The player from Italy registered on BruceBet casino and won 6900 euros. However, the account was blocked due to a deposit made using a card registered not to the player but to his son. The player was then unable to access the winnings and requested assistance in unlocking the account. We reviewed the casino’s terms and conditions, which stated that only valid and lawfully owned payment methods by the player should be used. As this rule was breached, the complaint was closed, and the casino was deemed to have acted in compliance with their policies.
Bruce Bet Casino - Player's account has been blocked due to third-party deposit issue.
Amount: €6,000
Bruce Bet Casino
Safety Index:HighSafety Index
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8.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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6 months ago
Translation
Good evening, I kindly ask for help... my name is Sandro c*** and I signed up 4 days ago on brucebet casino....
I wrote down all my details, sent the requested documents and took selfies instantly with the document in hand...once registered I chose the 150% bonus and made a deposit with a postpay card in my son's name...deposit of 20 euros.
In these on the second day I managed to win 6900 euros and they were withdrawable. I asked to make a withdrawal of 6000 ... and this morning they blocked my account and I can no longer access my wallet where I rightly won ...I sent several emails this morning..I spoke to the assistant at Ciat and he tells me that they blocked my account because I made a deposit with a card not in my name....Moreover, it's not right to block my winnings... ...I was honest with both my data and my documents....then I also had my account written and made a deposit of 50 euros...I ask if you can unlock my winnings...or give me a hand I ask you with all my heart.user ca***15 Sandro c***.email c***@gmail.com. +393***42. I look forward to hearing from you if possible.
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Dear Sandocan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found:
2.1.10. in relation to deposits and withdrawals of funds into and from your Member Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you.
Furthermore, please check our Fair Gambling Codex for Players:
Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
Best regards,
Kristina
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6 months ago
Translation
Thank you for your reply....I didn't know this...what I'm saying is a card from my son.....
Automatic translation:
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6 months ago
Thank you for your reply, Sandocan. Since we believe the casino acted in compliance with their T&Cs, I am forced to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
