Bulletz Casino - Player's winnings are delayed due to verification issues.

i deposited 300 dollars via interac etransfer and opted for the 100% welcome bonus up to 300$.

i won 910$ by playing ninja vs samurai slot game.

i then submitted all the verification documents they wanted which included many different things.

now they want to do a video verification. the problem is that i don't have any device with a functioning camera and i currently cant really afford to buy a device with a camera just for a video verification .

i emailed them about this issue and they said i have no choice but to get a device with a camera . so now i dont know what to do . they dont want to give an alternative solution.

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Dear buitragobenedicto2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino.

To better understand the situation and assist you effectively, could you please provide some additional information?

• What specific reasons did the casino provide for requesting additional video verification? Could you please state the exact date when you were asked to complete the video verification?
• Could you please let me know which verification documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petra

What specific reasons did the casino provide for requesting additional video verification?

-they said this: "To ensure the safety, security, and integrity of our gaming environment, from time to time, we conduct additional verification checks. Kindly note that this is a common procedure to be conducted, which will allow you to use your gaming account further without limitations. During the interview, you will be asked general information regarding your gaming account."

Could you please state the exact date when you were asked to complete the video verification?

november 28th 2025

Could you please let me know which verification documents you have already provided and when exactly you sent the last one?

i provided a proof of address, my ID , my proof of payment, a selfie with my Id , AND also a selfie with a paper saying "bulletz casino with the date"

Have you provided all the required documents as soon as possible and in the correct format?

yes every single one was accepted and verified. now they want to do a video interview. normally i would agree but i dont have a functioning camera and they offered no solution to this issue

Thank you for your reply and for providing the previous details, buitragobenedicto2.

• Have you received any confirmation from the casino that your previous verification process, including all the documents submitted so far, has been successful?
• Additionally, would you be able to ask a friend or family member to assist you with the video verification if needed?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Could you please provide any additional communication you have had with the casino and your gaming history? You can send all the documents to petra.h@casino.guru or post your screenshots directly to this thread.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Have you received any confirmation from the casino that your previous verification process, including all the documents submitted so far, has been successful?

yes i have , it says im verified . i will send you all the info on your email. they were all successful

Additionally, would you be able to ask a friend or family member to assist you with the video verification if needed?

no i dont have any friends or family that will let me do this . i rather keep it private that i online gamble

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

it was rejected. i will send you a screenshot of it as well

Could you please provide any additional communication you have had with the casino and your gaming history?

i will send it all by email as well

Dear buitragobenedicto2

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samo (samuel.st@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear buitragobenedicto2,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Bulletz Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Bulletz Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the verification requirements and whether any alternative method can be offered, given that the player is currently unable to complete video verification due to the lack of a functioning camera device.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

Thank you for your message.

Due to the sensitive nature of the information involved, we prefer not to disclose these details publicly on the forum. A comprehensive and detailed explanation of the case has been sent to you directly via email at samuel.st@casino.guru.

Additionally, as a gesture of goodwill, the casino is prepared to refund the player’s only and last deposit of 300 CAD. However, as the verification will be considered as failed to pass the required additional verification, the account balance and any winnings generated will be confiscated.

Should you require any further clarification or additional materials, please feel free to let us know.

Kind regards,

Darja

Dear Bulletz Casino,

thank you for the update.

I would like to clarify that the email was sent to an incorrect address. My correct email is samuel.s@casino.guru (without the "t" in the surname). It seems there was a small typo when the first response was sent.

Could you please resend the explanation and any relevant materials to the correct email address? Once received, I will review the information and continue with the assessment of this case.

Thank you for your cooperation.

Dear Samuel,

Thank you for clarifying your contact details.

We apologise for the oversight regarding the spelling of your email address and for any delay this may have caused in your assessment.

Please find the requested explanation and all associated materials sent to your correct email address - samuel.s@casino.guru

Sincerely,

Darja

Hello everyone,

I would like to thank Bulletz Casino for their cooperation and for providing clear explanations and all the necessary materials, including the photo verification. Their approach has been very fair and helpful throughout this process.

buitragobenedicto2, the last step left for you is to complete the video verification, since you now have a camera available. Once that’s done, your account verification will be fully completed.

Even if you choose not to do the video verification, you can still be satisfied with how the casino has handled your case so far.

i dont have a camera .

Dear buitragobenedicto2,

thank you for your message.

I would like to clarify the situation so we can move forward. While photo verification has already been completed, it is not sufficient on its own to finalize the verification process in this case. According to the information provided by the casino, the video verification is a mandatory final step, and without it, the case cannot progress further.

If you do not currently own a device with a camera, please note that the video verification does not need to be completed on your personal device only. In practice, this can also be done using:

• a smartphone borrowed from a family member or friend, or
• another temporary device with a working camera.

Unfortunately, without completing the video verification, there is no alternative path available to finalize the verification or proceed with withdrawals.

