Bubbles Bet Casino - Igrač tvrdi da mu je isplata odložena.

I requested a withdrawal of €480 on April 5th, 2024 (Transaction #75340250). My account is fully KYC verified. For the last 9 days, I have been repeatedly told that my account is under "routine investigation". On April 13th, support agent "Bruno" explicitly promised a resolution by April 14th. Today (April 14th), agent "Robbie" claimed the case was escalated as a priority (Ticket #57655), but the status remains "Pending". The casino is using stall tactics and providing misleading information to delay my payment. I have full chat transcripts and screenshots of these promises.

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.

Dear Jakubek82,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Jakubek82,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning. Unfortunately, I'm still waiting and haven't received a specific response from them, just "please wait, they'll let you know by email." The question is, how much longer?

Should I file a complaint again?

Dear Jakubek82, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Good morning. This is my first withdrawal request. I can send an email from the casino chat. I don't remember if it was during or after the bonus.

Hi Jakubek82,

Thank you for your response. To better understand your situation, I would like to ask you to clarify a few remaining points:

Could you please confirm whether your account is fully verified (KYC completed and approved)?

Do you recall if your winnings were obtained with an active bonus or without any bonus? If yes, could you specify which bonus was used?

Could you confirm whether you were playing casino games or sports betting?

Could you please send us the full communication with the casino, especially regarding the "routine investigation" and the promised resolution? You can either upload it here or send it to karla.m@casino.guru.

Also, could you confirm if your withdrawal status has changed in your account (e.g., still pending, reversed, or approved)?

Thank you in advance for your cooperation.

Karla

Good morning. What's the problem? I already sent this information last time. Please respond quickly.

Good morning, I wanted to ask why I have to send information again that I've already sent once. I asked about this in my complaint, but I won't receive a response before the deadline expires. Is this just a time-waster, as nothing has changed in my case for almost a month? Will I finally get a concrete answer from you or from BubblesBet Casino?

Dear Jakubek82,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia, (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Jakubek82,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Good morning – does this mean I should wait for information from you?

Dzień dobry – czy to oznacza, że powinienem czekać na informacje z Państwa strony?

Hello Jakubek82,

At this time, there is nothing further required from you. I will keep you updated as soon as we receive any response from the casino. In the meantime, please feel free to inform me of any developments on your side. Thank you for your patience.

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.

Okay, so I might not receive the winnings. I just have to wait—how long?

Dear Jakubek82,

We have tried to contact the casino multiple times; however, to this day, we have not received any response from them.

We will continue monitoring the situation and will let you know immediately if there are any updates.

Please note that our system automatically adds another 7 days to allow the casino additional time to respond. If we still do not receive any response during this period, we will unfortunately need to close the complaint as unresolved due to a lack of communication from the casino’s side.

Thank you for your patience.

Dear Jakubek82,

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 its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Lucia S