Bullsbet.io Casino - Player's winnings have been confiscated due to account issues.

I have played at this casino before both with and without bonuses. I have been fully verified and previous withdrawals have been paid out.

The casino has a weekly live casino bonus which I availed of last week. I finished the bonus and accrued a total of €6000. I then went to withdraw €2000 and received later a surprising message:

MESSAGE BEGINS==========================================

We are writing to inform you of an important update regarding your account balance. Following a recent review of your activity related to your pending withdrawal, we have identified a breach and abuse of the bonus terms and conditions. Specifically, you have wagered above the maximum bet amount on multiple occasions while doubling up on bets in Blackjack. This activity increased your total wager per round to 100 EUR, exceeding the allowed limit.

As a result, your account balance has been fortified in accordance with our policies. We strongly encourage you to review our Bonus Terms and Conditions to ensure full compliance in the future.

MESSAGE ENDS============================================

^^^ This relates to term 13 of the bonus which simply states "max bet €50 [and currency equivalents]". (Screenshots available on request.)

Firstly, this rule does not stipulate whether the max bet applies solely to the bet ante or includes doubling up on games such as Blackjack.

Secondly, clearly there is no soft-lock to prevent exceeding the max bet in whatever form it takes.

Thirdly, I seem to recall before starting the bonus that the terms included the line something like "Bets above the maximum are allowed but will not contribute to the bonus wagering." Therefore, it is possible the term changed "after the event" so to speak. However, in fairness, I can only give a 50% probability in terms of my confidence for this.

However, even excluding my third argument above, surely I have a reasonable case to make with the first and second arguments.

After all, my balance has been set to zero, which I think is unfair and I hope Casino Guru can make a case for me here.

Dear dsp99RF,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're facing with the bonus and withdrawal. I can understand how frustrating it must be when your account balance is adjusted unexpectedly.

To help us fully understand the situation and assist you better, I would like to ask a few additional questions:

• Are you aware of placing any single bet greater than the allowed maximum bet of 50 EUR (or the equivalent in other currencies) during your gameplay, including any bets placed when doubling up on Blackjack? You can find this limit in the bonus terms under "Maximum bet that counts towards wagering requirements" link to the bonus rules.
• Did you notice if there were any warnings or alerts about exceeding the maximum bet during your play, especially when doubling up on Blackjack?
• You mentioned that the terms may have changed "after the event." Could you clarify whether you could view or agree to the bonus terms before starting to play, and if you remember if there was a mention of possible changes to the terms after the bonus was claimed?
• Did you take screenshots of the bonus terms at the time of claiming the bonus, or would you be able to share any proof of what you saw then? If yes, my email address is petronela.k@casino.guru.
• Could you please confirm if you have ever experienced similar issues with this casino, or if this is the first time you’ve encountered a problem with the bonus terms?

Your cooperation is crucial for us to proceed with the case and resolve this issue effectively. Without your input, we won’t be able to continue investigating.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!