Bulletz Casino - Las ganancias del jugador fueron confiscadas.

Hello Casino Guru

I am appalled by the lengthy verification process by Bulletz casino, even though I have complied with all their requests, they have confiscated my winnings and say that I did not complete the verification process without giving me a valid reason. 

On 23/04/25 - won 1598€

24/04/25 -I uploaded my POA and payment verification documents for verification.

29/04/25 - Account verified and I withdrew 500€ as per their limits.

02/05/25 - Escalated to Finance to speed up withdraw processing.

05/05/25 - They ask for a selfie with a note.

09/05/25- sent selfie and note.

12/05/25 - They asked for a video call for verification to be done on 16 May.

16/05/25 - Call was done.

22/05/25 - They send me this message - "Our security team has informed us that you have not successfully completed the verification process, resulting in the confiscation of your balance. Additionally, we’re excited to let you know that we’ve passed your request along to our financial team regarding the refund of your deposits."

Now, like I said, I have complied with all their requested verifications so I do not appreciate being cheated and taken advantage off in this way.  

Dear stephieg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the lengthy verification process at Bulletz Casino and the confusion surrounding your winnings.

To better understand your situation and assist you effectively, could you please provide us with the following details:

• Have you received any specific reasons from the casino regarding why they claim you didn't complete the verification process, aside from the message you mentioned?
• Could you confirm if you received any notifications or messages during the verification process, particularly regarding documents that might not have met their requirements?
• Are there any particular terms and conditions from Bulletz Casino that you've reviewed that may pertain to withdrawals and verification requirements?

Your cooperation in providing these details will help us investigate and work towards a resolution. Please feel free to forward any relevant communication to petronela.k@casino.guru.

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

Best regards,

Petronela

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 email addresses provided in your complaint thread.

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

Good day,

No they have not given me any valid reason as to why the verification failed.

After each request I sent them , it was verified and then they asked for the next.

I have followed all the verification requirements as they have asked for it, everything was verified and I made the withdrawal, So I don't understand why they are delaying the process and finally confiscated my winnings. I have not gone against any terms.

Hi,

Thank you very much for your reply and for clarifying that you completed all the requested verification steps.

To help us move forward and build a clearer picture of your case, could you please also answer the following questions:

• Did the casino ever mention what part of the verification process was considered unsuccessful? For example, did they raise concerns about the video call, documents, or any inconsistencies in your details?
• Have you ever had previous withdrawals successfully processed from this casino prior to this one? If so, were those withdrawals subject to the same verification steps?
• During the video call on May 16th, did the casino confirm that everything was in order, or was there any indication that further steps were needed afterward?
• Could you confirm what types of games you played prior to your withdrawal request—were they slot games, live casino, sports betting, or other categories?

If you have any screenshots or emails that show confirmation of your verification stages, the video call, or any specific feedback from their support team, please forward them to petronela.k@casino.guru.

Thank you.

Petronela,

Thanks for your reply.

This is what they say to your first question "Our security team has informed us that you have not successfully completed the verification process, resulting in the confiscation of your balance" so to me this is not a solid reason.

No I have not has any previous withdrawals with this casino.

During the call they just said they would be in touch and did not for a few days so I emailed them and then they came back with this email:

"Dear customer,

We hope this message finds you well!

We are contacting you regarding the verification process.

Our security team has informed us that you have not successfully completed the verification process, resulting in the confiscation of your balance. Additionally, we’re excited to let you know that we’ve passed your request along to our financial team regarding the refund of your deposits.

Your understanding and cooperation in this matter are greatly appreciated.

If any further questions arise, please get in touch with us again. We will gladly assist you!

Best wishes,

John."

I played casino slots Bigger bass splash 2 and Easter Plinko.

Thank you very much, stephieg, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello stephieg,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite Bulletz Casino to join the conversation.

Dear Bulletz Casino,

Could you please clarify why the player's verification has not concluded successfully? If there is some information that cannot be shared publicly, please forward it to me, including any supporting evidence, at michal.k@casino.guru

Dear Michal,

Thank you for reaching out and for your efforts in reviewing this case.

We would like to clarify the sequence of events and provide additional context regarding the player’s verification process and the resulting actions.

The player was requested to complete video verification, which was conducted on May 16th.

During the video verification, the player failed to meet our internal security standards required to pass the verification successfully, specifically, they were unable to confirm ownership of the account.

As a result, our Security Team marked the verification as unsuccessful, and a decision was made to confiscate the balance in accordance with our Terms & Conditions.

In good faith, we offered the player a full refund of all deposited funds. The initial email was sent on May 21st, followed by a reminder. Unfortunately, we have not received any response from the player to proceed with the refund.

We remain open to resolving this situation. If the player would now like to proceed with the refund of her deposits, we are still willing to honour that offer. She may contact us directly via support or reply to the original email sent to her registered email address.

Thank you!

Best regards,

Darja

Dear Darja / Bulletz Casino team,

Thank you for your reply. I have replied to your email and am looking forward to your response.

Dear stephieg,

Could you kindly respond to the message above? Do you feel confident that you have given the correct answers to all the enquiries posed by the casino security team during the video verification call?

There was not 1 question I couldn't answer. Casino just looking for a reason not to pay.

Dear stephieg,

Thank you for your response. The information I have received so far indicates something else; however, I have requested more evidence from the casino team to assess the situation.

Dear Darja / Bulletz Casino team,

I await your reply to my email and the provision of the requested information and evidence.

Thank you in advance.

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 Michal,

Thank you for your follow-up.

I would like to confirm that a response has been sent to your email address, michal.k@casino.guru.

Please feel free to reach out if any further clarification is required.

Best regards,

Darja

Thank you for all the information and evidence provided, Darja / Bulletz Casino team

Dear stephieg,

After a careful review of the information and evidence we could gather, I regret to inform you that you did not pass the verification process for legitimate reasons. There were significant discrepancies between the facts and the information you provided, or maybe it's better to say not provided, during your verification call. As a result, you did not fulfil the necessary criteria to successfully complete the KYC process.

I apologize for not being able to assist you further in this matter. I recommend that you adhere to all regulations in your future gaming activities and, if possible, retain evidence of significant events (such as wins, bonuses claimed, or any potential issues encountered with the games), as this may prove useful in similar situations in the future. I will now proceed with closing your complaint. I understand this may not be the outcome you were hoping for, but after careful consideration, we must uphold the casino’s decision in this case. Should you still feel that you have been treated unfairly, you are welcome to raise the matter with the casino’s licensing authority. However, we are unable to offer further assistance on this specific issue.

Please feel free to reach out to us if you encounter any difficulties with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru