Lebull Casino MX - Las ganancias del jugador fueron confiscadas.

They are shameless scum, I was playing and winning a good amount to be exact 9200 pesos, already having that amount I change the game, I start playing and on the third spin in the new game my balance of 9 thousand pesos disappears and I only get 400 pesos, I talk to the customer service chat and they tell me pure things that are lies, round and round and they don't want to pay me either my 400 pesos that they gave me as a joke or the real amount, that casino is a total fraud, I do not recommend it, terrible service

Son unas lacras descaradas estaba jugando y ganando una buenas cantidad para ser exactos 9200 pesos ya teniendo ese monto hago un cambio de juego empiezo a jugar y ala tercer tirada en el juego nuevo mi saldo de 9mil pesos se desaparece y me salen solo 400 pesos hablo al chat de atención a clientes y me dicen puras cosas que son mentiras vueltas y vueltas y ni mis 400 pesos que me dieron de pura mamada ni el monto real me quieren pagar ese casino es un fraude total no lo recomiendo pésimo servicio

Hello,

Thank you very much for submitting this complaint. I’m truly sorry to hear about the difficulties you’re experiencing. To better understand your situation and assist you effectively, I’d like to clarify a few points:

• Have you successfully passed the full KYC verification?
• What types of games did you primarily play?
• Have you made any successful withdrawals from this casino in the past?
• Am I correct in understanding that the casino closed your account and confiscated your entire balance? If so, what events or communications preceded this decision?
• Did you accumulate your winnings with or without an active bonus?
• How exactly did the casino explain the sudden change in your balance?

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

Veronika

Important Notice:

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If anything seems suspicious, please contact us directly. Stay safe.

Hello, good day. I really appreciate your kind attention. Based on your questions, my answers are as follows:

Have you successfully passed the full KYC verification? Yes, I passed the KYC verification without any issues.

What types of games did you mainly play? I played two, the first was Eclipse and the second was Age of Gods Maze Keeper. The first one gave me 9200 and the second one gave me 860. However, while playing the second game, my 9200 funds disappeared, leaving me with only 482. When I tried to cash them out, after 4 hours, they rejected my withdrawal, freezing my account and my money.

Have you made any successful withdrawals from this casino in the past? No, as this was my first time playing.

Am I correct in understanding that the casino closed your account and confiscated your entire balance? If so, what events or communications preceded this decision? Well, that's the thing: they didn't give me a logical or silly explanation. They just told me we're going to verify your account and closed the chat. They asked me to evaluate the service offered, but they never gave me a solution.

Did you accumulate your winnings with or without an active bonus? I generated them with an active bonus but covered the supposed rollover they require to access the funds earned, but that's nothing more than pure theft and fraud.

How exactly did the casino explain the sudden change in my balance? They simply didn't explain anything. My funds just disappeared, and I haven't heard back from them.

Hola muy buen dia agradezco mucho su amable atencion le comento de acuerdo a sus preguntas mis respuestas son las siguientes:

¿Has pasado con éxito la verificación KYC completa? si si pase la verificacion kyc sin tema alguno

¿A qué tipos de juegos jugabas principalmente? jugue dos el primero fue el de eclipse y el segundo fue el de age of gods maze keeper en el primero me dio los 9200 y en el segu do me dio a ganar 860 pero jugando el segundo juego me desaparecieron mis fondos de 9200 dejandome solo 482 y al quererlos cobrar despues de 4 horas rechazaron mi retiro congelando mi cuenta y mi dinero

¿Ha realizado algún retiro exitoso de este casino en el pasado? no ya que era laprimera ves que jugaba

¿Tengo razón al entender que el casino cerró su cuenta y confiscó todo su saldo? De ser así, ¿qué eventos o comunicaciones precedieron a esta decisión? pues eh ahi el detalle que no me dieron una explicacion logica ni tonta solo me decian vamos a verificar su cuenta y cerraban el chat y me pedian evaluar el servicio ofrecido segun pero jamas me dieron solucion

¿Acumulaste tus ganancias con o sin bono activo? las genere con bono activo pero cubriendo el disque rollover que piden para segun poder disponer de los fondos ganados pero cual nada mas es pura robadera puro fraude

¿Cómo exactamente explicó el casino el cambio repentino en su saldo? simplemente no explico nada solamente desaparecieron mis fondos y ya no tuve ninguna respuesta de ellos









Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Lebull Casino MX, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player, are you able to get me your bets and bonuses history?

Dear Ralz,

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.

I seriously doubt I can send the history since my account was blocked without giving me any reason.

El historial ya dudo mucho que lo pueda enviar ya que mi cuenta me la bloquearon sub darme razón alguna

Dear Ralz, unfortunately, the Casino has stopped reacting to our messages. A this point I am forced to close the complaint as unresolved. I hope the decrease in the Safety Index will motivate them to involve more. I am sorry I could not be more of help.