Bull Casino - プレイヤーの撤退が遅れています。

I made withdraw on 04.04.

On 05.04 I was informed that several documents were being requested.

I submitted everything on 07.04. Since then there has been no response from the casino.

Dear bloodyx3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have any of your documents been approved by the casino's relevant department?
• Have you made any successful withdrawals from this casino before?

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

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Could you please advise which documents you have already provided and when exactly you sent the last one?

• Copy of my ID (front and back)
• Proof of address
• Selfie of me holding my identity document
• My last 30 days Crypto statement (which is little bit Strange, I never send something like this)

The first two one was on 1st April. The 3rd One on 4rd April, last one on 7th April

Have you provided all the required documents as soon as possible and in the correct format?

Yes!

Have any of your documents been approved by the casino's relevant department?

Only the first ones. The other ones I have no confirmation of approval

Have you made any successful withdrawals from this casino before?

It's my first withdrawal ever on this site.

Thank you for your response. Have the additional documents you sent to the casino been approved in the meantime?

When was the last time the casino communicated with you? Please share your last email conversation at veronika.f@casino.guru, or post screenshots here.

Thank you for your patience and cooperation.

Still no answer and no withdrawal.

They closed my account now without any information. Really no recommendation to play there.

I have now received an e-mail. Allegedly, I am accused of fraud and multiple accounts, among other things. That's not true, of course.

Please forward me the email you received from the casino after your account was closed at veronika.f@casino.guru. Thank you for your cooperation.

I sent it to you.

Thank you very much, bloodyx3, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 bloodyx3,

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

We would like to invite Bull Casino to join the conversation.

Dear Bull Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

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.

Dear bloodyx3,

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 their 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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru