Bulletz Casino - Nalog igrača je zatvoren zbog neuspešne verifikacije.

i signed up on july 9th

i deposited 300 dollars and used their 100% welcome bonus.

i played fruit zen slot game.

i complied with all the terms of the bonus

i then submitted all the verfication docs such as ID, proof of address, proof of deposit.

they then asked for a selfie with bulletz on a paper and the date which i provided.

they then asked for a video examination where they asked me a bunch of question. i answered all the questions correctly except for one question which was what was the game provider of fruit zen. i didnt know the game provider on the top of my head as its a very specific question.

now a week later they sent me an email sayin i didnt pass the video verification and they are closing my account. i would like to dispute that outcome as i deem it unfair.

Hello,

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

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

• Could you please advise when exactly your account was blocked?
• How did you learn about your account being blocked?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

i was sent an email on august 6th.

Thank you very much for providing the necessary information. 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 medery,

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 Bulletz Casino representative to join this conversation and participate in resolving this complaint.

Dear Bulletz 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 Stefan,

I’m writing to provide clarification regarding the decision made on the player's account.

The player was required to complete an additional verification process. This is a standard security procedure that is initiated when our monitoring systems flag an account for activity that requires further review for potential security risks.

In accordance with our security and data privacy policies, we are unable to disclose the specific details of our findings or share sensitive materials in this public forum.

However, a detailed summary of the case has been sent directly to your email address (stefan.m@casino.guru) for your private review.

Thank you for your attention to this matter.

Best regards, 

Darja

Dear Bulletz Casino,

I have responded to your email requesting additional evidence.

Please let me know once you respond to my email.

I'll be awaiting your reply.

Dear Stefan,

Kindly note that the reply was provided to you via email.

Thank you!

Best regards,

Darja

Dear medery.

Based on a review of the evidence, we believe that the casino acted in accordance with their terms and conditions, and therefore, the decision not to pass the KYC process was appropriate.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.