The player from Austria had been waiting for an 11-day payout after winning at the casino and faced issues with document verification, having sent her documents seven times without acknowledgment. Despite threatening to escalate the issue, the casino continued to claim her documents were missing, leading her to believe they were trying to avoid paying her winnings. The Complaints Team intervened, contacted the casino, and confirmed that the verification process had been finalized, resulting in her withdrawal being processed shortly. She received her winnings, and the complaint was marked as resolved.
Bull Casino - Player's withdrawal is delayed and documents are repeatedly missing.
Amount: €970
Bull Casino
Safety Index:Fresh casinoSafety Index
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7.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Hello, I deposited at the casino (bullcasiono.de) and played with the bonus.
Now I've won and I've been waiting for my payout for 11 days.
I had to send the documents multiple times because, according to the Live Chat, they weren't received.
I also used the verification function on the site.
But they supposedly don't see my documents.
I have sent them 7 times to different email addresses of the casino. I got the emails from the Live Chat and sent them to my email address.
I've never received responses to questions when I've sent anything to these email addresses. The casino is just ghosting me.
Only now, after I threatened the casino to report to you, have my documents apparently shown up with them.
I have collected all the evidence with emails and the Live Chat.
It looks like the casino is trying to cheat me because I've won something there.
Now my documents are supposedly missing again.
I have taken photos of everything and can send them to you if needed.
Automatic translation:
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1 month ago
Dear powerranger99,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify which documents you submitted to the casino for verification and the exact date you sent the most recent one?
Additionally, did you ensure that all documents were provided in the correct format, size, and resolution as required by the casino?
Please forward all the evidence that could be relevant to the investigation of your case to my email address: veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Everything was sent correctly, even multiple times, and the support kept claiming that nothing ever arrived.
I also sent all the required documents and completed the verification on the casino website.
I will send you all the pictures by email.
Automatic translation:
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3 weeks ago
Thank you very much, powerranger99, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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3 weeks ago
Hello there,
Thank you powerranger99 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Bull Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.
Thank you!
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3 weeks ago
Translation
The casino has been telling me for 2 days now that I should send a statement of my wallet. They sent me a wallet number that doesn't belong to me.
I took screenshots of everything.
Automatic translation:
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3 weeks ago
Dear powerranger99, I am in contact with the casino representative and they have informed me that the verification process was finalized and your withdrawal should be processed shortly. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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3 weeks ago
Translation
Hello, I received my money.
But it can't be that it's such a drama to get your money there.
Automatic translation:
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3 weeks ago
Dear powerranger99,
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,
Peter
