Lebull Casino MX - Player’s winnings have been confiscated.

They are shameless scum, I was playing and winning a good amount to be exact 9200 pesos, already having that amount I change the game, I start playing and on the third spin in the new game my balance of 9 thousand pesos disappears and I only get 400 pesos, I talk to the customer service chat and they tell me pure things that are lies, round and round and they don't want to pay me either my 400 pesos that they gave me as a joke or the real amount, that casino is a total fraud, I do not recommend it, terrible service

Hello,

Thank you very much for submitting this complaint. I’m truly sorry to hear about the difficulties you’re experiencing. To better understand your situation and assist you effectively, I’d like to clarify a few points:

• Have you successfully passed the full KYC verification?
• What types of games did you primarily play?
• Have you made any successful withdrawals from this casino in the past?
• Am I correct in understanding that the casino closed your account and confiscated your entire balance? If so, what events or communications preceded this decision?
• Did you accumulate your winnings with or without an active bonus?
• How exactly did the casino explain the sudden change in your balance?

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

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello, good day. I really appreciate your kind attention. Based on your questions, my answers are as follows:

Have you successfully passed the full KYC verification? Yes, I passed the KYC verification without any issues.

What types of games did you mainly play? I played two, the first was Eclipse and the second was Age of Gods Maze Keeper. The first one gave me 9200 and the second one gave me 860. However, while playing the second game, my 9200 funds disappeared, leaving me with only 482. When I tried to cash them out, after 4 hours, they rejected my withdrawal, freezing my account and my money.

Have you made any successful withdrawals from this casino in the past? No, as this was my first time playing.

Am I correct in understanding that the casino closed your account and confiscated your entire balance? If so, what events or communications preceded this decision? Well, that's the thing: they didn't give me a logical or silly explanation. They just told me we're going to verify your account and closed the chat. They asked me to evaluate the service offered, but they never gave me a solution.

Did you accumulate your winnings with or without an active bonus? I generated them with an active bonus but covered the supposed rollover they require to access the funds earned, but that's nothing more than pure theft and fraud.

How exactly did the casino explain the sudden change in my balance? They simply didn't explain anything. My funds just disappeared, and I haven't heard back from them.













Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Lebull Casino MX, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player, are you able to get me your bets and bonuses history?

Dear Ralz,

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.

I seriously doubt I can send the history since my account was blocked without giving me any reason.

Dear Ralz, unfortunately, the Casino has stopped reacting to our messages. A this point I am forced to close the complaint as unresolved. I hope the decrease in the Safety Index will motivate them to involve more. I am sorry I could not be more of help.