Bullsbet.io Casino - Player’s account closed and funds confiscated.

Hi, i opened an account at Bullsbet casino yesterday, passed the KYC and was fully verified before playing to be sure that everything would be safe (ive had bad experiences before). All together I deposited 43€ (separate deposits 4 times) and finally won 66€ which I then tried to withdraw - did not use any deposit bonuses. Today I got an email from them saying that I have a duplicate account and they blocked my account + took away all my money. I have only one account with them and I think it is very unfair to accept my deposits multiple times, approve verification and then as soon as I win something to block account. I now read from here that others have had same problems with this casino and its not looking good. Today I wrote to their chat where I was told they cannot help me and that I can try to write to support email - from there, no answer. I have screenshots from all my deposits, withdrawal, chat with customer support and also from my account being verified. I feel like they would have kept taking my deposits gladly if I hadnt won, instead of not verifiying me and telling me before that I cannot play at their website and would like to atleast get my deposits of 43€ back, this is very bad practice from this casino and I would recommend staying away from there, plenty of safer options out there. Can you please help me?

Dear Belle222,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with Bullsbet Casino.

To better understand your situation and assist you effectively, could you please provide us with the following details:

Could you forward all relevant communication, including emails and chats with customer support, to petronela.k@casino.guru?

• Did the casino provide any specific reasons or evidence for their claim that you have a duplicate account?
• Have you previously created or used any other accounts with Bullsbet Casino, even if it was a long time ago?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I have never had an account with them, didnt even know about their website until yesterday (they sent me an email advertising their website with 25 no deposit free spins, lost that money and then verified my account and made deposits).

They said: " We regret to inform you that our automated fraud detection system has identified your account as a duplicate. Upon further investigation, it has come to our attention that your account shares identical information with multiple other accounts that violate our Terms and Conditions. "

I will forward all the screenshots to your provided e-mail.

Thank you very much, Belle222, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Belle222,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Bullsbet.io Casino team,

Could you please explain the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw her disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear Belle222,

I was in contact with the casino representative and I was provided with sufficient evidence confirming the casino's claims and decision.

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - although there was a different identity used with the linked account, there were many matches in the data between those accounts, which indicate the use of multiple accounts and bonus abuse (the same bonus code was used in both linked accounts). Considering the provided evidence, it would be likely impossible to prove otherwise. Under such circumstances, the verification is also questionable/impossible.

The casino acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thanks to the Bullsbet.io Casino team for providing information and for their cooperation.

Best regards,

Branislav, Casino.Guru