Bull Casino - 選手の撤退が遅れ、書類が何度も紛失している。

Hello, I deposited at the casino (bullcasiono.de) and played with the bonus.

Now I've won and I've been waiting for my payout for 11 days.

I had to send the documents multiple times because, according to the Live Chat, they weren't received.

I also used the verification function on the site.

But they supposedly don't see my documents.

I have sent them 7 times to different email addresses of the casino. I got the emails from the Live Chat and sent them to my email address.

I've never received responses to questions when I've sent anything to these email addresses. The casino is just ghosting me.

Only now, after I threatened the casino to report to you, have my documents apparently shown up with them.

I have collected all the evidence with emails and the Live Chat.

It looks like the casino is trying to cheat me because I've won something there.

Now my documents are supposedly missing again.

I have taken photos of everything and can send them to you if needed.

Hallo ich habe bei dem Casino (bullcasiono.de) eingezahlt und den Bonus gespielt. 

Jetzt habe ich da Gewonnen und warte seit 11 Tagen auf meine Auszahlung. 

Ich musste die Dokumente mehrmals senden da sie laut Live Chat nicht angekomen sind. 

Auf der Seite die funktion zum verifizieren habe ich auch genutzt.

Aber sie sehen angeblich meine Dokumente nicht.

Ich habe sie 7x an verschiedene Email Adressen gesendet von dem Casino. Die Emails habe ich vom Live Chat bekommen und per Mail an meine Email Adresse.

Ich habe auch nie Rückantworten auf fragen bekommen wenn ich an diese Email Adressen was gesendet habe. Das Casino ghostet mich einfach. 

Erst jetzt nachdem ich dem Casino gedroht habe das ich mich bei euch melden werde sind meine Dokumente aufgetaucht bei ihnen. 

Ich habe alle Beweise Emails und auch den Life Chat gesammelt. 

Das Casino will mich betrügen so wie es aussieht weil ich da etwas gewonnen habe. 

Jetzt sind meine Dokumente angeblich wieder nicht da.

Ich habe von allem Fotos gemacht und kann sie gerne zukommen lassen.

Dear powerranger99,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which documents you submitted to the casino for verification and the exact date you sent the most recent one?

Additionally, did you ensure that all documents were provided in the correct format, size, and resolution as required by the casino?

Please forward all the evidence that could be relevant to the investigation of your case to my email address: veronika.l@casino.guru.

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

Everything was sent correctly, even multiple times, and the support kept claiming that nothing ever arrived.

I also sent all the required documents and completed the verification on the casino website.

I will send you all the pictures by email.

Es wurde alles richtig versandt sogar mehrfach und der Support behauptete ständig das nie etwas angekommen ist.

Ich habe auch alle erforderlichen Dokumente versandt und die Verifizierung auf der Casino Seite auch durchgeführt.

Ich sende ihnen alle Bilder per Mail.

Thank you very much, powerranger99, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you powerranger99 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bull Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

The casino has been telling me for 2 days now that I should send a statement of my wallet. They sent me a wallet number that doesn't belong to me.

I took screenshots of everything.

Das Casino behauptet jetzt seit 2 Tagen das ich einen Auszug von meiner Wallet senden soll. Sie senden mir eine Wallet Nummer die mir gar nicht gehört.

Ich habe von allem Screenshoots gemacht.

Dear powerranger99, I am in contact with the casino representative and they have informed me that the verification process was finalized and your withdrawal should be processed shortly. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello, I received my money.

But it can't be that it's such a drama to get your money there.

Hallo, ich habe mein Geld erhalten.

Es kann aber doch nicht sein das es so ein Theater ist dort sein Geld zu bekommen.

Dear powerranger99,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter