Bull Run Bets Casino - Pelaajan kotiuttaminen viivästyy vahvistusongelmien vuoksi.

I started playing with the casino on 22th of October, made a first deposit and got winning of 627USD. I uploaded all requested documents for verification because otherwise I am not allowed to request a withdrawal. My ID verification is still pending (see attachment). I dont know the reason why it is not still verified. Casino doesnt have live chat. I opened a ticket in my profile on support page asking the reason, but there is no reaction to my request. Also I sent emails to support but casino doesn#t reply. Please, help me to contact the casino or solve the issue somehow that I will get my winning.

Hello jjorusovich,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bull Run Bets Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello,

1. Verification is pending since 22th of October.
2. My selfie and proof of residence are approved, ID is still pending.
3. As I already mentioned I could not communicate with casino. They do not have live chat and do not reply to the email. I opened a ticket in my profile but there is no reaction from casino support also.

Thank you jjorusovich for all the information provided so far. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jjorusovich,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bull Run Bets Casino representative to join this conversation and participate in resolving this complaint.

Dear Bull Run Bets Casino,

Could you state why the player's ID has not yet been verified?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru