The player from Germany had a withdrawable balance of €4000, but after he won with free spins, a turnover condition was applied and the withdrawal amount had been reduced to €1800. Later, the withdrawal was cancelled due to an issue with the payment provider, and the player unknowingly played with the funds that were originally marked for withdrawal. The player ended up with a zero balance as he had mistakenly wagered his winnings. We had concluded that the player was responsible for their account, active balance, and all the bets that took place. Unfortunately, we couldn't assist further as the player had wagered all his winnings. The complaint was subsequently rejected.
Bruce Bet Casino - Player's experiencing issues with his balance.
Amount: €1,800
Bruce Bet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
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11 months ago
Translation
Initially, I had a withdrawable balance of €4000 in my account. I was then given some free spins and won a good amount from them. Suddenly, the turnover condition was applied to my previously withdrawable balance and I could only cash out €1800, which I did! I then still had some bonus balance in my account while the other money was in the withdrawal history. I continued to play with the bonus money, and then they cancelled my withdrawal... supposedly the payment provider was at fault. The next day, €1200 was available for withdrawal again in my Bruce account. So, unbeknownst to me, I was playing with the balance that was in withdrawal.
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11 months ago
Dear Gambit123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify if you accumulated €4,000 with a bonus or not? Did you have €1,800 in your casino account after you completed the wagering requirements?
Also, do I understand correctly that you lost part of your winnings because you weren't aware that the withdrawal was canceled and the money was returned to your casino account?
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,
Kristina
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11 months ago
Translation
So I had €4,000 on it, I met all the bonus conditions and sales conditions and paid out the €4,000. Then I received a number of free spins because I leveled up very high. I used it and won quite a lot with it and that's exactly where the catch came: the sales requirement was credited to my entire credit and I was then only able to pay out €1800, which I then did because I was very angry. I then continued playing with the remaining bonus credit. However, the €1,800 that had been paid out was then allegedly canceled by the payment provider. I then contacted support and they said that the bonus credit had been canceled and the payout too and then, without my knowledge, I continued playing with the money that had been paid out, but the page said that it was only bonus money...that was the case but not so unfortunately. My Christmas is now ruined because you get lucky once and then you get ripped off
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11 months ago
Thank you very much for your reply, Gambit123. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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11 months ago
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Please delete the last 2 posts because my name is in them. Thanks
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11 months ago
Please note that both messages have been marked as private and only involved parties (you, Bruce Bet Casino, and us) can see them.
Could you please clarify how much money you currently have in your casino account? Do you have any pending withdrawals?
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11 months ago
Translation
Yes, of course zero euros because I thought it would be paid out...
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11 months ago
Sadly, since you have wagered your winnings (even if it was by accident), I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
