Bm.bet Casino - 플레이어의 승리 금액이 줄어들었고 지급이 지연되었습니다.

Dear CasinoGuru team,

I’m writing to raise a serious complaint regarding BMBet Casino's handling of my winnings and their failure to provide a clear explanation for a drastic balance reduction.

On 29th August, I noticed that my account balance, which was €6200, had been cut down to €400 after wagering. I reached out to the casino’s live chat for clarification, but they couldn’t resolve the issue. I was told that an explanation would be sent to me via email, but I never received any clear justification for this cut.

I have gone through the terms and conditions, and nowhere does it state that such a drastic reduction should take place. The only related term I could find was under section

7.2, which says:

"The maximum winnings that will be paid out resulting from a cashback bonus, a bonus, a tournament bonus, any deposit bonus are up to 10,000 EUR. The maximum winnings that will be paid to the FIRST 3 DEPOSITS in the 'Welcome Pack Bonus' are x10 of the deposit made, but no more than 1,000 EUR. Please note that any amount in excess will be forfeited prior to requesting a withdrawal."

However, this rule clearly states a €5000 limit, yet I was only given €200. This is not only unfair, but it also feels completely crooked. The casino has since refused to pay me out to my Irish bank account and keeps asking for unnecessary documentation even though I’ve already complied with KYC requests multiple times.

Dear EIIRAn12,

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

• Could you please clarify which bonus you played with? If possible, please post a link or promo code to the bonus you activated.
• How much did you deposit to activate this bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Could you please clarify which bonus you played with? If possible, please post a link or promo code to the bonus you activated.

https://bm.bet/bonuses/110

How much did you deposit to activate this bonus?

200

Can you help me @casinoguru

Thank you very much for your reply, EIIRAn12. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.