Bulletz Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

My account was closed at this casino after "failing" verification, I had a remaining balance of 1014 EUR which they confiscated, I submitted my ID through their SumSub system, which was approved sucessfully, I also sent a required utility bill to the same system, but at the end I never got the approved status, and today my account is banned for "Not passing verification"

They have only communicated with me through email to ask me if I was a politically exposed person, which I am not. Nothing else

Honestly this casino is so shady and everything is so weird, if anyone is reading this complaint, please, please don't play here.

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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 how long you were a player at the casino and when exactly your account was 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?
• What was the format of the document that wasn't approved? Did the information on the document match the personal information filled out in your player's profile?

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

Hello, thank you for your communication Thomas.

Answering your questions;

I have been a player at Bulletz Casino since Dec 2024.

I played mostly live games (Roulette, Baccarat, Blackjack) which led me to my final balance of 1014EUR

No I didnt use any bonus, all my wins were obtained with deopsits only

I believe the two doccuments I submitted were approved by SumSub which is one of the best anti-spoof platforms , it was a PDF with my latest credit card bill and my passport. So it was Bulletz Casino that manually declined the documents, which were the same that I had on my profile.

Dear georgipas,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you georgipas for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bulletz Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

Dear Peter,

Thank you for your message and for the opportunity to clarify this situation.

Following a thorough review, our verification process determined that the documents provided by the customer could not be accepted, as there were indications that they had been edited or otherwise modified, and did not meet our authenticity requirements

In addition, our standard security and risk assessment procedures identified certain inconsistencies and elevated risk indicators associated with the account. These findings required further review and action in accordance with our internal policies and regulatory obligations.

Based on the outcome of these combined checks, the account was closed in accordance with our Terms and Conditions. As outlined in clause 13.8: "If our security department cannot fully verify a client's account and has reasonable suspicions that fraudulent activity may be involved, the client's winnings may be voided and the account blocked."

We understand the importance of transparency in such cases and remain fully open to cooperation. Kindly note that we provided additional evidence to the email - peter.c@casino.guru. Please note that this information is confidential.

Please let us know if any further clarification is needed.

Kind regards,

Darja

Thank you for providing me with the evidence Bulletz Casino representative.

Dear georgipas, the casino has provided me with evidence that you have provided an edited document for the purposes of verification. This is activity constitutes a clear violation of verification requirements and is considered fraud. I strongly advise against such activity in the future as it can lead to your blacklisting in the whole of industry. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter