The player from Brazil had encountered issues with a bonus at an online casino. After using 50 free spins from a Casino Guru code and nearly meeting the 40x rollover requirement, the casino had unexpectedly exited the game. As a result, the player couldn't access three games contributing to the rollover, and their bonus balance had become zero. Despite the casino's claim that the issue had been resolved and the bonus balance had been wagered, the player didn't respond to our queries for further investigation. Consequently, we had to reject the complaint.
Bullsbet.io Casino - Player faces issue with bonus wagering.
Amount: 45 R$
Bullsbet.io Casino
Safety Index:HighSafety Index
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8.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
10 months ago
Translation
Well, I registered through the Casino Guru.
Using the code I copied from here, I used the 50 free spins upon registration. After using these spins, a small amount went to my account, which I used to meet the 40X rollover requirement. However, as I was playing and almost reaching the required amount, the Casino unexpectedly exited the game. When I reconnected and tried to play again, I could no longer access the three games that count towards the rollover. Moreover, my bonus balance is now zero. This is lack of empathy for their customers, and a casino of this caliber should not conduct business this way.
I sent messages, including screenshots. They responded via email once, but since then, they have not replied to my messages.
Automatic translation:
Public
Public
10 months ago
Hello greennabet777,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bullsbet.io Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Could you please forward the mentioned communication and your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Hello Nick and Greennabet777
Nick one of our representatives will be sharing within the day evidence that the dispute is unjustified.
The customer support has responded promptly to numerous email exchanges assisting the player, as well as suggesting possible methods to try to troubleshoot the problem which evidently was caused by the players device/connection.
To conclude the player resolved the issue and wagered the pending bonus balance.