Please let us know whether you are able to arrange access to a device with a camera so we can continue with the resolution of this complaint.

the whole issue with this case is that i dont have a working camera nor anyone that can lend me one.

Hello buitragobenedicto2,

thank you for your message. I understand that not having a camera makes this step difficult.

I’d like to explain why the video verification is necessary: it is the final mandatory step to confirm your identity and to ensure that withdrawals are secure and go to the correct person. This is a standard security measure for new players and cannot be skipped.

If you can arrange temporary access to a device with a camera - even a borrowed smartphone or another device - we will be able to complete your verification and move forward with your withdrawals. Once you have access to a camera, please let us know so we can continue resolving your case.

Thank you for your understanding and cooperation.

i cant access any camera . so i suppose the only option is to get a refund as they said they would . only problem is that they blocked me from logging in to my account to do so .

Dear buitragobenedicto2 and Samuel,

We would like to inform you that the player has already been notified about the initiation of the refund process for the amount of 300 CAD, as previously discussed.

At this stage, we require the player’s IBAN details in order to proceed with the refund. Please reply to the email that has been sent to the registration email address associated with the player’s gaming profile and provide the requested IBAN information.

Once we receive the IBAN, we will be able to continue and finalize the refund process without delay.

Thank you for your cooperation!

Should you have any questions or require further clarification, please do not hesitate to contact us.

Best regards,

Darja

Hello everyone,

thank you, Bulletz Casino, for the update and for confirming the refund process. I appreciate your cooperation in resolving this case.

Dear buitragobenedicto2, please provide your IBAN details as requested by the casino via the email sent to your registered address. Once the casino receives this information, they will be able to finalize your refund promptly.

Thank you both for your patience and collaboration.

i sent them all the info they need to refund it . id like to reiterate that I'm extremely disappointed that the casino stole my win simply for not owning a functioning camera

Hello buitragobenedicto2,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel 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 Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello buitragobenedicto2,

I’m back and available again to continue handling your complaint.

I understand your frustration regarding the situation with the casino, and I realize losing a win is never pleasant. On the bright side, at least your original deposit of 300 CAD is being refunded, which is something positive in this case.

Bulletz Casino, thank you for the update and for working on the refund.

buitragobenedicto2, once the refund is completed, please let us know so we can confirm the resolution of this complaint.

Thank you both for your cooperation.

The etransfer refund that was sent has a password and the password was never given to me. also it seems like the link they sent to my email of the transfer was supposed to be addressed to someone else because it has someone else's name on it.

Hello buitragobenedicto2,

I would like to clarify some details regarding your refund. Please be advised that our system processed this transaction using the email address associated with your gaming account as the primary identifier. We did not manually set or alter the name displayed on the transfer.

Regarding the password request you encountered: please note that we did not apply a specific password to this transaction from our side. However, as a security measure, you may be required to enter the transaction reference number to claim the funds. We will send this reference number to your registered personal email address shortly to ensure your data remains secure.

We apologize for any confusion or inconvenience this may have caused. We want to assure you that we have no control over how Intercom displays the name on the transaction, nor did we implement a password lock.

If you encounter any further difficulties, please don't hesitate to contact our support team via live chat or email.

Best regards,

Darja

Hello everyone,

thank you, Bulletz Casino, for the clarification regarding the refund process and for explaining the situation with the e-transfer.

buitragobenedicto2, please keep an eye on your registered email address for the transaction reference number from the casino. Once you receive it and are able to successfully claim the refund, kindly let us know here.

If you experience any further issues in the meantime, please inform us so we can continue assisting.

i still cant claim it. it requires a password. entering the reference number doesnt work either

Hello everyone,

thank you for the update, buitragobenedicto2.

As the refund still cannot be claimed and a password is being requested, I kindly ask Bulletz Casino to look into this again and ensure the player receives clear, working instructions or an alternative way to receive the refund.

Thank you for your cooperation.

Hi Samuel,

After reviewing the player’s transaction history, we noticed that on February 15, 2026, at 8:32 PM, the transaction was marked as successful, which means the player should have received the funds.

We also contacted the PSP and received the following confirmation:

"...transaction **824_en8************** has been processed and completed successfully. The funds should now be available to the customer's account."

As proof of the successful transaction, we will provide supporting documentation to your personal email at samuel.st@casino.guru.

Thank you for the time and attention you have dedicated to this case. Please let us know if you have any further questions or require any additional information.

Best regards,

Darja

yea i was right , they did put a password for the transaction and they finally gave me the password after claiming there was no password

Hello everyone,

thank you, Bulletz Casino, for the clarification and for confirming that the transaction was completed.

buitragobenedicto2, thank you for the update as well. Just to confirm so we can move forward - have you now successfully received and accessed the refunded funds after receiving the password?

Please let us know your current status.

yea

Hello buitragobenedicto2,

thank you for confirming that you’ve received and accessed the refunded funds.

Can I go ahead and close this complaint?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear buitragobenedicto2,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel