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Request for full withdrawal of 17,075 euros

Deposited 2,000 euros + 50% bonus

Bonus limited to live games

Banned games

Betting limits

Restricted by the system

Did not engage in restricted games

Contacted live agent via email multiple times, always receiving the same response: "We'll address this urgently."

More than two weeks have already passed

17075ユーロ全額の出金を求める

2000ユーロ入金　50%ボーナス　

ライブゲーム限定ボーナス

禁止ゲーム

ペッド上限　

システムで制限かかるため

やっていない

ライブエージェント　メールでと何回も問い合わせしても　早急に対処するの繰り返し

すでに二週間以上経過

Dear hirokann0525,

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 the situation.

Could you please confirm that you passed the full KYC verification?

What is the current status of your withdrawal request? Is it pending or has it been processed by the casino?

When exactly did you submit your withdrawal request?

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

Can you confirm that you have passed full KYC verification?

Is

What is the current status of my withdrawal request? Is it pending or has it been processed by the casino?

Pending

Only mentions that the provider is investigating

When exactly did you submit your withdrawal request?

8/13

Have you ever successfully made a withdrawal from this casino?

be!

There are also high withdrawal amounts

完全な KYC 検証に合格したことを確認していただけますか?

している

出金リクエストの現在のステータスはどうなっていますか? 保留中ですか、それともカジノによって処理済みですか

保留中

プロバイダーの調査中しか言わない

出金リクエストを提出したのは正確にはいつですか?

8/13

これまでにこのカジノから出金に成功したことはありますか?

ある！

高額出金もある

I told Casino Guru I was suing him.

I was not able to connect to a live agent

I can't log in anymore

Bad casino

カジノグルに訴えたって言ったら

ライブエージェントに繋がらなくされて

ログインできなくなったんだけど

悪質なカジノ

Could you please specify what games you played with your bonus?

Also, please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you for your patience and cooperation.

There will be no interaction this time!!

The system is restricting it so that you can't violate anything.

I never thought it would be a problem either.

Because everything is restricted by the system.

Ped also kept betting 99.9% of the time at 50 euros.

今回はやり取りないよ！！

何も違反できないように　システムで制限されてるから

私も　問題になるなんて　思ってもみなかった

なぜなら　システムで全て制限されているし

ペッドも99.9% 50ユーロで賭け続けたから

Interact with a live agent

Withdrawal progress only

Now I can't even log in

Chat history is not saved from the beginning Casino system chat

ライブエージェントととのやり取りは

出金に関する　進捗状況だけ

今は　ログインすらできない

チャット履歴は元から残らない　カジノのシステムチャット

Thank you very much, hirokann0525, 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 hirokann0525,

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 Bullsbet.io Casino to join the conversation.

Dear Bullsbet.io Casino,  

I would appreciate it if you could clarify the reasons behind the closure of the player's account. Additionally, will all pending withdrawals for the player be processed?

Hello Michal

We appreciate the opportunity to provide further clarification on this matter.

The player participated in our weekdays live casino bonus promotion and raised concerns during gameplay, specifically claiming that the wagering was not being correctly tracked. These concerns were communicated to our support team on five separate occasions. Once the bonus funds were released into the player’s real balance, he attempted to withdraw the funds. In response, our team informed the player that his account and all related activity would undergo a thorough review. This investigation is currently ongoing and includes collaboration with our game providers to carefully examine the concerns raised during gameplay. Unfortunately, such processes require time to ensure all aspects are properly addressed.

After informing the player of this process, we encountered aggressive behavior during our correspondence, including abusive language toward our staff and threats of legal action. The player has also notified us that he has filed complaints with our regulator, on your platform, and has initiated legal proceedings. Due to the escalation of this matter, we have suspended his account pending the outcome of our investigation.

Here are the key points regarding the current status of this case:

• The investigation has not yet concluded, and we remain in contact with the game providers to fully investigate the player’s claims.
• The player’s account has been flagged as a potential duplicate, sharing IPs and devices with ten other accounts.
• The account requires verification, including the submission of identity documents and proof of source of wealth.
• Due to the player’s abusive behavior and threats of legal action, our support agents have been instructed not to engage in further direct communication until the above are addressed.

