The player from Germany had deposited between 2000 to 3000 euros into the casino but reported that he had not received any payouts, claiming it was impossible to win. The Complaints Team had reviewed the situation but found no substantial evidence of wrongdoing by the casino. As a result, the complaint was rejected, and the player was encouraged to provide any game history or supporting documentation if available for further investigation.
Bruce Bet Casino - Player's complaints about not receiving winnings.
Amount: €800
Bruce Bet Casino
Safety Index:HighSafety Index
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8.2
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
3 months ago
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3 months ago
Translation
I've deposited probably between 2000 to 3000 euros in this casino, and I haven't received a single payout because it's impossible to win anything.
Automatic translation:
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3 months ago
Dear Zimbomax1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me at veronika.l@casino.guru if there is anything else I could do for you regarding your complaint.
Best regards,
Veronika
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3 months ago
Dear Zimbomax1,
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.
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3 months ago
Translation
It's very strange not to make any profits with so much money.
And a lawyer should look into the matter. Have a nice day
Automatic translation:
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3 months ago
Dear Zimbomax1,
Thank you for providing more details about your situation.
To proceed with a complaint against the casino, we would need concrete supporting evidence that suggests something illegal or suspicious is happening. Unfortunately, without this, we are unable to take further action. For us to check the casino's Return to Player (RTP) and ensure fairness, it is essential that we have access to your full game history. This will allow us to verify if the games you played were operating as expected.
At this point, since we do not have any substantial evidence to suggest wrongdoing by the casino, we must reject your complaint. However, if you are able to obtain any game history or other supporting documentation that could indicate unfair practices, please send it to veronika.l@casino.guru. We would be more than happy to reopen the complaint and investigate further.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
