Bulletz Casino - Рахунок гравця закрито, а виграш конфісковано.

Dear TheTaaF,

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that all the documents you provided have been approved?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

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.

Hello,

I played casino slots, Dog House with 5€ per spin.

Yes, whatever documents were asked for were approved but they just kept saying they need more verification.

I did play with a deposit bonus .

Thank you.

Thank you very much for your reply, TheTaaF. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Good Morning Christina, I have forwarded you a few email conversations with Bulletz.

Thank you very much, TheTaaF, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

Hello TheTaaF,

I'm Michal, and I have taken over this complaint. I have reviewed this case; I will contact the casino to shed more light on this matter.

I would like to invite Bulletz Casino to join the conversation.

Dear Bulletz Casino,

Could you kindly confirm when and how the player was notified regarding the second date for the video verification call?

Furthermore, is there a specific reason why the player was not presented with an another alternative date? If there are any additional factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me at [email protected].

Dear Michal and Casino Guru Team,

Thank you for allowing us the opportunity to respond to this complaint and present our side of the situation.

The player’s account was subject to additional verification procedures after being flagged by our internal security system. This process is part of our standard compliance and fraud-prevention protocols, which we apply consistently to ensure the integrity of our platform.

The verification timeline is as follows:

• On April 17, we initially requested that the player submit a selfie while holding their Proof of Identity in one hand, and a handwritten note with the text "Bulletz + today’s date" in the other.
• When no response was received, a reminder was sent on April 19. However, the player did not respond to this request, and due to prolonged inactivity, the ticket was closed and the funds were rolled back.
• The player later submitted a new withdrawal request. As per our procedure, the same document request was issued again on May 2, followed by another reminder on May 4. Again, no reply was received within the required timeframe, and the case was closed on May 6, with the funds returned to the player’s balance.
• The selfie verification was eventually completed on April 24, and at that point, we moved to the next step in our process - a video verification.

The video call is a standard part of our enhanced due diligence process, especially when previous verification steps have shown delays or raised concerns. We scheduled the first video verification for May 7, and provided detailed instructions in advance. The player responded, indicating they would be unavailable due to personal reasons and requested rescheduling.

As a courtesy, we scheduled a second video verification for May 12, again selecting a time intended to be reasonably convenient. Unfortunately, the player did not attend this second appointment either. Contrary to the player’s claim, we can confirm that the invitation for the second attempt was indeed sent and can provide supporting evidence upon request.

Given that the player failed to complete the verification process despite multiple opportunities and reminders, the decision was made on May 16 to close the account and void the winnings in accordance with our Terms & Conditions. This decision was not taken lightly, but was necessary to maintain the compliance standards and security expectations.

We do, however, remain open to refunding the player’s last deposit. To proceed, we require the player to provide their IBAN, which has not yet been submitted. As soon as we receive these details, we will issue the refund.

All relevant communications of our outreach to the player are available and can be shared with Casino Guru in confidence, should further verification be needed.

We appreciate your efforts to ensure fairness and transparency, and we trust this explanation clarifies the steps taken and the rationale behind our actions.

Best regards,

Darja

Thank you for your clarification on the course of events, Darja / Bulletz Casino Team.

Dear TheTaaF,

Can you please explain your non-cooperation and address the points that came to light?

Dear TheTaaF,

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,
Michal
Casino.Guru