Bullsbet.io Casino - Player's account blocked with pending winnings.

stavo giocando alle slot , con un saldo di 3500 euro vinti qualche ora prima . Ad un tratto il conto viene bloccato e non posso piu rientrare , utente disabilitato ! L'assistenza dice che dovro' ricevere una mail dal dipartimento compliance ma non dicono altro e dicono solo di aspettare . Sono gia passate diverse ore e non mi hanno ne scritto ne risposto alle mail . L'account era verificato , documenti inviati , ed avevo gia ritirato correttamente una vincita di 1000 euro 3 giorni prima . Vorrei riuscire ad incassare le vincite , fatte tutte correttamente !!

Dear lucio31,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bullsbet.io Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please explain when you deposited and how much?

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,

Tomas

Sono iscritto da circa 15 giorni e il mio account è stato bloccato oggi alle ore 9.45. Ho appreso del blocco dal fatto che ero collegato e sono stato disconnesso e poi non riuscivo piu ad entrare con login. 

Ho raggiunto il saldo senza bonus.

Ho depositato in tutto circa 2000 e prelevato 1000 ,3 giorni fa.

Da questa mattina il casino non risponde piu a nessun messaggio email e nemmeno alle telefonate

Today , finally , they send me an answer , this is the message received :

Good Morning. 

We are writing to inform you that your account with Bullsbet has been temporarily suspended due to compliance review. Our team has identified potential violations which require an immediate review. The key concerns include the following, 

Misuse of bonuses. 

A possible link to a self-excluded account. 

Use of multiple payment cards. 

Our Compliance team will conduct a thorough investigation into these matters. We will contact you with further information once the review is completed. During this period, all activities on your account are suspended. 

We appreciate your understanding. If you have any immediate questions, please dont hesitate to reply on this email. 

Thank you for your attention to this important matter. 

I sent proof of 2 new credit cards . My name is visible that evidence that both cards are mine , because these are from the same bank

Regarding other 2 question :

Misuse of bonus : i am sure that all money that are in my balance are made WITHOUT BONUS . Yes , used the bonus some days before , but i lost all and after my account was a 0, i decided to deposited newly without bonus . 

Connection to another account self -excluded : I don't understand about this . What's the problem ? Yes , i have other casino account with other casinos , this is a problem ? How many players use to play to hundreds casinos at the same time ? If i had excluded myself in other casinos ( i don't remember if i made this in past ) this was for avoid to play other money in some casinos that not give me affordability and not for other .

Finally , the only thing I would really like to know ( and you don't want to tell me ) is how long it will take to complete your verification because it seems that you are just taking time to avoid paying the winnings to a correct and honest player.

Thanks for the update and detailed explanation of the situation.

• Could you please send me any email you received from the casino regarding your account blocking?
• My email is tomas@casino.guru

ti ho inviato le mail

Oggi ho ricevuto una nuova email dal casino . Per tutelare la mia salute mi chiudono il conto . Ma perchè non hanno tutelato la mia salute quando versavo soldi ma solo ora che voglio prelevarli ? Strano ...

Dear Lucio 

Good morning.

Following our internal review, we outline below our key findings that you have evidently and materially breach our Terms and Conditions, on which you are bound by the time of the establishment of your account.

Firstly and most importantly sections 5 and 10 of the Terms and Conditions have been violated as your account has been flagged since it was associated, due to IP address duplication, with another account that has been suspended and then closed, for self-exclusion on December 2023 due to gambling addiction.

Although we are not able to verify whether you are the beneficiary of both referred accounts, the duplication of the IP address raised suspicions and therefore triggered the compliance check. We would like to emphasize that in accordance with our Terms & Conditions, we do have the right to close any duplicate account.

Based your activity you have been chasing loses and you were not gambling what you could afford to lose as you have used 4 different credit cards, for which, during our investigation, we have received numerous emails from you giving us deadlines when to respond as you have to pay back the money to the relevant Credit Institutions. We empathize with this, and we strongly recommend that you should consider some time off, seek support systems, financial counselling and a lifestyle change.

On a separate note, you have claimed the following "If I had excluded myself in other casinos (I don't remember if I made this in past) this was for avoid to play other money in some casinos that not give me affordability and not for other." To clarify, by stating "self-exclusion" we were only referring to our casino, as we do not have access to other casinos, but it’s worth mentioning that self-exclusion and safer gambling initiatives are in place from our casino to protect players and not providing the players with any tool to abuse them and gain affordability as you mentioned above.

