Bullsbet.io Casino - Player's winnings were confiscated.

Hello!

I would be grateful if you could help me resolve the issue. Bullsbet Casino has appropriated a significant amount of my funds - 1140 USD.

My documents and phone number have been successfully verified, and I have also successfully passed online verification. But as soon as I set the balance for withdrawal, the casino accused me of "unfair advantage".

I do not agree with the charges brought against me. Moreover, I do not even understand what the casino is accusing me of. I do not know what an unfair advantage is and I have not been able to get an explanation from the casino.

I officially declare that I have not violated the rules and conditions of the casino. In my gaming activities, I relied only on intuition, sometimes I was lucky.

All my messages, as well as the official claim, remained unanswered. The casino is ignoring me.

Please help.

Dear MyNick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hello! I played in a live casino, I accumulated the winnings without a bonus.

I sent the correspondence.

Thank you very much, MyNick, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi MyNick,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Bullsbet.io Casino to the conversation to participate in the resolution of this complaint.

Hello Peter

We appreciate the opportunity to provide further clarification on this matter.

Following a detailed investigation into the player's activities on our platform, our network provider, Evolution, confirmed that the player employed Advanced Card Counting and similar techniques to gain an unfair advantage during gameplay.

In accordance with our Terms and Conditions, the player's account has been permanently suspended, and their remaining balance has been forfeited.

Could you kindly confirm if the player has shared the email we sent regarding this matter?

Dear Bullsbet.io Casino team,

We received the statement but we need some evidence to prove your point. Please send all relevant evidence to my email address (peter.m@casino.guru).

Hello Peter

The evidence requested has been forwarded yesterday by our colleague.

Please confirm receipt.

Dear Bullsbet.io Casino team,

Thank you for your email. Is there any report from Evolution you could show us? Were the cards counted using any software?

Hello Peter

Our colleague has responded to you via email.

Thank you Bullsbet.io Casino team,

I sent you an additional question.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Peter

Good day.

As far as I am aware you are in contact with a colleague of ours regarding this complaint and they have requested further information as per your request.

Once they have an update from the provider you will be informed.

Thank you for your patience.

Thank you Bullsbet.io Casino team,

I will set a timer for another seven days to follow up, as we understand that responses from game providers may take some time.

Dear Bullsbet.io Casino team,

Has there been any news?

Hello Peter

Good day a new reminder was sent yesterday.

I hope we will have an answer for you soon.

Dear Bullsbet.io Casino team,

Have you heard from the game provider yet? In the meantime, could you please send the player's log and game history to my email address (peter.m@casino.guru)?

Hello Peter

We have no updates yet, we have shared the requested information to your email.

Thank you Bullsbet.io Casino team for your email.

Dear MyNick,

Sorry to keep you waiting but we need the official report from the game provider in order to proceed. I will keep you updated.

Hello MyNick,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Bullsbet.io Casino team,

Is there any news from the game provider?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Bullsbet.io Casino team,

I sent you an email. Since the use of software wasn't confirmed, the player should get paid their winnings. Please inform us of your decision.

Dear Peter

Thank you for your email and the points raised regarding the legality of card counting in brick-and-mortar casinos.

While it is true that card counting is not explicitly illegal in many jurisdictions, the legal stance and casino responses vary. In some countries players in brick-and-mortar casinos may still be paid, but this is not universally the case. However, we operate under specific Terms and Conditions tailored to online gameplay, which differ significantly from those governing brick-and-mortar establishments.

In this particular case, the player’s behavior deliberately delaying gameplay for hours on two separate occasions, combined with wagering patterns that align with advanced card counting strategies and being flagged twice by Evolution during both game sessions, demonstrates a clear and consistent intent to exploit game mechanics. Such actions constitute a direct breach of our Terms and Conditions. It is important to note that in many brick-and-mortar establishments, such behavior would often result in the player being banned after the first instance.

While the use of external software could not be confirmed, the player’s actions were evidently designed to maximize RTP through strategies that disrupt the fair online gaming environment. Whether the player used only their head or external tools is irrelevant, the intent and advantage gained on both occasions remain the same. Strategies such as advanced card counting inherently manipulate the natural randomness of the game and compromise its integrity.

As an online casino, our primary obligation is to uphold the integrity of our platform.

Our resolution to this matter is as follows:

• The winnings accrued under these circumstances will remain voided.
• The player's deposit(s) will be refunded in full.
• The account will remain suspended due to the breach of our Terms and Conditions.

Should @mynick be unwilling to accept this resolution, we encourage him to file a dispute with the Curaçao Gambling Board for further review and resolution.

We trust that this response clarifies our position.

Sincerely

The Bullsbet.io Casino Team

Hello MyNick,

After further discussions, the casino decided to reconsider its decision and reached out to you. Please respond to their messages and keep me updated.

Dear MyNick,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even though it appears that this issue may have been resolved, without confirmation from the player we have no other option but to reject this complaint.