Bulletz Casino - Player’s account timeout was canceled prematurely.

Hello,

I am submitting this complaint regarding Bulletz Casino due to a serious violation of their responsible gambling policies. A few days ago, I requested a 1-month exclusion from the platform, and during this process, I clearly stated to a support agent that I was struggling with gambling issues and did not want to be allowed to return early under any circumstances.

The agent assured me that the exclusion would be enforced and that I would not be able to gamble until the timeout period expired. However, despite these assurances, I was able to access my account and gamble again before the timeout was over. As a result, I ended up losing $3100.

I believe this is a clear breach of responsible gambling commitments. Bulletz Casino failed to protect a vulnerable player after being explicitly informed of the situation and my need for a strict timeout.

I am requesting a full refund of the $3100 lost during this period and a full investigation into how and why my timeout was lifted prematurely. I am also missing a $800 deposit which they have not refunded or credited and keep stating they are looking into it. 

I can provide chat logs or screenshots of my conversation with the support agent if needed. As well as, they can provide some for us. I feel scammed and I feel let down as they did not honour what they stated to me. Also have had nothing but issues. 

Thank you for your time and assistance.

Sincerely,

Sati. 

Dear sati725,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. In order to clarify your situation, could you please answer a few questions:

1. How did you activate the 1-month cooling-off period? Did you activate it directly from your casino profile?
2. Have you received any confirmation after the cooling-off period was activated?
3. Could you kindly forward any communication between you and the casino's customer support regarding the expiration of your cooling-off period? You can send this to [email protected].
4. Additionally, regarding the lost deposit, could you confirm when you made the deposit of $800 into the casino? Have you contacted your payment provider to inquire about the status of this payment?

Thank you in advance for your reply. I hope we can resolve this situation as soon as possible.

Best regards,

Veronika

Hi,

1. from the website itself. when I removed it it said a 24 hour cool down period. I have video recordings of there system.
2. they didn’t send me any emails in regard to that but I have conversations which I will forward to you of me speaking to them and them giving me exact times and dates.
3. yes I will forward it off.
4. I have contacted my payment provider they are investigating about the $800 missing.

thank you!

Thank you for providing the chat transcripts. Could you also kindly forward the conversation you had with the casino’s customer support when you requested the cancellation of your 1-month cooling-off period?

Additionally, could you confirm whether your account is currently blocked?

I initiated it through the system itself, that's why there was a 24 hour cool down. However, they bypassed it the same day within minutes. I can confirm, it is completely blocked and they are not willing to talk to me.

They even confirmed everything over the live chat but said we don't help in these situations, I was hoping you could facilitate a refund. Thank you!

This is due to the fact that I had an active self exclusion which I took off through the system and they bypassed it within minutes instead of making me wait 24 hours like stated by the system itself in the video I forwarded to you. Please help.

Dear sati725,

Thank you for your patience while we reviewed your complaint.

After carefully examining the details, we must reject your complaint, as the cooling-off period you activated is not the same as a self-exclusion. Cooling-off is an additional Responsible Gambling measure that allows players to take a temporary break, but it can be canceled before the period expires if the player confirms they do not have gambling issues.

Regarding the lost deposit, have you received any new information from your payment provider?

How is that possible, as I contacted them and explained I have a gambling problem prior to the fact of me even depositing that amount and they never closed my account. I informed them I had a bad gambling problem prior, please give me sometime to go through chats and find that. Also, payment missing wise I have not received any update from my provider whatsoever.

To proceed with your lost transaction, could you please forward me the following documents?

• deposit receipt
• communication with your payment provider
• communication with the casino customer support regarding the lost deposit
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is [email protected]. Thank you for your patience and cooperation.

Hi,

I never got a receipt. I talked to them over the phone. I’ll send the communication with them.

I have not received anything from you yet. Please note that without cooperation from your side, I will have to close this complaint.

I sent it off my other email a statement. I talked to the bank over the phone they said they sent the funds and they can’t do anything about it. Bullets is stating they never received it.

When exactly did you make the deposit in question?

February 25 2025, thank you for all the support. I haven’t received any refund.

The bank statement you sent me shows only the dates from February 12 to March 11. Could you please forward me a bank statement starting from February 25, when you deposited money into this casino, up to today? Also, have you received any email from the casino confirming that the deposit was successful from your side? If so, please forward it to me at [email protected] as well.

Dear sati725,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.