. Proto jsem se zeptal, zda mohou poslat nějaký dokument, kde je jméno uvedeno. Odpověď OKX byla:

„Dear Miroslav,

Thank you for your prompt response.

Regarding your inquiry, please note that for security and privacy reasons, official receipts or transaction details do not display your account name. This measure is in place to protect your personal information.

Additionally, please be advised that while you may update your nickname, the registered account name cannot be modified or shown in transaction records. The statement that you showed to us is the official detail for the withdrawal."

Emailové odpovědi, včetně detailů o transakci, které mi OKX poslalo, jsem uploadoval do kasina. Vše bylo opět zamítnuto s velmi podobnou větou: „The proof of deposit does not have your name, transaction amount, receiver’s name, transaction ID, time, or date."

Tím se dostávám do patové situace – kasino trvá na dokumentu, který OKX nevystavuje, a bez něj není výběr dokončen.

Přikládám všechny relevantní screenshoty z komunikace jak s kasinem, tak s OKX.

Chtěl bych proto požádat o pomoc při objasnění, zda jsem jen něco důležitého nepřehlédl, nebo zda kasino skutečně vyžaduje dokument, který kryptoměnové burzy neposkytují, a zda je tento požadavek kasina oprávněný. Rád bych se dozvěděl, jak mohu své prostředky vybrat.

Předem děkuji za pomoc,

Miroslav

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BDM Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:   

• Can you please confirm that other parts of KYC are complete (identity, address, etc)? 
• Please specify if OKX is completely anonymous or if any sections with your personal information in the wallet can confirm that it belongs to you.
• Have you tried reaching out to the casino's support team for alternative solutions or clarifications on the required documents?
• Did you accumulate your winnings with or without an active bonus?  

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,

Natalia

Important Notice:

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello, Natalia,

Thank you for your answer and for your questions. I will be happy to answer:

Yes, I have already met all the other KYC requirements - I uploaded my ID, underwent a face scan, sent my Skrill wallet details (from where I also deposited funds) and everything was accepted.

I don't think OKX wallet is anonymous - I went through the whole KYC process there and had to provide proof of identity. But there is no section in the system where my name is displayed - only part of the email address. When I asked OKX support, they wrote to me that for security reasons their confirmations never contain the client's name, only crypto transaction data.

I contacted BDM Bet support and explained what OKX support had written to me. The casino replied that I had to provide the transaction details along with the HASH ID. That's exactly what I uploaded - a screenshot from Etherscan that contained the HASH ID - but this document was also rejected. I'm attaching my communication with the casino and OKX for your information, so you can see exactly what was requested and what I sent. Maybe I misunderstood something?

These funds are entirely from my own money, not from bonuses. I did use a few free spins as part of the welcome offer, but the winnings from them were negligible and the amount of about 3,000 EUR that I now have in the casino comes from my own funds. The withdrawal of 1,000 EUR that is currently stuck is also not related to the bonus.

I am currently in a situation where I have provided everything possible, but the casino is still blocking the withdrawal. I would appreciate your help in clarifying whether I am missing something or whether the casino is requesting a document that is actually not available from OKX.

Thank you in advance for your further steps and help.

Best regards

Miroslav

Dobrý den, Natálie,

děkuji za Vaši odpověď a za dotazy. Rád odpovím:

Ano, všechny ostatní požadavky na KYC jsem již splnil – nahrál jsem občanský průkaz, prošel jsem face scanem, poslal jsem údaje o mé Skrill peněžence (odkud jsem rovněž vložil prostředky) a vše bylo akceptováno.

Nemyslím si, že by byla peněženka OKX anonymní – prošel jsem tam celým KYC procesem a musel jsem doložit doklad totožnosti. V systému ale nikde není sekce, kde by se zobrazovalo mé jméno – pouze část e-mailové adresy. Na dotaz mi OKX podpora napsala, že z bezpečnostních důvodů jejich potvrzení nikdy neobsahují jméno klienta, pouze údaje o krypto transakcích.

Kontaktoval jsem podporu BDM Bet a vysvětlil jim, co mi napsala podpora OKX. Kasino mi odpovědělo, že musím poskytnout transakční detaily spolu s HASH ID. Přesně to jsem nahrál – screenshot z Etherscanu, který HASH ID obsahuje – ale i tento dokument byl zamítnut. Přikládám pro jistotu moji komunikaci s kasinem i s OKX, abyste viděli, co přesně bylo požadováno a co jsem poslal. Možná jsem ale něco špatně pochopil?

Tyto prostředky jsou výhradně z vlastních peněz, nikoliv z bonusů. Využil jsem sice několik free spinů v rámci uvítací nabídky, ale výhry z nich byly zanedbatelné a částka cca 3 000 EUR, kterou mám nyní v kasinu, pochází z vlastních prostředků. Výběr 1 000 EUR, který je aktuálně zaseknutý, rovněž není nijak spojený s bonusem.

Momentálně jsem tak v situaci, kdy jsem doložil vše, co bylo možné, ale kasino stále výběr blokuje. Budu rád za vaši pomoc při objasnění, zda mi něco nechybí, nebo zda kasino požaduje dokument, který skutečně nelze od OKX získat.

Děkuji Vám předem za další postup a pomoc.

S pozdravem

Miroslav

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much for your reply. I have forwarded all communication with the casino to your email and I have also sent communication with OKX support.

Thank you for your help.

Best regards

Miroslav

Děkuji moc za odpověď. Veškerou komunikaci s kasinem jsem přeposlal na Váš e-mail a poslal jsem i komunikaci s podporou OKX.

Děkuji Vám za pomoc.

S pozdravem

Miroslav

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear mprovod,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BDM Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BDM Bet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Thank you for taking my complaint and inviting the casino into this discussion. I really appreciate your help.

I would just like to add that I did not send any other documents or messages to the casino.

If the casino requires something specific from OKX, it would be very helpful if they could provide an exact wording or clear description of what I should get from OKX, or a different form of document than what OKX has already explicitly stated. I'm happy to provide everything I can, but I need clear instructions to be able to get what the casino requires from OKX (if the exchange even provides it).

Best regards,

Miroslav

Děkuji za převzetí mé stížnosti a za přizvání kasina do této diskuze. Velmi si vážím Vaší pomoci.

Rád bych jen doplnil, že jsem kasinu neposílal žádné další dokumenty ani zprávy.

Pokud kasino vyžaduje něco konkrétního od směnárny OKX, bylo by velmi nápomocné, kdyby poskytli přesné znění nebo jasný popis toho, co mám od OKX získat, případně jinou formu dokumentu než to, co již OKX výslovně uvedlo. Rád poskytnu vše, co je v mých silách, ale potřebuji jasné instrukce, aby bylo možné od OKX získat to, co kasino požaduje (pokud to směnárna vůbec poskytuje).

S pozdravem,

Miroslav

Dear mprovod,

We would like to inform you that the verification process is still ongoing. The proof of deposit you have provided is currently under review by our dedicated team.

We will update you with the outcome as soon as possible.

Thank you for your understanding and patience. Should you have any additional questions, please do not hesitate to contact us.

Best regards,

BDM Bet Casino

Good morning,

I would like to add that the casino sent me a questionnaire with several questions and a request for documents (Skrill statements, income information, etc.). I have already answered all the questions and have just sent the requested documents.

I am now waiting for the results of their inspection.

Best regards,

Miroslav

Dobrý den,

rád bych doplnil, že kasino mi zaslalo dotazník s několika otázkami a požadavkem na dokumenty (Skrill výpisy, informace o příjmech, apod.). Všechny otázky jsem již zodpověděl a požadované dokumenty jsem právě odeslal.

Nyní čekám na výsledek jejich kontroly.

S pozdravem,

Miroslav

Dear mprovod,

Thank you for providing the additional information.

Dear BDM Bet Casino,

Could you please provide us with an update on this matter? Has the review of the player’s documents been completed, and are there any outcomes or findings you can share with us at this stage?

Thank you for your assistance.

Dear mprovod,

We would like to inform you that the verification process is still underway. Our dedicated team is currently reviewing the documents you submitted. As the review duration can vary depending on the complexity of each case, we appreciate your patience and will keep you informed as soon as there is an update.

While we have received your documents via email, we recommend uploading them directly through the verification page in your account to help facilitate a smoother and faster process.

Thank you for your understanding. Should you have any further questions, please do not hesitate to contact us at any time.