In addition, sections 13 (Your Location) and 14 (Prohibited Jurisdictions – Game provider restricted countries) have been breached as throughout your activity you have been playing games that are restricted to your country of residence. We can provide you more details, but we strongly believe you are already aware of that.

Furthermore, section 18 (Bonuses) has been breached on three occasions. Firstly, two counts of deposits were made while having an active bonus, the reasoning of such action cannot be verified, but several big returns were made, as you rightly mentioned and remember that all these bonuses accrued have been lost. Secondly, while having a pending withdrawal of 1000 Euros which we wrongfully paid out, you have claimed a deposit bonus. Please be advised that in accordance with section 18 we have the legal right to remove any Bonus and Winnings that have been obtained by fraud if we suspect that a Bonus offer has been misused; This includes instances such as a) Deposit patterns including amounts that manipulate the bonus system, and b) activating a deposit bonus while you still have available monies or a pending withdrawal". Thirdly, as mentioned above your account has been flagged as Duplicate, and as such the following legal reservations apply "Any Bonus offered to one customer account shall be applicable only once, provided that the Bonus and the Terms and Conditions do not provide for otherwise. Any Bonus from us is valid only once per customer account, computer household, IP address, and other places with a shared computer (office, library, university, etc.)"

Lastly, and having been provided with all necessary evidence justifying that all 4 credit cards used belong to you, your account will remain suspended and we will not tolerate the receipt of any further abusive emails as this also materially breaches our Terms and Conditions. Provided that your account is associated with an account that has been self-excluded due to gambling addiction, we will calculate the Net Deposits made (minus expenses) including the one Withdrawal made of 1000 Euros and our support team will contact you, in the event there are outstanding refunds to be made. Please note, for your information, that the total deposits made were equal to 1306 Euros.

Therefore, and taking into consideration that our Terms and Conditions have been breached on numerous counts, we are able to conclude that your account has been rightfully suspended and soon will be closed.

We hereby reserve all our respective legal and other rights, deriving from the matters set forth herein as well as in all previous correspondence.

Best Regards

Thank you very much, lucio31, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, lucio31,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bullsbet.io Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bullsbet.io Casino team,

Provided that the casino sent the email quoted above to the complainant, and we are talking about multiple breaches of the casino's Terms and Conditions, is the casino please able to substantiate its claims and decision with relevant evidence?

As for the explanation, I mean a chronological course of all important events that led to the violation of the rules, with dates and times of those events, supported by relevant details and evidence.

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Ho trovato un altro utente truffato allo stesso modo guarda qui :

https://www.reddit.com/r/onlinegambling/comments/19fcjmr/listen_to_my_story_bullsbetio/

QUESTO è IL LORO MODO DI OPERARE !!! LADRI !!

Dear lucio31,

I am in contact with the casino representative outside the thread.

I was provided with sufficient evidence supporting the claims that at some point, 3 accounts used the same IP address, including your disputed account.

Can you please explain it somehow?

assolutamente no !! Quali sono questi account ?? E' falso !! io non ho mai registrato 3 account !! e con quali indirizzi email li avrei registrati ? ho sempre usato un solo account e un solo indirizzo email !!

E' incredibile come siano riusciti ad inventarsi questa cosa completamente falsa !! Ho registrato 1 solo account , ho inviato tutti i documenti richiesti , ho rispettato le regole , mi chiedo per quale motivo avrei dovuto registrare altri account ? perchè ? perchè ? vi chiederei di fornire la lista degli accessi con giorno ip e ora ma tanto i registri delle connessioni li hanno sempre loro quindi possono manipolarli a loro piacimento . che tristezza apprendere con quali stratagemmi cercano di imbrogliare la gente ... che mondo triste .

Dear lucio31,

Alright, I will clarify it in a bit different way.

The provided data clearly shows that at some points, 3 accounts used the same IP address and one of these accounts is your disputed account. That is undisputable, that is a fact.

So, once again - can you please somehow explain it? There are not many options for how it could have happened.

Do you use a VPN or possibly any public internet connection (wi-fi), or is there an option that anyone from your surroundings also has a casino account at Bullsbet.io Casino, using the same internet connection to access the casino website?

Uso una rete pubblica wifi del mio paese . Voglio cercare di ricordare con esattezza : faccio una ipotesi perchè non ricordo con esattezza : Il problema potrebbe essere stato che quando mi hanno bloccato l'account , io ( in panico ) abbia cercato di entrare nel sito del casino piu' volte ( non capivo se era un problema di password o un problema del sito in errore ) e per sbaglio potrei aver digitato un indirizzo email diverso , che forse avevo nella cronologia o nel copia incolla del mio pc ,ma ti garantisco con certezza che , se è successo questo ( e non ne sono sicuro ) lo ho fatto solo per sbaglio o errore di digitazione . Inoltre ricordo con certezza che quando mi sono registrato con il mio account regolare , ho fatto subito la verifica KYC per essere sicuro di non avere problemi . Nel caso degli altri 2 account contestati sicuramente non è stata fatta KYC o altre verifiche . Inoltre , per curiosità , con quali indirizzi email sarebbero stati registrati questi 2 ipotetici nuovi account di cui non sono a conoscenza ??

vorrei anche aggiungere che anche nel caso in cui sia entrato per errore con un altro indirizzo email , in ogni caso non ho fatto nessun deposito , nessuna giocata , non ho inviato nessun documento ,attivato nessun bonus e entrato solo per pochi secondi. Se lo ho fatto , è stato solo per errore di digitazione

E' un metodo che uso spesso . Quando faccio una buona vincita preferisco prelevare il denaro e poi depositare una cifra più piccola , altrimenti con un saldo troppo alto rischio di perdere il controllo delle puntate e non voglio rischiare di perdere tutto nuovamente . Lo faccio solo per questo motivo ed è per questo che lo ho fatto .

Ti confermo inoltre che ho completato il KYC durante il fine settimana , tutto sembra andato a buon fine .

Non ci sono stati progressi perchè il conto è ancora bloccato , però ho ricevuto comunicazioni dal casino che mi ha chiesto di motivare questo che ho appena spiegato qui sopra . Sembra che il casino abbia fatto delle buone verifiche ed abbia capito che le mie intenzioni erano oneste e che non era mia intenzione infrangere i regolamenti o truffare il casino , ma solo divertirmi onestamente . Spero capiscano questo e mi sblocchino il conto .

Hello Branislav and lucio31

Thank you for your patience and cooperation throughout our investigation into the recent dispute.

The case has been concluded and below is the feedback shared with lucio31

We are committed to maintaining transparency and fairness, and as promised, we are reaching out to share our findings and feedback.

1. IP Address Connection: Our investigation has clarified the concerns regarding your connection to two other accounts through the shared IP address. Although you accessed our website from a shared network, which initially flagged your account, this circumstance alone is not deemed strong evidence to justify the initial suspension. Our analysis further indicates that your betting patterns and game preferences significantly differ from those associated with the other accounts, reinforcing the decision to clear any suspicions related to this matter.

2. Withdrawal and Deposit Practices: We acknowledge and appreciate your honesty regarding your decision to proceed with a deposit instead of cancelling a withdrawal. This action, however, constitutes a violation of our Terms and Conditions, specifically section 18, which states, "We reserve the right to remove any bonuses and winnings obtained by fraud if we suspect misuse of a bonus offer...This includes instances such as a) deposit patterns that manipulate the bonus system, and b) activating a deposit bonus while having available funds or a pending withdrawal." While you are allowed to request a withdrawal to manage your spending budget, we advise against subscribing to any bonuses under such circumstances in the future. In recognition of your honesty and as a gesture of goodwill, we will not take further action, such as confiscating the bonus funds credited to your account.

3. Clearance of Other Accusations: We are pleased to inform you that all other accusations against your account have been cleared.

I'm really happy about this !

I'm happy that through your (long) investigations you understood that i didn't intend to make any attempt to defraud or circumvent the rules, just to have fun playing!

Thanks also to the help of Casino Guru who helped us understand things better.

At this point, when you have reactivated my account, I will proceed to delete all the accusations against you and remove all my negative comments and to transform comments in positive !

Thanks again !

Thank you both for your replies and updates. Great news!

Dear lucio31,

I am glad that after a long time, we all together managed to solve the issue.

Do you plan to withdraw your winnings and would like me to wait until a withdrawal is completely processed, or I can I consider the matter successfully closed? Is there anything else I could help you with?

Ho gia ritirato le vincite , grazie mille a tutti , possiamo chiudere

What great news, lucio31!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Thank you, Bullsbet.io Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru