The player from Mexico deposited 1,000 pesos to play and was told by support that he needed about 1,200 pesos to unlock the bonus. When he tried to withdraw, an unrequested 40,000-peso bonus appeared; after he canceled it to withdraw his funds, the casino confiscated his winnings, claiming they were not real money, and cut off communication. The complaint was closed due to the player's lack of response to requests for additional information needed to investigate the issue. The player was informed that the complaint could be reopened if he chose to resume communication.
Lebull Casino MX - Player’s winnings were confiscated due to a cancelled bonus.
Closed
Our verdict
Player stopped responding
Amount: Mex$2,000
Lebull Casino MX
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
It turns out I made a deposit of 1000 to play, and after a while, I contacted support to ask how much I needed to unlock the bonus. They told me a little over 1200 pesos, approximately. After playing with that money, when I tried to withdraw, it magically appeared that I had another bonus active, this time for 40,000 pesos, which I neither activated nor requested. When I canceled the bonus to at least withdraw my initial 1000 pesos, they took all the money from my account, claiming it wasn't real money, even though it was deducted from my account, and I have proof. But when I asked for an explanation, they refused. HOW WAS THAT OTHER BONUS ACTIVATED BY ITSELF? SUPPORT ACTS OFFENDED AND CUTS OFF ALL COMMUNICATION CHANNELS, SO I CONSIDER THIS A MISERABLE FRAUD AND A TOTAL THEFT.
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4 months ago
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
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4 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please send me a screenshot of your bonus history in your casino account?
Can you also kindly send me a link or a screenshot of both bonuses you played with?
Have you activated a bonus when you deposited 1000 pesos into the casino?
How much of the 40,000 pesos bonus have you wagered before you decided to cancel it?
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
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3 months ago
Dear Gustambo94,
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.
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3 months ago
TranslationHello, I apologize for not responding sooner. Due to the season, I've been quite busy. I will check the information you requested and, if possible, I will send it to you today. Thank you very much, and again, I apologize for the delay.
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3 months ago
Hello Gustambo94,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 months ago
Thank you for letting me know. I have not received any responses from you yet.
- Could you please send me a screenshot of your bonus history in your casino account?
- Can you also kindly send me a link or a screenshot of both bonuses you played with?
- Have you activated a bonus when you deposited 1000 pesos into the casino?
- How much of the 40,000 pesos bonus have you wagered before you decided to cancel it?
You can forward the requested screenshots and all the other evidence that could be relevant to the investigation of your case to me at veronika.f@casino.guru. Thank you for your cooperation.
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3 months ago
Dear Gustambo94,
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.
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2 months ago
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,
Veronika
Casino.Guru
