The player from Germany had requested a withdrawal but had not received confirmation nor seen the funds in his bank account, despite being told by support that it had been processed. He could not access the withdrawal history and found the support team unhelpful. The issue was resolved after the player confirmed that he had made a successful withdrawal and submitted the required documents. The complaints team marked the complaint as 'resolved' after confirming the resolution with the player.
Bull Casino - Player's withdrawal is delayed.
Amount: €2,000
Bull Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
I requested a withdrawal but did not receive a withdrawal confirmation from the casino. When I contacted support via chat, they informed me that the withdrawal had been processed. However, the money has not appeared in my bank account. The support team keeps referring me to my bank, but that can't be the issue.
I can't even view a withdrawal history in my casino account. The chat support is of no help at all.
Automatic translation:
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2 months ago
Dear alexanderbraun9717,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
Hello,
I have already made a successful withdrawal. The payment should have been made in real time. The money should have been in my account after confirmation on Friday within an hour, and that was the case the first time. I made the withdrawals last Thursday evening.
The support confirmed to me that the money should already be in my bank account, but it isn't. They wanted a bank statement from me, which I submitted. But it keeps getting rejected because 08/22/24 isn't on it, but there were no bookings on that day.
The customer service is really awful. Documents are rejected and not even looked at. Sometimes I was told to contact my bank and they would have sent me an email, but that wasn't true. There must be a problem with the payment provider. But since I can't see any withdrawal history, I can't see it either.
Automatic translation:
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2 months ago
Thank you for your reply, alexanderbraun9717. Could you please advise when exactly you made the last successful withdrawal? Did you use the same withdrawal method in the past?
What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
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2 months ago
Dear alexanderbraun9717,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
