Lebull Casino MX - Виграш гравця було конфісковано через скасований бонус.

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.

RESULTA QUE HICE UN DEPOSITO DE 1000 PARA JUGAR Y DESPUES DE UN TIEMPO ME COMUNICO A SOPORTE PARA PREGUNTAR CUANTO ME HACIA FALTA PARA LIBERAR EL BONO A LO QUE ME RESPONDE QUE UN POCO MAS DE 1200 PESOS APROXIMADAMENTE Y DESPUES DE JUGAR ESE DINERO QUE ARGUMENTO CUANDO QUIERO RETIRAR RESULTA QUE MAGICAMENTE YA TENGO ACTIVO OTRO BONO PERO AHORA DE 40mil MISMO QUE YO NO ACTIVE NI MUCHO MENOS SOLICITE Y CUANDO CANCELO EL BONO PARA AL MENOS PDER RETIRAR MIS 1000 INICIALES RESULTA QUE ME QUITAN TODO EL DINERO EN LA CUENTA QUE POR QUE NO ERA DINERO REAL SIENDO QUE ME LL DESCONTARON DE MI CUENTA Y TENGO LA MANERA DE PROBARLO PERO AL PEDIR EXPLICACIONES DEL POR QUE O COMO SE ACTIVO SOLO ESE OTRO BONO LA DE SOPORTE SE HACE LA OFENDIDA Y ME CORTA LOS CANALES DE COMUNICACIÓN ASI QUE ESTO YO LO CONSIDERO COMO UN MISERO FRAUDE Y UN ROBO TOTAL.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

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

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.

Hello, 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.

HOLA LAMENTO NO HABER RESPONDIDO ANTES, DADO LA TEMPORADA ANDABA ALGO ATAREADO, CHECARE LA INFORMACION QUE ME SOLICITA Y DE SER POSIBLE HOY MISMO SE LA ESTARE HACIENDO LLLEGAR MUCHAS GRACIAS Y NUEVAMENTE UNA DISCULPA POR LA DEMORA.

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

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 [email protected]. Thank you for your cooperation.

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.

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