Best regards,

BDM Bet Casino

Dear BDM Bet Casino,

Thank you for your update. I have just re-uploaded my Skrill statements through your website verification page. The system allowed me to upload only three files, so I have not yet re-submitted the remaining documents (bank statement, Binance/OKX history, and OKX statement).

Could you please confirm whether it would be faster or preferable for me to upload the remaining documents through the website once the Skrill statements are approved, or whether the emailed copies you already have are sufficient?

Thank you for clarifying.

Kind regards,

Miroslav

Dear BDM Bet Casino,

Thank you for sharing the update. I understand that this case may be complex; however, the player’s verification process has now been ongoing for several weeks.

Since you have confirmed receipt of the requested documents, I am unclear why the player is still being asked to submit the same documents again directly through the website. Nevertheless, could you please provide a current update on the situation? Specifically:

• Have the provided documents been reviewed?
• If so, are the results of this review available?
• If not, could you provide an estimated timeframe for when the review will be completed?

Thank you in advance for your clarification, and I look forward to your response.

Hello!

The documentation uploaded to the verification page has been reviewed. The Skrill statement provided for June cannot be accepted, as a full and accurate statement is required for our verification process. It was also observed that the balance changed by only 5 EUR despite a larger deposit to our casino during the same period.

For quicker processing, please provide the requested documents directly via the verification page in your casino account. Up to 3 documents may be uploaded in each open verification tab.

Thank you for your understanding and cooperation.

Best regards,

BDM Bet Casino

Good morning,

I would like to add the current status:

At the casino's request, I have now uploaded all the required documents directly through their system (I used the 3 file upload limit twice). Specifically, I have attached:

Skrill statements for June, July and August in one file, this time with clearly visible balances.

Official PDF statement from OKX, showing my full name, email, and account ID.

Bank statement from Air Bank (May 2023) showing a EUR transfer to Binance.

Binance withdrawal history, showing a USDT transfer from my blockchain account that matches the deposit on OKX.

This ensures the entire connection: bank account → Binance → crypto withdrawal from Binance → deposit on OKX.

I am now waiting for the casino to respond to whether they consider these documents sufficient.

Best regards,

Miroslav

Dobrý den,

rád bych doplnil aktuální stav:

Na žádost kasina jsem nyní nahrál všechny požadované dokumenty přímo přes jejich systém (limit 3 souborů na upload jsem využil dvakrát). Konkrétně jsem přiložil:

Skrill výpisy za červen, červenec a srpen v jednom souboru, tentokrát s jasně viditelnými zůstatky.

Oficiální PDF statement z OKX, kde je uvedeno moje celé jméno, e-mail a ID účtu.

Bankovní výpis z Air Bank (květen 2023), kde je vidět převod v EUR na Binance.

Historii výběrů z Binance, kde je patrný převod USDT z mého účtu na blockchainu, který odpovídá vkladu na OKX.

Tím je zajištěna celá návaznost: bankovní účet → Binance → výběr krypta z Binance → vklad na OKX.

Nyní čekám na reakci kasina, zda tyto dokumenty považuje za dostačující.

S pozdravem,

Miroslav

Hello,

I have now uploaded the additional documents requested by the casino:

A Skrill account screenshot (showing my name, email address, and account ID) with the June transactions.

A bank account screenshot, which was then used to fund my crypto purchase.

These documents correspond directly to what the casino requested in their latest email: a Skrill screenshot and the bank account information from which the crypto was replenished.

I have already previously uploaded:

My bank statement,

The Skrill transaction history,

The OKX account statement.

I kindly ask Casino Guru to confirm with the casino that all required documentation has now been provided, so my account can be verified without further unnecessary delay.

Thank you,

Miroslav

Dear mprovod,

Thank you for your active engagement and cooperation in this matter. Your detailed explanations and provided information have been greatly appreciated.

Dear BDM Bet Casino,

Could you please confirm receipt and review of the requested documents submitted by the player? As I have not personally reviewed these documents, I am relying on the player’s detailed descriptions, which suggest they may meet your requirements. If any discrepancies remain, please provide specific details outlining the issues so we can address them promptly. Should you need to discuss this further, feel free to contact me directly at jakub.m@casino.guru.

Thank you for your assistance in resolving this matter.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mprovod,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo