Bubbles Bet Casino - Player's withdrawal of £7000 is delayed.

Made first of 8 withdrawals on the 6 th of February, then the rest over the next 6 weeks totaling £7000.sent email after email asking why I havnt been paid to which I do get a reply of be patient there's a problem with our payment provider to which I ask if I can can do anything.The answer is no be patient. Iv asked for somebody to ring me which they havnt or replied to that message.Also had a message saying payment is being processed which I received nothing so it hasn't.Were now back to problem with payment provider. At my wits end with it tbh am I being scammed.

Dear Simosimo, 

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated 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, 

Veronika

thanks for the help iv won most of the money from free spins but have wagered way more than I needed for it to become cash.I have got the kyc verification so I cud withdraw. Iv deposited £200 in total and like I said iv made 8 withdraws so far and none successful as yet.winnings have all started from some free spins I got so not really from an active bonus.Although thing I had to keep gambling a long time before my winnings became actual cash.

Did the casino share any updates on the payment provider issue? Have they suggested any other ways to withdraw your winnings? If you have any communication that could be relevant to the investigation of this case, please forward it to me. My email address is veronika.l@casino.guru. Thank you.

Didn't give any updates when iv asked just say its not issue on our end.They didn't suggest any other ways to withdraw and options are only bank transfer or bit coin wallet on withdrawals page,I don't have bit coin so wa supposed to get bank transfer which I havnt and yes they have all my details. I ban number etc.iv sent u plenty of e mails iv sent and received. I don't know how to put them in one file so forwarded them to you individually hope this is OK I'm not very good with technology. If I havnt said already thanks for looking at this for me it's been a draining couple of months 

Thank you very much, Simosimo, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Simosimo,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Bubbles Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal requests and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello natalia thanks for your time and effort hoping for a resolution soon as its obviously been 2 months since my first withdrawal thanks

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Pretty confident there not going to reply back where does that leave me,guessing that means winnings lost.Or tbh stolen by a scam casino??Also sent you a email they sent me withdrawal not gone through and money back in my casino account which its not as yet.

Iv sent u an email they sent me they say I'm going to get £200 out of the £7000 as per terms and conditions of bonus policy. Yet system allowed the £7000 set of scam artists cheers for looking into this be surprised if I get the £200tbh

Thank you for the updates, Simosimo. I see that the casino informed you about the funds returned to your account after your initial withdrawal request was declined. Do I understand correctly you have requested a new withdrawal of £200?

No they just left £200 out of the £7000 as a withdrawal they said would be in my account in next 2 to 3 days,not in as yet.They said the rest is made from bonus money and cannot be withdrawn as max allowed is £200 through winning it on bonuses.Amazing they tell me this 2 months later after countless emails.Honestly don't even expect I will see the £200 basically said it was in the terms and conditions, don't know if this is so but the fact is I won £7000 and was allowed to withdraw out of my cash balance.

Hello just am update for you they have sent me £200 back and the rest was won through bonus spins so I'm not entitled to it.Even though it was in my cash balance and was able to try and withdraw. I didn't withdraw this recently they just allowed one of my withdrawals to go through finally.As for the other £6800 looks like that's not coming.Hope there out of business soon

Dear Simosimo, so you confirm playing with the Lucky Wheel Spin bonus or Loyalty points? Indeed, the Bonus terms of the casino (https://www.bubblesbet.com/bonus-terms) say that the maximum win limit for such bonuses is £200. As I understand, the withdrawal of £200 was successful?

Unfortunately, the casino has been irresponsive so far so we cannot check your game history and track if your winnings came from using your bonus money or real cash balance.

Yes generally won from spin wheel not sure if I had small amount of cash left in my balance. Don't get how my winnings turned into cash balance after I played so long surly it should stay in bonus balance and not be able to be withdrawn. Makes a mockery of there bonus system if I put £20 now and used spin wheel to convert loyalty points into cash,then played for a while and won again how the hell could they know what my winnings are seen as spin wheel money goes in cash balance not bonus balance aswell. And yes had a £200 back from an early withdrawal.

Dear Simosimo,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia