Bubbles Bet Casino - Player's withdrawal request is delayed and denied.

I won the money from the daily wheel bonus I do all wagering and withdrwal the £400. I waited 5 days then after 5 days I receive response saying that my account is going under security check review after about a week I got response saying that the activities check on my account has been ended and I can't receive my withdrwal they said : Daniel, since your last deposit was made on 11/02/2024, your account is not eligible for withdrawal of funds derived from non-deposit bonuses at this time.

We have advised on this matter many times.

We apologize for any inconvenience or frustration you have experienced. We understand that dealing with a difficult situation can be challenging but, that's the procedure.

I checked and read all terms and conditions of the bonus and nothing like that is stated in the terms and condition.

I will be really greatfull if someone cud help me sort that out I made few complaint no one replay for my email and agents on the chat saying all the time same thing

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Do I understand your correctly your winnings are not cashable regardless of whether you make a new qualifying deposit or not?
• Did the casino cite any particular rule from its terms and conditions that make you not eligible for withdrawal of winnings?
• Is it possiblie to check in your account whether you are eligible for withdrawals and under which circumstances?
• After your deposit in February last year, could you please clarify what was your activity in the casino like, in your own words?
• Share your responses here or provide information to my email at [email protected]

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

Best regards,

Tomas

Yes they told me that my winning are not cashable and if I make a new deposit this will not count to that bonus but that is lies as I wager the amount I won £8 from the free spins that I won on the bonus wheel and wager it and withdrwal £400 the bonus Terms and conditions is not state that what they try to say.

The casino told me that I can't have the winning as in the term and conditions of the bonus say that deposit need to be made at last 10 months before I request a withdrwal from a bonus nothing like that is stated in the terms and condition of the bonus.

Yes is possible to check the terms and condition of the bonus in my account but I send them the term and they didn't listen and say same thing over and over.

After I made my first deposit in February last year I claim the free wheel bonus everyday on the casino so I log in

everyday to my account and played so my activity on the account was everyday

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal, who will be at your service. However, I would like to warn you that it seems to be a common practice of Bubbles Bet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Thank you. Hope you will resolve this for me.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Dannyboy82,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will try to contact the casino to see if I can help, but I must inform you that Bubbles Bet Casino has previously not been very cooperative in addressing player complaints with us, which makes a favourable resolution to your complaint somewhat uncertain. Nonetheless, I will reach out to them and try to find a way to help resolve the issue if feasible.

We would like to invite Bubbles Bet Casino to join the conversation.

Dear Bubbles Bet Casino,

Could you kindly clarify the reasoning behind your decision to withhold the processing of the player's withdrawal based on a rule that does not appear in your terms and conditions? How could the player know that this condition exists when it's not clearly mentioned in your bonus terms and conditions?

I look forward to your clarification. Should there be any other factors affecting this situation that cannot be shared publicly, please forward them to me at [email protected]

Thank you I don't think they replay to your messages but worth a try. We will wait and see what happened.

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.

Ok. Thank you for letting me know.

Dear Dannyboy82,

I have tried to contact the casino repeatedly, even via livechat, but apart from a somewhat not really helpful response, there was no real indication from the casino team of willingness to cooperate. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru