Bullsbet.io Casino - Player's withdrawal has been delayed.

Request for full withdrawal of 17,075 euros

Deposited 2,000 euros + 50% bonus

Bonus limited to live games

Banned games

Betting limits

Restricted by the system

Did not engage in restricted games

Contacted live agent via email multiple times, always receiving the same response: "We'll address this urgently."

More than two weeks have already passed

Dear hirokann0525,

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 clarify the situation.

Could you please confirm that you passed the full KYC verification?

What is the current status of your withdrawal request? Is it pending or has it been processed by the casino?

When exactly did you submit your withdrawal request?

Have you made any successful withdrawals from this casino before?

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

Can you confirm that you have passed full KYC verification?

Is

What is the current status of my withdrawal request? Is it pending or has it been processed by the casino?

Pending

Only mentions that the provider is investigating

When exactly did you submit your withdrawal request?

8/13

Have you ever successfully made a withdrawal from this casino?

be!

There are also high withdrawal amounts

I told Casino Guru I was suing him.

I was not able to connect to a live agent

I can't log in anymore

Bad casino

Could you please specify what games you played with your bonus?

Also, please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you for your patience and cooperation.

There will be no interaction this time!!

The system is restricting it so that you can't violate anything.

I never thought it would be a problem either.

Because everything is restricted by the system.

Ped also kept betting 99.9% of the time at 50 euros.

Interact with a live agent

Withdrawal progress only

Now I can't even log in

Chat history is not saved from the beginning Casino system chat

Thank you very much, hirokann0525, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello hirokann0525,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Bullsbet.io Casino to join the conversation.

Dear Bullsbet.io Casino,  

I would appreciate it if you could clarify the reasons behind the closure of the player's account. Additionally, will all pending withdrawals for the player be processed?

Hello Michal

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

The player participated in our weekdays live casino bonus promotion and raised concerns during gameplay, specifically claiming that the wagering was not being correctly tracked. These concerns were communicated to our support team on five separate occasions. Once the bonus funds were released into the player’s real balance, he attempted to withdraw the funds. In response, our team informed the player that his account and all related activity would undergo a thorough review. This investigation is currently ongoing and includes collaboration with our game providers to carefully examine the concerns raised during gameplay. Unfortunately, such processes require time to ensure all aspects are properly addressed.

After informing the player of this process, we encountered aggressive behavior during our correspondence, including abusive language toward our staff and threats of legal action. The player has also notified us that he has filed complaints with our regulator, on your platform, and has initiated legal proceedings. Due to the escalation of this matter, we have suspended his account pending the outcome of our investigation.

Here are the key points regarding the current status of this case:

• The investigation has not yet concluded, and we remain in contact with the game providers to fully investigate the player’s claims.
• The player’s account has been flagged as a potential duplicate, sharing IPs and devices with ten other accounts.
• The account requires verification, including the submission of identity documents and proof of source of wealth.
• Due to the player’s abusive behavior and threats of legal action, our support agents have been instructed not to engage in further direct communication until the above are addressed.

We understand the player’s frustration, and we would like to emphasize that all steps taken thus far are in accordance with our Terms and Conditions. We are required to follow due process and ensure compliance with both regulatory and internal guidelines.

In the meantime, if you require any evidence to support the points raised above, we would be more than happy to cooperate.

Thank you for your understanding and patience as we work through this matter.

The investigation is not yet complete and we continue to be in contact with the game provider to thoroughly investigate the player's claims.

It's been more than a month already

I was told by support that it will be resolved within this week.

The player's account has been flagged as a possible duplicate because it shares an IP and device with 10 other accounts.

Don't lie

I have successfully made a huge withdrawal of nearly $10,000 at your casino.

There is only distrust

The account requires verification, such as submitting proof of identity and proof of source of assets.

You have submitted everything that was asked of you!

Due to the player's abusive behavior and threats of legal action, our support representatives have been instructed to refrain from any further direct communication until the above issue has been resolved.

No threatening or insulting behavior

Even after two weeks, you still said you were contacting the provider and the live chat was not available.

CasinoGuru said they would sue the license, which is a legitimate claim.

Please apologize. I have not slandered you.

Please pay all winnings as soon as possible

Dear Bullsbet.io Casino team,

Thank you for your response. I acknowledge that the inquiry involving the game provider may require some time. Could you kindly share any estimated timeframe for the anticipated results? Additionally please forward any related evidence (including the player's interaction with your support team) to me at michal.k@casino.guru

Dear hirokann0525,

I understand your desire for the verification or investigation process to be completed swiftly, ideally within a few days, but please note that this isn’t always feasible due to various factors. In our experience, investigations involving the game provider can sometimes take longer than expected, with some cases extending over several months. We sincerely hope this won’t be the case for you, but we must await the outcome of the investigation before determining the next steps.

I also recognize your frustration, but I kindly ask that you maintain a respectful tone when interacting with the casino team, as abusive or offensive language rarely contributes to a positive resolution. Please understand that any casino has the right to conduct additional investigations if any discrepancies arise, even if a player has been previously verified and withdrawals processed in the past. At this moment, I kindly request your patience.

got it!

I'll be a little more patient

I also sent another email to CasinoGuru but haven't received a reply for almost two weeks.

Please reply

Dear hirokann0525,

I am not fully familiar with the case my colleague Adam was moderating but he will answer you at his earliest convenience, anyway, it looks like it's in the licensing authority's hands, so there is nothing we can do about it anymore.

Bulls Casino is a new casino and has no credibility yet, so I strongly urged them to do so.

Please support me until all winnings are properly credited to my wallet.

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 hirokann0525,

Just to give you a quick update, I'm in regular contact with the casino team and am working on finding a resolution to your complaint. Could you kindly confirm whether any of your family members or friends have accounts with Bullsbet.io Casino? Additionally, if so, have you or your friends played at the casino simultaneously from the same location?

My family and friends aren't playing

I don't think you use public WiFi either.

This is ambiguous

Dear hirokann0525,  

Thank you for your confirmation. Could you also please provide the name of your internet service provider?

The mobile phone model is au.

Dear hirokann0525,

I'm sorry, but I have not asked about your phone model. Can you please confirm your internet provider company? Additionally can you please confirm your home internet IP? You can get this information for example from this webpage https://whatismyipaddress.com/

The company is AU.

Mobile phone contract company: AU

Model: iPhone

Can you also check your home internet IP?

Is that your home WI-FI IP address?

I'm on a business trip so I'll check tomorrow

Dear hirokann0525,

I have now received the necessary information and evidence to understand the whole situation and the actions taken by the casino team.

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts linked with the same IPs, devices, cookies, etc. All of the accounts took advantage of the bonuses, the same or very similar bets were placed in the same games, which can’t be considered as just a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

While you are welcome to express your disagreement with our decision and escalate your complaint to the licensing authority if you choose, we regret to inform you that we cannot offer any additional assistance regarding this matter. Please let me know how the licensing authority decided at michal.k@casino.guru 

We are 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, and we will try our best to help.

Best regards,

Michal

Casino Guru