Bullsbet.io Casino - Player’s winnings have been converted into bonus money and his bonus counter is stuck.

I deposited BRL50 and won an additional BRL100, so BRL50 was my real balance. I started to win without losing my real balance, but they converted everything to bonus money. Furthermore, I currently have BRL3,280 and there's still BRL3,282 of bonus movement left. However, they paused the bonus movement because there's only one day left to meet the requirement, and the counter has become stuck at BRL3,282.

Dear raulbackes5,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the link or screenshot of the bonus you activated?

Have you made any successful withdrawals from this casino before?

When was the last time you communicated with customer support and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes I have but the error was mine, I'm sorry, I had to play other games, counting, I completed the bonus movement, but now I went to make the withdrawal and the error of the ones I received a lot of withdrawals, but no, I didn't register any.

Now I'm going to make the withdrawal and a message appears that I can't do it, I can only do it on 04/05/2024

Today I went to make the withdrawal because I exceeded the limit and it was scheduled for the next day.

I said that the maximum withdrawal is 54 thousand and I'm trying to get an amount well below

Now they invented a dispute to take my money, they took all the money from my account and only left the deposit amount

Thank you for keeping me updated. Could you kindly specify why the casino confiscated your winnings? Have you received any email with an explanation from them? If you have, please forward it to me. My email address is veronika.l@casino.guru.

I have already sent screenshots to you in the email. I want to say that their statement is unfounded because the games that were not allowed to use the bonus I was asked to play have and the bonus I did not ask for from them and I spent all the money with real balance they turned it into a bonus so they shouldn't take my balance but leave it because it was a real balance.

Thank you for your email. I have checked the Bonus terms of the bonus you activated, and this is what I found:

It is evident from both the terms and conditions, as well as the activation code requirements, that this bonus exclusively applies to users who have deposited funds via Jeton. Because you used Pix instead, your winnings could be taken away as per the rules.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika