Casino wasn't allowing me to withdraw money and blocked my account.

Casino n?o me estava a permitir levantar dinheiro e para além disso bloqueou a minha conta

Dear Henrique96,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bullsbet.io 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?
• How did you learn about your account being 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?

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

I've been a casino player for 3 months and my account has been showing as an inactive user for about 3 weeks.

The balance I accumulated was from casino and sports betting.

The balance was obtained without bonuses

Fui jogador do casino por 3 meses e a minha conta surge com a indica??o de utilizador inativo desde há cerca de 3 semanas.

O saldo que acumulei foi por apostas em casino e desportos.

O saldo foi obtido sem bónus

Thanks for your reply and the explanation.

• Have you contacted casino support and asked for an explanation of what is happening with the payout and your account?
• Could you please share with me your communication with the casino, including any justification of the casino's actions you were given? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I contacted them several times. I sent prints to the e-mail

Contactei múlttiplas vezes. Enviei prints para o e-mail

Thanks for your reply.

In your reply on April 2nd, the casino asked you for proof of ownership of several cards.

• Have you used a payment that belongs to you exclusively when making deposits in this online casino?
• Do all the cards the casino mentioned belong to you?
• Have you passed account verification in the casino?

Please let me know.

I used a payment method that belongs only to me.

All the cards belong to me.

The casino's KYC always appeared as OK

Utilizei uma forma de pagamento que me pertence apenas a mim.

Todos os cart?es me pertencem.

O KYC do casino apareceu sempre como OK

Thank you very much, Henrique96, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) 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 Henrique96,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Bullsbet.io Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Bullsbet.io Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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.

Hello Kubo good day, a member of our team has responded to you today.

Dear Bullsbet.io Casino,

Thank you for your message and for providing the valuable details related to this case.

Dear Henrique96,

According to the information provided, the casino requested that you submit proof of ownership for all credit cards used to deposit funds into your account. However, it appears that you have submitted documentation for only one of the cards.

Could you please clarify why the proofs for the remaining cards have not been provided?

Thank you.

Good afternoon. The remaining cards have already expired, new cards have been sent by the bank which have different numbers. For example, the card ending in 2817 has been replaced by the one ending in 4350 and the card ending in 6521 has also already been replaced

Boa tarde. Os restantes cart?es já caducaram, foram enviados novos cart?es pelo banco que têm números diferentes. Por exemplo o cart?o terminado em 2817 foi substituído pelo terminado em 4350 e o cart?o terminado em 6521 foi também já substituído

Dear Henrique96,

Thank you for the information. Your explanation is understood and appreciated.

However, since these cards were used for deposits or withdrawals at the casino, the casino is entitled to request proof of ownership for them - even if they are now expired. Typically, it should be possible to obtain confirmation from the issuing bank verifying that the expired cards were indeed linked to your accounts.

This confirmation can often be generated through your online or mobile banking app, or alternatively, you can request a formal letter directly from your bank. In most cases, when a card expires, the bank provides some form of notification or correspondence, such as a letter or message confirming the expiration and replacement details.

Would you be able to provide such official documentation confirming your ownership of the expired cards?

Thank you for your cooperation.

I have sent the requested supporting documents to your e-mail address

Enviei para o seu e-mail os documentos comprovativos pedidos

Dear Henrique96,

Thank you for providing the bank statements. Have you also sent them to the casino?

If not, please make sure to forward them at your earliest convenience so the process can continue without delay.

Thank you!

I've already sent it to the casino. I'm waiting for a reply.

Já enviei para o casino. Aguardo resposta.

Dear Henrique96,

Thank you for your update.

Dear Bullsbet.io Casino,

Could you please provide an update on the current status of the review of the player's documents? Specifically, are the submitted bank statements deemed acceptable?

Thank you.

Dear Kubo and Henrique96

Thank you for your patience.

After careful review, we must reiterate that our compliance team cannot accept documents showing only a single transaction per card as sufficient proof of ownership.

Given that the cards in question are no longer available, we require an official, dated and signed confirmation from the issuing bank. This document must confirm that the expired cards were issued to the player, specify the expiry dates, and state that the cards were linked to the player’s personal bank account. This confirmation should be provided in the form of a formal letter issued directly by the bank.

Until such documentation is submitted, we are unable to proceed with the resolution of this case.

Please let us know if you require any further clarification from our side.

Thank you.

Dear Bullsbet.io Casino,

As the player is using a Revolut bank account, I’d like to note that Revolut operates entirely online and does not have physical branches. To my knowledge, they provide a digitally generated Card Confirmation document directly via their mobile app, but typically do not issue physically signed letters or confirmations.

Given these limitations, there may be no feasible way for the player to meet your latest request for a signed confirmation. However, the Card Confirmation document clearly lists all issued cards, including expired ones, and confirms their association with the account holder. In our view, this should serve as sufficient proof of card ownership.

Could you kindly confirm whether such a document would be acceptable for your verification process?

Thank you.

Dear Henrique96,

In the meantime, I kindly ask you to generate and submit the Card Confirmation document to the casino. Please feel free to CC me on the email at [email protected].

To download the Card confirmation document:

1. Open the Revolut app on your mobile device.
2. Tap your profile icon in the top-left corner.
3. Select 'Documents & statements'.
4. Choose 'General'.
5. Select 'Card confirmation'.

This will generate a PDF document that you can download and share as needed.

Thank you for your cooperation.