The player from Germany deposited 15 euros with a deposit bonus, which turned into real money after playing. Despite building her balance up to 1500 euros, she found that her balance was suddenly adjusted, resulting in the disappearance of the funds. After investigating, it was revealed that the player had claimed an achievement bonus of 25 free spins while wagering the initial deposit bonus. According to the casino's terms and conditions, the maximum winnings from such bonuses were limited to 50 euros. Therefore, the casino adjusted her balance to reflect this rule. The complaint was closed as the casino acted according to its established rules.
Bruce Bet Casino - Player's winnings have been confiscated.
Amount: €1,500
Bruce Bet Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.2
Bruce Bet Casino has a Safety Index of 8.2, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
Public
Public
7 months ago
Translation
Hello, I deposited 15 euros into this casino with a deposit bonus.
I converted the bonus and then the amount was converted into real money balance.
After hours of playing and my balance falling below 50 euros, I managed to play back up to 1500 euros, which I wanted to cash out.
The amount was adjusted and now the money is gone...
Is this even acceptable? I met the conditions and made this profit with the money... They must be joking...
Automatic translation:
Public
Public
7 months ago
Dear mietz88,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bruce Bet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please specify which bonus you activated and played?
- What was your balance, at the moment when the wagering of the bonus was completed?
- Have you contacted the casino regarding the issue? What response have you received?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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,
Tomas
Public
Public
7 months ago
Translation
I know that I used a deposit bonus but strangely enough it doesn't say anywhere which bonus I used and in what amount.
I'll just send you all the screenshots I took.
Automatic translation:
Sensitive attachment
Sensitive attachment
7 months ago
Translation
It says here that my withdrawable balance is €1,862.93 and I wanted to withdraw €1,500 of that and then after 2 days €1,300 was gone and €170 was back in my player account.
This is not right, is it?
I don't really understand it anymore, but what I do know is that at the time I requested my withdrawal, it was all cash and not bonus credit.
You can only request a withdrawal once the bonus conditions have been met or when the amount is no longer bonus credit.
And when a bonus has been wagered, you will receive the corresponding amount as real money credit, not more than €50. And the amount will be adjusted immediately after it has been wagered, not days later.
I'm so angry at this casino, no one believes me.
Edited
Automatic translation:
Public
Public
7 months ago
Thank you very much, mietz88, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
Public
Public
7 months ago
Hello mietz88,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Bruce Bet Casino to join the conversation.
Dear Bruce Bet Casino,
Could you please provide more information on when the player allegedly received the "Erfolg Kapitänsmut von 25 Freispielen im Spiel Chilli Heat" bonus, as it is not reflected in the player's account bonus history? Additionally, once the player fulfilled the wagering requirements for the free spin bonus and the winnings were added to their real balance, how was the player supposed to know that the maximum bonus winning limit was still in effect for further play? Your clarification on this matter would be appreciated.
Public
Public
6 months ago
Dear Michal,
We have provided details and addressed your questions in our recent email. We appreciate your consideration of our responses.
Thank you.
Public
Public
6 months ago
Dear Bruce Bet Casino,
Thank you for your email, I have responded back with some additional questions to better understand the situation.
Public
Public
6 months ago
Dear Michal,
Thank you, we have responded with additional details. We appreciate your consideration in advance.
Public
Public
6 months ago
Thank you for the email with further explanation and evidence, Bruce Bet Casino.
Dear mietz88,
After gathering and reviewing all the information and evidence, the following came to light:
You received the "Erfolg Kapitänsmut von 25 Freispielen im Spiel Chilli Heat" bonus on 2024-05-18 at 12:45:33 as an achievement bonus. This bonus was not automatically credited, instead, it was manually claimed by you, so you must know you have activated it. This achievement bonus is not a "regular" bonus, so maybe that's why it is not listed in the bonus history. This was claimed while you were wagering the previous bonus. At the start of the 25FS bonus wagering, your balance of €127.12 consisted of bonus funds. After wagering the 25 FS bonus, the balance increased to €133.37 (your winnings from the 25 FS bonus were €3,70). At this stage, the maximum winning limitation applies to your gameplay because even the 25 FS contributed to the "original" deposit bonus wagering. You continued to play with this balance until you reached the disputed amount, but unfortunately, the maximum winnings of €50 from such gameplay still apply.
