Bull Casino - Player's winnings have been confiscated.

Dear Casinoguru Complaints Team,

I am writing to formally lodge a complaint regarding the handling of my account at BullCasino and the confiscation of my winnings. On November 13th, 2024, I deposited €200 into my Bull Casino account and claimed the advertised 200% welcome bonus. I participated in the games as per the terms of the promotion and eventually accumulated winnings.

During the subsequent Know Your Customer (KYC) process to verify my account information, I provided multiple documents as requested. On November 28th, 2024, I uploaded a photo of my ID (front and back), a selfie with my ID, and two different bank statements to verify my address. These documents were sent to the email address verifications@bullcasino.com. On December 2nd, I followed up with your support chat and was informed that the documents had not been received. I then resent the documents through the chat feature as instructed.

Following this, on December 6th, I was asked to provide a statement from my MiFinity eWallet account. I promptly shared this document as well. However, Bull Casino requested that the statement show transactions dating back to October 1st, even though my MiFinity account was created on November 7th. I explained this to your team, and they acknowledged the situation. Subsequently, I was asked to provide a bank statement showing the loading of my eWallet account. At this point, I explained that the funds in my eWallet came from a friend who was repaying a personal loan I had extended to them previously. These funds were not "loaded" from my bank.

Despite providing all the requested documentation and clarifications, I was informed that my winnings were confiscated on the grounds that the funds in my eWallet were "loaned" money. This decision is entirely unjustified and erroneous for the following reasons:

The Source of Funds is Valid: The funds used for the deposit originated from my personal eWallet account, which was verified. The transfer from my friend was a repayment of a personal loan and not a "loan" in the context that would breach your terms and conditions. Personal transactions between individuals do not invalidate the origin of the funds.

Terms and Conditions Misinterpretation: Bull Casino’s terms and conditions should not penalize players for using funds that were legally and legitimately obtained. There is no clause in your terms that explicitly prohibits the use of funds from personal repayments.

Unfair Confiscation of Winnings: At no point during my play did I violate any of the casino’s terms or engage in fraudulent behavior. The funds deposited were my own, and all gameplay was conducted in good faith. Confiscating my winnings is an unjust and disproportionate action.

I request that Bull Casino reviews this matter urgently and pays out my winnings in full. Furthermore, I would appreciate written clarification on how your decision aligns with your terms and conditions, as well as an explanation of the specific clause that you believe justifies the confiscation of my winnings.

Dear ingridnils99,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bull Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain if the person who lent and returned your money is also a player in this online casino?
• Was this your only deposit in the casino?
• Was the repayment of the personal loan the only deposit in your e-wallet?

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,

Tomas

Could you please explain if the person who lent and returned your money is also a player in this online casino?

• Yes, the individual who repaid the personal loan is also a registered player at Bull Casino. They introduced me to the platform and recommended it due to the attractive welcome bonus offered to new players.

Was this your only deposit in the casino?

• Yes, this was my only deposit with Bull Casino, as it was made because of the welcome bonus. Because i have not recieved my withdrawal i have not had the chance to play any more even though i was pleased by their selection of games.

Was the repayment of the personal loan the only deposit in your e-wallet?

• Yes, the repayment of the personal loan is the only deposit in my MiFinity e-wallet. I specifically created this e-wallet account for gambling purposes, and as such, I requested my friend to transfer the repayment to this account. As you probably know in norway our banks are not allowed to facilitate any gambling activities. i also have other ewallets such as revolut, but i found out that mifinity was the best.

Thanks for your reply.

I apologize for not replying sooner.

Please understand that if both you and the other person play in the online casino, it would be impossible for us to argue in your favor provided these circumstances. While sending money between people is nothing the casino should penalize, if the funds were exchanged between 2 casino players this is a breach of the rules of the casino. It would also be impossible for us to argue the funds are yours, based on the circumstances you describe above.

I would advise you not to repeat such practice in the future, otherwise, you might face similar issues in other online casinos.