The player from Brazil had their account blocked and the withdrawal denied after using a deposit coupon. Despite verifying their account with documents, the casino informed them that their account would remain blocked and refused to refund the remaining balance, citing issues with the coupon used. The Complaints Team had attempted to engage the casino for a resolution but received no response. Consequently, the complaint was marked as 'unresolved', and the player was advised to consider contacting the licensing authority for further action.
Bulls Bet Casino - Player’s account has been blocked and winnings confiscated.
Black points: 100
Amount: 301 R$
Bulls Bet Casino
Safety Index:Above averageSafety Index
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7.3
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Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 months ago
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4 months ago
Translation
After using a deposit coupon to gain real balance, the platform denied my withdrawal and subsequently blocked my account with the remaining balance.
I contacted support and was told to wait 5 business days. After 5 days, I received an email informing me that my account would remain blocked and my money would not be refunded.
They said the coupon I used had not been publicly shared. It's not my fault if the coupon was leaked or something of the sort; I was unaware the coupon wasn't meant to be used. If it was leaked or anything similar, it was their incompetence.
I just want my money back. I don't want the account back, I just want my money that they are refusing to return.
I have tried every way to get my money back, but they are unwilling to reach any agreement.
Note: My account was verified with documents. I sent all the requested documents, yet they still have not unlocked my account.
Automatic translation:
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4 months ago
Dear joaobatistadmc1,
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.
- Which games did you play - slots, live chat, sports betting, etc.?
- Could you please clarify how exactly you found the bonus?
- Did you activate it in your casino account?
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
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4 months ago
Translation
Good morning Cristina, what's up?
So, on the platform I played slots and live games.
I found the coupon (bonus) on social networks (whatsapp) and (twitter). As soon as I used it, my withdrawal was denied and my account was subsequently blocked.
The coupon was activated at the time of deposit.
Automatic translation:
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4 months ago
Thank you for your reply, joaobatistadmc1. Could you please post a link or promo code to the bonus you activated here in this thread?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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4 months ago
Translation
Attached is an image of the deposit. And also photos of conversations with Casino support. They inform me that they will collect my money.
They tell me in the chat that they haven't released the coupon on any official channel, but it's not my fault that the coupon was leaked or anything, I wasn't aware that I couldn't use the coupon.
I told them in the chat that I no longer want the bonus or the account back, that I just want my deposit money back and nothing else.
Automatic translation:
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3 months ago
Could you please clarify how much you deposited and how much money you had in your casino account before it was closed?
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3 months ago
Translation
I deposited R$301.
When the account was closed I had R$351.
Automatic translation:
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3 months ago
Thank you very much, joaobatistadmc1, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Hello joaobatistadmc1,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I concur that the casino should not have permitted you to redeem a coupon that was improperly issued. However, I must emphasize the importance of players exercising caution and utilizing coupons that are exclusively promoted through official casino channels to avoid situations like the one you are currently facing I will contact the casino to shed more light on this matter.
We would like to invite Bulls Bet Casino to join the conversation.
Dear Bulls Bet Casino,
I acknowledge that players should refrain from attempting to redeem bonuses for which they are not eligible. However, it is imperative that a player's real money is refunded when no rules have been violated. Could you please provide information regarding the timeline and process for the return of the player's deposit?
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3 months ago
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.
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3 months ago
Dear joaobatistadmc1,
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. Bulls Bet Casino previously held a license issued by The Curaçao/Antillephone Gaming Authority; however, due to recent modifications in the licensing regulations in Curaçao, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed. If you feel you want to take your complaint further, you can still try to contact the authority (you can find more information on how to do that here: Licensing Authority – Curaçao Antillephone N.V. | Casino Guru (casinoguru-en.com). Please let me know how they responded at michal.k@casino.guru
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,
Michal
Casino Guru
