Bull Casino - Zahtev igrača za povlačenje je odložen.

at first bull casino didnt let me withdraw because they said i need to use the same withdrawal method as i did to deposit but that was not possible because their own website didn't even have that option . i deposited via visa card method. that issue lasted a while .

then after that they started asking for a lot of extra kyc documents such as bank statements , ID, selfies with ID , proof of address. then they asked me to send statements from a completely different bank that have that i dont even use for the deposits . they only asked me for that different unrelated bank because they saw transfers within my other bank with the deposit.

so i sent them the statements from my other bank . and then i didn't hear from them for almost one month.

then they asked me proof for statements showing the transfers between my bank accounts. so i had to order custom statements for the bank to send to me by mail. after waiting a while for the bank to send it. i finally received it by mail and sent them the picture by of the paper. now they are saying the only accept pdf not physical paper . but my bank only send it via mail when you request older statements.

my initial deposit was 528.23$. i used the welcome bonus of 100% up to 300$. and i played ninja vs samurai game. i deposited via card method. and won 2154.60$

ive attached all my email communications with the casino

Dear amarcanada111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Are there any other withdrawal methods available that you could use?
• Do you currently have any pending withdrawals?
• Could you please clarify when exactly you sent the last document? Do I understand correctly that your casino account hasn't been verified to this day?

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.

Best regards,

Kristina

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

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

Stay cautious and contact us directly if you have any doubts.

Are there any other withdrawal methods available that you could use?

there are currently 3 withdrawal methods : interac , mifinity and bitcoin.

Do you currently have any pending withdrawals?

i have 2154.60 in pending.

Could you please clarify when exactly you sent the last document? Do I understand correctly that your casino account hasn't been verified to this day?

the last document i sent was on april 17th but the issue has been going on since january. im verified on the casino website but ive been asked for an insane amount of extra documents via email.

now the issue is that i ordered an old bank statement that was requested by them. it was sent tot me by mail in a paper. now they are saying they only accept pdf but i cant get it in pdf format.

Thank you for your reply, amarcanada111. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear amarcanada111,

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.

hello, sorry for the delayed response. the current status of my withdrawal is that the funds are back into my casino account. the casino doesn't have the option to show withdrawal history. i attached the necessary screenshots to prove it as well as the livechat conversation showing they dont know where it is either. ive also emailed you all of my email conversations with the casino. the casino also erased all my gambling history on their website as well, as you can see from the screenshots. .

Thank you very much, amarcanada111, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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 amarcanada111,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bull Casino representative to join this conversation and participate in resolving this complaint.

Dear Bull Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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 amarcanada111,

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. 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. In the meantime, I recommend you contact the Curacao Gaming Control Board (Regulator states that it will not handle individual disputes between players and operators, but if you want to try to contact them then use the following link: https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru