Bull Run Bets Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

The casino is attempting the theft of 5k in EUROS. They are clearly a scam site and this is going to be fruitless, but am doing it so Casinoguru start warning players.

I contacted them on telegram as my withdrawals were getting rejected with no explanation. They claimed they did not accept players from my region, Ireland, and therefore blocked my account. This happened within 5 minutes of me hitting 5k on roulette.

I was KYC verified (they approved all my documents), their terms also do not list ireland as resitricted. When I pointed this out to someone called 'Alfie' on telegram he said that didn't matter and under their license from CGB they couldn't accept irish players. I replied stating this wasn't detailed anywhere on their license (which they don't currently have). Alfie then blocked me from telegram.

I cannot access the account and they have ignored every attempt at engagement.

I recommend Casinoguru reach out to them via telegram, join their group and then look at admins. Alfie is the one who engaged and then blocked me. You will then see for yourself what they are doing to players.

Dear charly_golden,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bull Run Bets Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• When was your account verified?
• Could you please share evidence the reason why your winnings weren't paid out was due to being from a restricted country?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Could you please advise how long were you a player of the casino and when exactly was your account blocked? I was a player for three months. I had one small withdrawal. They then cancelled every withdrawal request for 2 months, they ignored all support tickets. I then hit 5k on roulette. The account was then closed almost instantly. When I reached out on telegram they told me it was due to being from a restricted country. They then said it was due to their Curacao license. Another lie.

When was your account verified? As detailed in the complaint above, yes it was.

Could you please share evidence the reason why your winnings weren't paid out was due to being from a restricted country? I cannot. The representative 'Alfie' an admin on their telegram channel told me, he then deleted the thread and blocked me.

Thank you very much, charly_golden, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear charly_golden,

I am so sorry to hear about your problem with the withdrawal. 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 please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

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