The player from Germany faced issues with a delayed deposit after making three deposits on 07/24/2024, with only two credited initially. The third deposit of €20 took two weeks to process, and a month later, the player was still waiting for an update despite repeated follow-ups. The player later managed to log into his account, which had been marked as "suspended," and successfully made a withdrawal. The issue was considered resolved as the player confirmed that the situation had been addressed.
Bruce Bet Casino - Player’s deposit has been delayed.
Amount: €20
Bruce Bet Casino
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
On 07/24/2024, I made 3 deposits, but only 2 were credited.
It took 2 weeks for the 3rd deposit of €20 to be credited to my account.
Now I have been waiting for a whole month since then.
Whenever I follow up, I keep getting the response that it has been forwarded and that they are still waiting for an answer from the relevant department...
Automatic translation:
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3 months ago
Dear Lesane01,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Do I understand correctly that a month ago, you made a fourth deposit of €20 that has not yet been credited to your casino account?
Did you use the same payment provider as for your previous three deposits?
Have you contacted your payment provider to inquire about the status of your payment?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
Hey Veronica,
Yes, it was the third or fourth deposit. It was probably the payment provider. They then credited the €20 to the casino account two weeks later. I have now closed my account at brucebet because I suspect it is a scam.
They then wrote to me that the €20 had been credited to my casino account and asked if I wanted to try my luck again and reactivate my account.
I agreed and answered all the necessary questions. Since then, they've always said it's still being processed and that I'll receive an email.
After about a month, I no longer want to reactivate my account there or have anything else to do with this platform.
They should pay me back my 20€ deposit and the topic would be closed.
Unfortunately, they are just keeping me waiting.
Automatic translation:
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3 months ago
Could you please forward me all the communication between you and the casino regarding your account closure, the lost deposit, and your subsequent reopening of the account? Please also send me all the other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you for your cooperation.
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3 months ago
Translation
Hello again, I have now been able to log into my account as "suspended" and make the withdrawal. The money has not yet arrived, but I still consider the case to be resolved.
Thank you!
Automatic translation:
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2 months ago
Dear Lesane01,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Lash
Casino.Guru
