Bruce Bet Casino - Player’s winnings are delayed due to account restrictions.

I registered my account and accepted their welcome bonus for new members.

I played slot machines and won about 27500kr.

I requested a withdrawal but i needed to verify my account so I did.

Then after some days i contacted their support and asked when i will receeive my money then they said i was in line for next pay outs.

Then after a few more days i tried to log in becuase i had not received my money yet,

then they say something about a rule 9.5 playing in a group and suspicious activity i dont know what they are talking about.

I dont know anyone else playing their casino.

I am the only one who plays in my home.

I simply registered my account made a deposit and received their welcome bonus they was offering.

Then played slot machines.

How is that suspicious activity?

I tried talking to them but they just said their desicion is final.

I have no clue what they are talking about but it feels like just because i won they have to come up with some reason to not pay out my winnings.

Dear marcovlindeman73,

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 confirm that you have passed the KYC verification?

Did you use a payment method registered in your name?

Did you use a VPN?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hi,

Yes I passed the verification.

Yes I used Crypto as payment from my personal wallet.

No I did not use a VPN.

Yes i will forward the email conversation between us to the given email.

You can ask the casino for the communication we had on their live chat.

Thank you!

Dear marcovlindeman73, is it possible that you previously had an account in this casino?

Do you know anyone who has an account in this casino?

No I never had any account here and i dont know anyone else having an account here.

Thank you very much, marcovlindeman73, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello marcovlindeman73,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Bruce Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully, Michal

Dear Michal,

We have sent you an e-mail regarding this case and we would be grateful if you could check your e-mail. Thank you in advance. 

Dear marcovlindeman73,

Unfortunately, I have to let you know that I cannot help you in this case. I have received evidence from the casino that ties your account with a group of other players who seem to be focused on violating the casino's rules with their exploitation of bonuses.

With this evidence being as solid as it is, I am forced to close this complaint.

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.