Bulletz Casino - El retiro del jugador se retrasa debido a problemas con la cuenta.

I signed up to Bulletz through an affililiate link.

My account was verified on sumsub, they then sent an email asking for a selfie with a note. I provided this. They still did not process my withdrawal (deposit I did not loose) and then requested a video call on easter monday then tomorrow!

I have refused as I work almost constantly and have asked for my account closed and deposit refunded due to the invasive nature of the KYC for a mere €130.

They are refusing despite EU consumer law detailing clearly KYC cannot be used as a reason for witholidng funds. Also a vendor cannot keep a consumers money if they refuse their custom. There is nothing in their terms about a video call for KYC, no one I have soken to online has been asked for this and it is not physcially possible due to my work life for me to be around when they are demanding this take place.

They are attempting theft

Steven

Dear stevenespie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you asked the casino to reschedule your verification call?
• Could you please explain in more detail how much you deposited and how much you wagered in total?
• Which games have you played?
• Was this your only deposit in the casino?

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,

Tomas

The casino uses sumsub. I passed sumsub. Sumsub uses state of the art AI to ensure no fraud is taking place. KYC HAS THEREFORE BEEN COMPLETED by a system with a lower falability rate then humans.

I provided a selfie with a note also.

I am not able to do any calls with them due to work shifts. Best I can do is a recorded video. However this is needless and absurd due to the methods passed above.

I am also revoking my right under consumer law to have my refund processed. This cannot be ignored.

I only deposited €150. Withdrawal is €130. I only plaid Plinko to turnover my deposit as per the terms as no games were working.

Thanks for the explanation.

Online casinos might ask for supplementary verification before a withdrawal or refund is processed.

Could you please share with me your communication with the casino regarding your inability to participate in a verification call? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear stevenespie,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We've received the following message from the player:

This was resolved by me getting solicitors involved.

Dear stevenespie,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru