Bulletz Casino - Pelaajan kotiutus on viivästynyt.

Good afternoon,

On 06/05 I won 3476€ and got my account verified by sending all KYC requirements, I then made a withdrawal of 500€ (limit/transaction) and I have not received any sound information as to why I have not received payment yet. I am sure that it is not meant to take this long and I have gotten a blanket reply from the casino saying "Please accept our sincere apologies for such a long wait.

We understand that you have been waiting for a while. 

However, as of now, no additional update has been provided to us. 

As soon as we have any news, we will contact you right away."

Dear robbiethebrother, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Bulletz Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Have you made any successful withdrawals before?  
• Have you used the same payment method for your withdrawal request as for making a deposit?
• Was your withdrawal request already processed, or is it still pending? Can you please share the screenshot of your request?
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Natalia,

No, I have not made any withdrawals before.

I have not used the same method for deposit and withdrawal, although all payment were sent to them and the account was verified.

The withdrawal is still pending, see attached.

Yes, I did use a deposit bonus.

Thank you very much for your reply, robbiethebrother. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hi ,

I have sent over the emails.

Thanks.

Dear robbiethebrother, thank you for the emails. I can see that the casino asked you to provide them with "a selfie where holding your ID card in your left hand and a piece of paper with "Bulletz + today’s date" written, holding it in your right hand" on 27th May. Have you provided the requested photograph so that the casino could proceed with the additional verification?

Dear Natalie,

I have emailed the Casino and yourself a copy of the selfie and note which took the Casino 27 days to ask for. Thank you for your assistance in this matter.

Robert

Thank you very much, robbiethebrother, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 robbiethebrother,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bulletz Casino representative to join this conversation.

Dear Bulletz Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

Thank you for bringing this matter to our attention. We appreciate the opportunity to respond to the complaint filed regarding the verification process and delayed payout.

Upon thorough internal review, we would like to clarify the steps taken concerning the player’s account and the timeline of events.

On May 24, our internal security system flagged the player’s account for further verification in line with our standard compliance protocols. As a result, we sent an email requesting the player to submit a selfie while holding their Proof of Identity in their left hand, along with a handwritten note in their right hand that read: "Bulletz + today’s date." This procedure is commonly used to verify the authenticity of documents and identity when irregularities are detected during our security assessment.

As of that date, we have not received a response from the player. A reminder was subsequently sent on May 27, but again, no reply was received. It was only on June 2 that the player submitted the required photograph.

After receiving the materials, our security team carefully reviewed the submission. It was deemed necessary to conduct an additional video verification. Accordingly, on June 9, we contacted the player via email with full instructions and a scheduled date for the video verification process.

Before the winnings can be released, a final standard security review must still take place. This step is part of our internal risk management procedures and is applied to ensure the integrity of our platform and the safety of all participants.

We understand that the process may feel lengthy from the player’s perspective; however, these measures are essential to prevent fraudulent activity and protect the interests of both our players and our platform. We remain committed to resolving this matter as quickly as possible and will notify the player directly once the final verification is complete.

Please do not hesitate to reach out if any further details are required.

Sincerely,

Darja

Dear robbiethebrother,

Could you please confirm, if you have been able to agree on the time of the verification call with the casino?

Thank you.

Dear robbiethebrother,

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.

Sorry didn't see your message yes I can.

Dear robbiethebrother,

Did you also attend the verification call with the casino?

They haven't come with a date yet. They just sent the invite and if I not attend they confiscate winnings. Which is not fair. I have a life and obligations. Can't just make VIDEO CALLS on time that a online casino on the other side of the world wants me to.

Please let Casino bulletz confirm a time here with casino GURU so we are sure both parties agree.

Dear Bulletz Casino,

Could you please specify, when the verification call should take place?

Dear Mirka,

We would like to clarify the situation regarding the pending video verification.

The invitation for the video verification session was sent to the player on June 22, with the session scheduled for June 30th at 16:00 GMT. We have not received any response from the player so far, and we assume that the player agrees to the proposed date and time for the session. We will proceed accordingly and will be ready to conduct the verification as scheduled.

If the player has any concerns or requires a different time, please reply to the email that was sent.

Best regards,

Darja

Dear robbiethebrother,

Would you be able to attend the verification call at the proposed time?

Hello Mirka and Bulletz,

I have just seen this, and, I am not able to attend at that time as I am at work. I will have a look at my work schedule and come back to you, approximately how long will this call take and is it only done between 9-5? What is the time scale please?

Dear robbiethebrother,

Please understand, it is your responsibility to inform the casino about the inability to participate in the verification call in advance. Since the planned time is in less than 3 hours, please try to get in touch with the casino as soon as possible through all accessible channels. Without that, it is not certain, it would be successful.

Dear Bulletz Casino,

Would you be able to come to an agreement with the player regarding the change of the verification call's date and time?

Dear Mirka & robbiethebrother,

We would be able to review the possibility of rescheduling the verification call to a more suitable time for the player. Please note that the video verification usually takes around 10–15 minutes.

However, to avoid unnecessary delays, it’s important that the player responds to the emails from our support team. Ignoring the emails or not informing us in advance about unavailability only prolongs the process. Once we receive a reply with your availability, we’ll check the options and confirm a new time if possible.

Thank you for your cooperation. We look forward to your reply via email to finalise the arrangement.

Best regards,

Darja

Dear robbiethebrother,

Please be advised. that it would be to your own advantage, to contact the support as soon as possible, and cooperate with them, since your withdrawals will not be available, until you successfully finish the verification process.

Please contact support regarding your new date and time of the next verification call, and forward me the communication to miroslava.d@casino.guru.

Dear Bulletz,

I can attend a video call on Friday at 14.30pm Irish time.

Dear robbiethebrother,

As mentioned earlier, please contact casino's official support channels, and forward me the emails to miroslava.d@casino.guru.

Thank you.

I have just completed the video call with the Casino.

Thank you for the update, robbiethebrother.

Have you also received results of your verification call? Has your verification process been successful?

Dear robbiethebrother,

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.

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,
Mirka
Casino.Guru