Bullsbet.io Casino - プレイヤーのアカウントは閉鎖されました。

Casino wasn't allowing me to withdraw money and blocked my account.

Casino não me estava a permitir levantar dinheiro e para além disso bloqueou a minha conta

Dear Henrique96,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bullsbet.io Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

I've been a casino player for 3 months and my account has been showing as an inactive user for about 3 weeks.

The balance I accumulated was from casino and sports betting.

The balance was obtained without bonuses

Fui jogador do casino por 3 meses e a minha conta surge com a indicação de utilizador inativo desde há cerca de 3 semanas.

O saldo que acumulei foi por apostas em casino e desportos.

O saldo foi obtido sem bónus

Thanks for your reply and the explanation.

• Have you contacted casino support and asked for an explanation of what is happening with the payout and your account?
• Could you please share with me your communication with the casino, including any justification of the casino's actions you were given? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I contacted them several times. I sent prints to the e-mail

Contactei múlttiplas vezes. Enviei prints para o e-mail

Thanks for your reply.

In your reply on April 2nd, the casino asked you for proof of ownership of several cards.

• Have you used a payment that belongs to you exclusively when making deposits in this online casino?
• Do all the cards the casino mentioned belong to you?
• Have you passed account verification in the casino?

Please let me know.

I used a payment method that belongs only to me.

All the cards belong to me.

The casino's KYC always appeared as OK

Utilizei uma forma de pagamento que me pertence apenas a mim.

Todos os cartões me pertencem.

O KYC do casino apareceu sempre como OK

Thank you very much, Henrique96, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 Henrique96,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Bullsbet.io Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Bullsbet.io Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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.

Hello Kubo good day, a member of our team has responded to you today.

Dear Bullsbet.io Casino,

Thank you for your message and for providing the valuable details related to this case.

Dear Henrique96,

According to the information provided, the casino requested that you submit proof of ownership for all credit cards used to deposit funds into your account. However, it appears that you have submitted documentation for only one of the cards.

Could you please clarify why the proofs for the remaining cards have not been provided?

Thank you.

Good afternoon. The remaining cards have already expired, new cards have been sent by the bank which have different numbers. For example, the card ending in 2817 has been replaced by the one ending in 4350 and the card ending in 6521 has also already been replaced

Boa tarde. Os restantes cartões já caducaram, foram enviados novos cartões pelo banco que têm números diferentes. Por exemplo o cartão terminado em 2817 foi substituído pelo terminado em 4350 e o cartão terminado em 6521 foi também já substituído

Dear Henrique96,

Thank you for the information. Your explanation is understood and appreciated.

However, since these cards were used for deposits or withdrawals at the casino, the casino is entitled to request proof of ownership for them - even if they are now expired. Typically, it should be possible to obtain confirmation from the issuing bank verifying that the expired cards were indeed linked to your accounts.

This confirmation can often be generated through your online or mobile banking app, or alternatively, you can request a formal letter directly from your bank. In most cases, when a card expires, the bank provides some form of notification or correspondence, such as a letter or message confirming the expiration and replacement details.

Would you be able to provide such official documentation confirming your ownership of the expired cards?

Thank you for your cooperation.

I have sent the requested supporting documents to your e-mail address

Enviei para o seu e-mail os documentos comprovativos pedidos

Dear Henrique96,

Thank you for providing the bank statements. Have you also sent them to the casino?

If not, please make sure to forward them at your earliest convenience so the process can continue without delay.

Thank you!

I've already sent it to the casino. I'm waiting for a reply.

Já enviei para o casino. Aguardo resposta.

Dear Henrique96,

Thank you for your update.

Dear Bullsbet.io Casino,

Could you please provide an update on the current status of the review of the player's documents? Specifically, are the submitted bank statements deemed acceptable?

Thank you.

Dear Kubo and Henrique96

Thank you for your patience.

After careful review, we must reiterate that our compliance team cannot accept documents showing only a single transaction per card as sufficient proof of ownership.

Given that the cards in question are no longer available, we require an official, dated and signed confirmation from the issuing bank. This document must confirm that the expired cards were issued to the player, specify the expiry dates, and state that the cards were linked to the player’s personal bank account. This confirmation should be provided in the form of a formal letter issued directly by the bank.

Until such documentation is submitted, we are unable to proceed with the resolution of this case.

Please let us know if you require any further clarification from our side.

Thank you.

Dear Bullsbet.io Casino,

As the player is using a Revolut bank account, I’d like to note that Revolut operates entirely online and does not have physical branches. To my knowledge, they provide a digitally generated Card Confirmation document directly via their mobile app, but typically do not issue physically signed letters or confirmations.

Given these limitations, there may be no feasible way for the player to meet your latest request for a signed confirmation. However, the Card Confirmation document clearly lists all issued cards, including expired ones, and confirms their association with the account holder. In our view, this should serve as sufficient proof of card ownership.

Could you kindly confirm whether such a document would be acceptable for your verification process?

Thank you.

Dear Henrique96,

In the meantime, I kindly ask you to generate and submit the Card Confirmation document to the casino. Please feel free to CC me on the email at jakub.m@casino.guru.

To download the Card confirmation document:

1. Open the Revolut app on your mobile device.
2. Tap your profile icon in the top-left corner.
3. Select 'Documents & statements'.
4. Choose 'General'.
5. Select 'Card confirmation'.

This will generate a PDF document that you can download and share as needed.

Thank you for your cooperation.

Good morning.

I sent the document as requested.

I await your reply.

Thank you in advance for your help

Bom dia.

Enviei documento como pedido.

Aguardo resposta.

Desde já muito obrigado pela ajuda

Hello Kubo

A member of our team has send you a response to your request, please kindly check it out.

Dear Henrique96,

Thank you for providing the requested document.

However, as you may have noticed, the confirmation includes only one recently issued card. As such, it does not meaningfully support your claim of ownership regarding the other cards in question. To my knowledge, Revolut allows only one personal account per individual, which means it’s unlikely that those cards were associated with any other account of yours.

Could you please clarify this discrepancy?

That said, I kindly ask you to contact Revolut customer support directly and request an official confirmation letter explicitly stating that the cards in question were previously linked to your personal Revolut account.

Thank you for your cooperation.

Good evening. I tried to find out from the bank what had happened and I realized that these cards belong to my Revolut account, of which I have provided proof. They are one-time purchase cards associated with my Revolut account, which is why the first numbers are the same and why I only have a document showing that I own the account; all that remains of the cards is proof of the transaction, which is why the documents submitted will be sufficient to certify the cards.

Boa noite. Tentei perceber com o banco o que se tinha passado e percebi que esses cartões pertencem à minha conta Revolut do qual apresentei prova. São cartões de compra única associados à minha conta Revolut, daí os primeiros números serem iguais e daí só ter documento de ser dono da conta, dos cartões apenas fica a prova da transação, por isso os documentos entregues serão os suficientes para atestar os cartões.

Dear Henrique96,

Thank you for the clarification. Your explanation makes sense, and I understand your situation.

However, I must point out that using disposable cards at online casinos - where there is a high likelihood of being asked to prove ownership during the KYC process - is generally not advisable. At this stage, you can try to obtain an official confirmation letter from Revolut stating that the disposable cards in question were indeed linked to your account.

I recommend contacting Revolut’s customer support, explaining the situation in detail, and requesting that confirmation. You can also take screenshots of your conversation with their support team and submit those as supporting evidence.

Thank you.

Dear Henrique96,

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,
Kubo
Casino.Guru