Bulletz Casino - Player’s account has been closed without reason.

Dear ThrowerD,

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.?
• Have you made any successful withdrawals before?
• When exactly did you create your casino account?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

I played Fortune of Giza 2 and Fortune of Giza 10, these are casino slot games. I have not has any previous successful withdrawals. I created the account on 25 November 2024.

Thank you Kristina.

Thank you very much for your reply, ThrowerD. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Kristina emails have been sent.

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

Hello there,

Thank you ThrowerD for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bulletz Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hi Peter,

Thanks for reaching out. I’ve reviewed the entire case involving the player ThrowerD and want to clarify what happened from our side.

The player’s account was flagged by our internal security system, which meant we had to perform an additional verification check. On April 22, we sent an email asking the player to submit a selfie while holding their ID in their left hand, and a handwritten note that read "Bulletz + today’s date" in their right hand. This is a standard security procedure we use when something gets flagged during our review. Unfortunately, the player didn’t respond to that message. We followed up with a reminder on April 25, but again, there was no reply. By April 27, with no communication received, we proceeded to close the account and void the winnings due to the incomplete verification process.

On the same day the account was closed, we sent an email asking the player to provide their IBAN so we could return their initial deposit. That email was also ignored. We sent a reminder on April 28 and another one on April 30, but still didn’t hear back. Eventually, on May 3, we closed the case due to inactivity.

Then, on May 12 - over two weeks after our initial request and more than a week after the account had been closed - we received the selfie that was originally requested. Unfortunately, at that point the case had already been closed, and the delay in response meant the verification process had failed.

I completely understand that this situation is frustrating from the player’s point of view. However, our Terms & Conditions clearly state that during ongoing security checks, we may restrict withdrawals or access to the account (section 5.3), and that if we are unable to fully verify a player’s identity and there are reasonable grounds to suspect fraud, we are allowed to void winnings and block the account (section 13.8). Since we received no communication or documents within a reasonable timeframe, the decision was made in line with those policies.

That said, we’re absolutely willing to return the player’s initial deposit. We’ve already reached out several times asking for their IBAN, and we’re still happy to process the refund as soon as they contact us and provide the necessary details. We can also provide the full record of our communication attempts, if needed, to support our case.

Let me know if you need anything else from our end.

Best regards,

Darja

Thank you for the clarification Bulletz Casino representative. We fully acknowledge and respect the importance of having a reasonable time limit for completing verification procedures. However, it is important to note that the industry standard for such processes is up to 30 days. In line with this standard, we have adopted a 30-day timeframe as a fair and sufficient period for players to complete verification, as outlined in our Fair Gambling Codex.

In this particular case, based on the timeline you provided, it appears that the player in question was not afforded even a full week to fulfill the verification requirements. This falls significantly short of the standard and does not, in our view, provide a fair opportunity for compliance.

Given these circumstances, we kindly ask you to reconsider your position. Allowing the player a more reasonable window to complete the verification would not only align with industry practices but also reflect a more balanced and player-focused approach.

We appreciate your attention to this matter and hope for a reconsideration in the interest of fairness.

Dear Peter,

Thank you for getting back to us, and we appreciate your constructive input.

Following internal discussion, our management team carefully considered the point regarding the industry standard of allowing up to 30 days for players to complete the verification process. We fully agree that this is a fair and reasonable approach.

In light of this, we have adjusted our internal procedure to reflect this standard. The player in question has already been contacted again with a request to confirm a convenient date and time to complete the pending verification step.

As of today, the player still has 24 days remaining to finalise the verification process, and we are open and committed to facilitating this in a fair and timely manner.

Thank you once again for your cooperation, and please let us know if there is anything further needed from our side.

Best regards,

Darja

Thank you for the positive update Bulletz Casino representative. I'm glad we could come to an agreement on the matter.

Dear ThrowerD, please provide the requested information at your earliest convenience. As the casino has outlined, you have 24 days to provide the information; after this period, we won't be able to assist you. Thank you for your cooperation!

Dear ThrowerD,

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.

Hello Peter, thank you for the extension. So basically the casino wants a selfie with a note with the date and Bulletz written on it and my passport? Since I have already sent this dated the 12th, do I send the same one or take another and send with the current date?

Please provide one with the current date and any other documents that may be requested by the casino. Please be aware that time is of the essence here, and you currently only have 14 more days to provide all requested documents. Thank you in advance for your cooperation!

Dear ThrowerD,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru