The player from Germany had successfully withdrawn 1000 Euros but was still waiting for the transfer of 2000 Euros that had been processed and approved. Live support hadn't provided any useful responses. Both withdrawals came from the same winnings made with a real money deposit and a bonus from the casino. The casino had suggested cancelling the payout due to technical difficulties with the payment provider, Mifinity, and offered to process a new withdrawal request via bank transfer. Eventually, the player reported that the casino had paid out and the amount was credited to his account after he requested a new withdrawal to his bank account. We marked the complaint as 'resolved'.
Bruce Bet Casino - Player reports delayed withdrawal of 2000 Euros.
Amount: €2,000
Bruce Bet Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Hello, on 08.01, I requested a payout of 2000 Euros. On 10.01, I requested a payout of 1000 Euros.
Both payouts were finally processed and approved on 16.01. The payout of 1000 Euros that I requested on 10.01 was directly transferred to my E-Wallet on 16.01.
However, I have not yet received the 2000 Euros I requested on 08.01.
Asking questions in Live Support yields no results. I'm always just given generic responses. I was even advised to cancel my payout and continue playing with it. This is quite outrageous. I can't seem to make progress with this issue and hope that you might be able to assist
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3 months ago
Dear schnipsy78,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bruce Bet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do your withdrawals requested on 8th and 10th come from the same winnings?
- Do the winnings in both cases come from a real money deposit?
- Is the same payment method used for both withdrawal requests?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
This was sent to me by email from the casino.
The mere fact that you are advising me to cancel the payout is ridiculous.
Both withdrawals were processed and released on the same day. The 1000 were immediately on my e-wallet. Why not the 2000? Why are there payment problems with the 2000 since January 16th?
That's really strange.
Since January 16th I will continue to be put off by the casino that I should wait
Hi Andreas!
Thank you for contacting the online casino's customer support. You recently contacted us via chat regarding the withdrawal of 2000 EUR via Mifinity.
I would like to inform you about the update regarding your issue with withdrawing 2000 EUR via Mifinity. Please note that the transaction is being processed and awaiting final status. We may recommend that you cancel your withdrawal upon your request as the assignment of final status may take longer due to temporary difficulties. Thank you for waiting and we are waiting for your reply.
If you have any questions, please contact us. We are always at your disposal.
Kind regards, Casino Manager, Winola
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3 months ago
Translation
Both payouts come from a real money deposit and a bonus that I received. Bonus conditions were all adhered to and all sales requirements were met. My account is verified and the payouts have also been checked and approved by the casino
Edited
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3 months ago
Translation
Yes, both payouts come from the same winnings that I made with a real money deposit + bonus from the casino
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3 months ago
Translation
This was just sent to me by casino support.
Now I'm not sure if I should do this or not.
Hi Andreas!
Thank you for contacting our gaming club! I hope you have a great day today!
I am contacting you regarding the withdrawal of 2000 EUR via Mifinity. To my regret, the payment is currently in the status "in process" and it is not possible to expedite the payment due to technical difficulties on the part of the payment provider.
Optionally, we can cancel this payment, the money will be refunded to your gaming account and you can create a new withdrawal request using the alternative payment method (bank transfer). We guarantee that this new withdrawal request will be processed on our side with priority.
I look forward to your answer.😊
If you have any further questions, please contact us.
Best regards,
Casino manager Laura
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3 months ago
Translation
The complaint can be closed. After a few conversations with me, the casino has now paid out and the amount has been credited to my account. The previously chosen withdrawal method on Mifinity had extreme problems. A newly made withdrawal directly to my bank account was successful within 12 hours
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3 months ago
Dear schnipsy78,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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