Bullsbet.io Casino - Casino didn't respect player's self-exclusion request.

Hi Team,

I asked a week ago for a self exclusion permanently and they never honoured it and I was able to deposit again after that. here is proof attached to this of me emailing them and also contacting them in email and chat to self exclude me forever explicitly saying that.

Dear sati725,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Bullsbet.io Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@bullsbet.io (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi petronela I even went and filled out a form to do it with all my info please see my replies on the email they have said they’ll discuss how to refund me tomorrow and confirmed it??

Could you please read it and see what they meant I’m very confused!

Hi sati725,

Upon reviewing all forwarded communication and screenshots, it's evident that you initiated a permanent self-exclusion request on April 17th citing "bad gameplay." However, when the live agent sought further details regarding the issues encountered with the game, there was no response from your end.

It's crucial to adhere to certain steps for a successful self-exclusion outcome:

• Ensure your request is sent to the correct email address specified in the general terms and conditions of the casino (or via live chat).
• If your initial email remains unanswered, explore alternative communication channels to address your concerns, including sending multiple emails.
• Clearly articulate the reasons prompting your desire for account self-exclusion. It's important to note that seeking bonuses should not be used as a means to close your account.

Please understand that without specifying the reasons behind your request for permanent account closure, our ability to assist you is limited. I strongly urge you to inform the casino about any potential gambling-related issues if you find that gambling no longer brings you enjoyment. Though it may be challenging, it is the most effective way to ensure that your account remains closed without the possibility of reopening.

Could you please advise if your account was closed already?

They haven’t closed it they’re waiting to refund me first they’re figuring out the refund and then going to close it because end of the day when someone requests a self exclusion it should be done regardless of anything or some follow up should happen.

It says user disabled but they haven’t replied..?

 Hello Petronela and Sadvir

Good day.

On April 17th, despite our efforts to address and rectify Sadvir’s requests and gaming issues, including extending a refund or a bonus, regrettably, there was no response from Sadvir's end.

It's worth noting that on the day Sadvir initiated a complaint on Casino Guru, previously that date he deposited 550 CAD, a higher sum than previously deposited (100 CAD). We suspect this was done to secure a refund in the event of losses, considering there is a sequence of similar complaints, of course each case differs. On Sunday, despite the initial success in his gameplay, winning 906.05 CAD, and upon requesting a withdrawal and request via email to be processed immediately, Sadvir was duly informed by our support team that it would be processed on Monday (22nd of April) as we had to internally check the activity. However, Sadvir opted to cancel the withdrawal and continued wagering, ultimately resulting in the loss of his winnings.

Our conclusion, based on our extensive review, our colleague try to resolve the requests and we believe Sadvir's true motives weren't aligned with self-exclusion but rather aimed at leveraging the request which he has left unresolved.

We strongly adhere to our Responsible Gaming principles and strive to offer a safe gaming environment for everyone. If we have made mistakes caused by human or technical error, we are committed to taking appropriate actions to resolve these matters in the right way.

In light of these events, no refund will be offered and the account has been closed.

I’m going to be completely honest you guys are trying to paint me as some kind of criminal that wanted a refund. No that’s not the case if I was trying to leverage "money" I would’ve cashed out with profit already. However I had a bad gambling problem which is why I contacted your team to self exclude me which was never done. It’s fine now I will be going to your regulator to make a formal complaint. Because clearly you guys can’t do anything right.

Funniest part, why offer a refund and then back out? Clearly you guys are doing something shady overall. It’s fine I’ll be going to your regulator.

That’s understandable, if they weren’t in chat with me at the time. I told them in chat and for it to be done instantly. In that case should it not be done instantly sir?

If in chat, it should be done instantly like other companies

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.