We understand the player’s frustration, and we would like to emphasize that all steps taken thus far are in accordance with our Terms and Conditions. We are required to follow due process and ensure compliance with both regulatory and internal guidelines.

In the meantime, if you require any evidence to support the points raised above, we would be more than happy to cooperate.

Thank you for your understanding and patience as we work through this matter.

The investigation is not yet complete and we continue to be in contact with the game provider to thoroughly investigate the player's claims.

It's been more than a month already

I was told by support that it will be resolved within this week.

The player's account has been flagged as a possible duplicate because it shares an IP and device with 10 other accounts.

Don't lie

I have successfully made a huge withdrawal of nearly $10,000 at your casino.

There is only distrust

The account requires verification, such as submitting proof of identity and proof of source of assets.

You have submitted everything that was asked of you!

Due to the player's abusive behavior and threats of legal action, our support representatives have been instructed to refrain from any further direct communication until the above issue has been resolved.

No threatening or insulting behavior

Even after two weeks, you still said you were contacting the provider and the live chat was not available.

CasinoGuru said they would sue the license, which is a legitimate claim.

Please apologize. I have not slandered you.

Please pay all winnings as soon as possible

調査はまだ終了しておらず、プレイヤーの主張を徹底的に調査するためにゲームプロバイダーと連絡を取り続けています。

もう1月以上経過していますが💦💦

また　サポートに今週中に解決すると言われましたが

プレイヤーのアカウントは、他の 10 個のアカウントと IP とデバイスを共有しているため、重複の可能性があるとフラグが付けられています。

嘘を言わないでください

私は　あなた方のカジノで1万ドル近い高額出金を成功させています

不信感しかありません

アカウントには、身分証明書の提出や資産源の証明などの検証が必要です。

あなた方に求められたものは提出を全てしました！

当該プレイヤーの虐待行為および法的措置の脅迫により、弊社のサポート担当者は、上記の問題が解決されるまで、これ以上直接的なコミュニケーションを行わないよう指示されています。

脅迫行為　侮辱行為をしていません

あなた方が二週間経過してもプロバイダーに問い合わせ中としか言わなく　また　ライブチャットも繋がらない事があったため

カジノグル　ライセンスに　訴えると言いました　正当な主張です

謝ってください　誹謗中傷は一切していません

一日でも早く　全ての勝利金を正しく支払ってください

Dear Bullsbet.io Casino team,

Thank you for your response. I acknowledge that the inquiry involving the game provider may require some time. Could you kindly share any estimated timeframe for the anticipated results? Additionally please forward any related evidence (including the player's interaction with your support team) to me at michal.k@casino.guru

Dear hirokann0525,

I understand your desire for the verification or investigation process to be completed swiftly, ideally within a few days, but please note that this isn’t always feasible due to various factors. In our experience, investigations involving the game provider can sometimes take longer than expected, with some cases extending over several months. We sincerely hope this won’t be the case for you, but we must await the outcome of the investigation before determining the next steps.

I also recognize your frustration, but I kindly ask that you maintain a respectful tone when interacting with the casino team, as abusive or offensive language rarely contributes to a positive resolution. Please understand that any casino has the right to conduct additional investigations if any discrepancies arise, even if a player has been previously verified and withdrawals processed in the past. At this moment, I kindly request your patience.

got it!

I'll be a little more patient

I also sent another email to CasinoGuru but haven't received a reply for almost two weeks.

Please reply

わかりました！

もう少し忍耐強く我慢します

またカジノグルに別件のメールを送信したけど2週間近く返事がありません

返信お願いします

Dear hirokann0525,

I am not fully familiar with the case my colleague Adam was moderating but he will answer you at his earliest convenience, anyway, it looks like it's in the licensing authority's hands, so there is nothing we can do about it anymore.