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Complaint to BDM BET,

Dear Legal Team and Customer Support at BDMBET,

I am writing to outline the events that occurred on January 23, 2025, through your application and to demand an immediate resolution.

My name is ***. On the aforementioned date, I downloaded your app on my mobile device and made an initial deposit of €20 using my debit card ***.

According to the promotion on your platform, this deposit would grant an additional "gift" of €20 as a bonus. After completing the payment, my balance showed a total of €40 (comprising €20 from the initial deposit and €20 from the supposed bonus), which was also visible on the Pinklo game interface.

After playing a few games, my resulting balance was €22. However, when I attempted to withdraw this amount, the transaction was blocked. Upon contacting your support team, agent Nazario informed me that the "gift" associated with the bonus was not real money, but fictitious credit, contradicting the initially presented information.

Allow me to point out that this amounts to misleading or, at the very least, confusing advertising. According to the Royal Spanish Academy (RAE), the word "bonus" is defined as:

1.- A subscription card that grants the right to use a service for a specific period or a certain number of times.

2.- A card that can be exchanged for certain items or money.

The use of this terminology creates clear expectations regarding the monetary nature of the offered bonus, which, in this case, have not been fulfilled.

Given the lack of clarity in the conditions and terms presented, I believe I have been a victim of what can be classified as a contractual breach. For this reason, I demand the immediate reimbursement of the balance amounting to €22 (€20 from the initial deposit plus €2 in winnings) to the same debit card used for the deposit.

If I do not receive a satisfactory solution within a maximum of 5 business days, I will be compelled to take the appropriate legal actions, including, but not limited to, filing a complaint with the relevant consumer and advertising authorities, as well as publicizing this case on public platforms and social networks to inform other users about your practices.

I await an urgent response and resolution.

Sincerely,

****

Reclamo a BDM BET,

Estimado equipo legal y de attn al cliente de BDMBET,

Por la presente, procedo a exponer los hechos ocurridos el día 23 de enero de 2025 a través de su aplicación y a exigir una resolución inmediata al respecto.

Mi nombre es ***. En la fecha mencionada, descargué su aplicación en mi dispositivo móvil y realicé un primer ingreso de 20 €, utilizando mi tarjeta de débito ***.

Según lo anunciado en su plataforma, al realizar dicho depósito recibiría un "regalo" de 20 € adicionales en concepto de bono. Una vez completado el pago, mi saldo reflejaba un total de 40 € (20 € del depósito inicial más 20 € del supuesto bono), lo cual también era visible en la interfaz del juego Pinklo.

Después de participar en un par de juegos, mi saldo resultante era de 22 €. Sin embargo, al intentar retirar dicho monto, se bloqueó la operación. Tras contactar con su soporte, el agente Nazario me informó que el "regalo" asociado al bono no corresponde a dinero en efectivo, sino a saldo ficticio, lo cual contraviene la información presentada inicialmente.

Permítanme señalar que esto constituye una publicidad confusa o, en su defecto, engañosa. Según la Real Academia Española (RAE), la palabra "bono" se define como:

1.- Tarjeta de abono que da derecho a utilizar un servicio durante un período de tiempo determinado o un número específico de veces.

2.- Tarjeta que se puede canjear por determinados artículos o por dinero.

El uso de esta terminología genera expectativas claras sobre la naturaleza monetaria del bono ofrecido, lo que, en este caso, no se ha cumplido.

Ante la falta de claridad en las condiciones y los términos presentados, considero que he sido víctima de un acto que puede calificarse como incumplimiento contractual. Por este motivo, exijo el reembolso inmediato del saldo que corresponde a 22 € (20 € del ingreso inicial más 2 € de ganancias), a la misma tarjeta de débito utilizada para realizar el depósito.

De no recibir una solución satisfactoria en un plazo máximo de 5 días hábiles, me veré en la obligación de tomar las medidas legales correspondientes, incluyendo, pero no limitándome a, una denuncia ante las autoridades competentes de consumo y publicidad, así como la difusión de este caso en plataformas públicas y redes sociales para informar a otros usuarios sobre su proceder.

Quedo a la espera de una respuesta y resolución urgente.

Atentamente,

****

Dear raki250,

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 post here the promotional link or promo code you used to activate the offer?
• Do I understand correctly that you completed the bonus wagering requirements before requesting the withdrawal?

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

Dear raki250,

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.