Bruce Bet Casino - Player claims an incorrect bonus calculation.

Hello, the casino deceived me by incorrectly settling the level bonus, i.e. the no-deposit bonus should be reduced to €50 or its equivalent in another currency. my bonus was reduced to PLN 50 not €. since November 27, after many e-mails and chat conversations, I have been dismissed with the same rule. I'm asking forhelp.

I had PLN 450.66 recorded and they reduced my winnings to PLN 50.

Dear szuszar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings.

According to the exchange rate your winnings should be around 200 PLN.

• Could you please advise if you placed any minimum deposit to verify your payment method?

If there’s any relevant communication, please forward it 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

Yes, I made a deposit there and my kyc was approved

I noticed a withdrawal of 200 PLN in your transaction history. Is this the withdrawal in question?

it's about a wrongly settled bonus, instead of €50 they left PLN 50 and from this PLN 50 I played up to PLN 200 and withdrew it..

• What was the amount of the bonus awarded, and what was the current balance after completing the bonus wagering?
• Ideally, could you forward your game history to petronela.k@casino.guru?

Looking forward to hearing from you.

it was a bonus for reaching lvl, I got 20 FS on Gates of Olympus, I don't remember what amount I won, I turned over the winnings, the money went to the real balance, from this amount I won PLN 450.66, I ordered a withdrawal and it was cut to PLN 50, but it should have been to €50 or equivalent in another currency. there is no gaming history at this casino.

Thank you very much, szuszar, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi szuszar,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Bruce Bet Casino to join the conversation and contribute to the resolution of this complaint.

Dear Peter,

The user played with a bonus with a limited withdrawal amount. According to the bonus terms, the maximum payout was 250 zł. Due to a technical issue, the user was compensated with 50 zł, while the remaining 200 had already been withdrawn. The withdrawal of 200 zł was successful, and the compensated 50 zł were used by the user in the game.

Thank you Bruce Bet Casino team for the update.

Dear szuszar,

Can we consider the issue to be resolved?

Dear szuszar,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.