I understand that you might not have intentionally caused this situation, however, the casino team has adjusted your winnings according to its rules, and the balance of €177.12 does seem to be correct.
The calculation is as follow €127.12 (initial balance) + €50 (maximum allowed bonus withdrawal) = €177.12
I hope the explanation was understandable. Please let me know if your complaint was sufficiently addressed or if you need assistance with anything else.
Public
Public
6 months ago
Translation
After the bonus was converted, why wasn't the balance adjusted immediately, like in every other casino???
Why was it not possible for me to withdraw over 1800 euros, which at some point became real money and therefore cashable? At the time of my withdrawal, I assumed that all bonus conditions had been met and that I no longer had an active bonus.
Why was the "chilli head" bonus still displayed as an 'active bonus' even after the bonus had been wagered??? Even days later...
I don't understand the whole thing!
If I have wagered a bonus in other casinos and after the last spin I have, for example, €100.30 and a bonus balance, then in this case the €100.30 bonus balance would have become €50 real money balance and if I carry on playing with the €50 and make a profit from it and want to withdraw it, then there have never been any problems so far, in any casino, because the balance was adjusted immediately after the bonus balance was wagered!
Why wasn't that the case here?
Automatic translation:
Public
Public
6 months ago
Translation
What just occurred to me is that the bonus from "Chilli Head" can/could only be used with real money.
So it can't have been bonus credit that was there at the start of the free spins, can it?!
It must be possible to see somewhere: When I used which bonus, How much I won in the bonus, How much had to be wagered,
How high the earned credit after the implementation,
When was the bonus adjusted???
Automatic translation:
Public
Public
6 months ago
Dear mietz88,
I can agree with you that quite a lot of casinos do have their system set up that it will notify you that a certain bonus has a max win limit and you have to either withdraw it or if you continue to play the max win limit will still be applicable, however as every casino can run on a different platform the implementation of automated deductions can vary. I understand your concerns regarding the lack of prior notification about potential violations of the casino's terms or applicable win limits before your withdrawal, but it's essential to highlight that the discovery of any inconsistencies typically occurs during or after the implementation of gameplay check which is a part of Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. These checks are usually initiated after a player submits a withdrawal request.
As I mentioned above the achievement bonus 25FS in Chilli Heat was not automatically credited, instead, it was manually claimed by you, so you must know you have activated it. This achievement bonus is not a "regular" bonus.
As has been highlighted to you multiple times, your gameplay falls under this rule which you accepted when you created your account and claimed the bonus.
7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.
Again, I understand that you might not have intentionally caused this situation, however, the casino team has adjusted your winnings according to its rules, and the balance of €177.12 does seem to be correct. I understand that this conclusion is not what you had hoped for, but the casino team has made the adjustment according to its established rules.
Unfortunately, you have received the right amount and there is nothing more that can be done from our side as the casino has acted according to its rules.
Please let me know if your complaint was sufficiently addressed or if you need assistance with anything else.
Public
Public
6 months ago
Translation
[7.9 ,,,, This reduction may occur immediately after a win or upon your request for withdrawal of the relevant winnings.
To be able to withdraw winnings from the free bonus, you must make 1 successful deposit]
I made a deposit and therefore I didn't pay any further attention to the paragraph in the bonus terms and conditions because I assumed that my deposit was valid for it. In my opinion, this should be presented better and in more detail.
Furthermore, it is still unclear when I should have made a deposit?
So if I had made another deposit before requesting the withdrawal, I would have received the entire winnings of 1,500€???
If so, why was I not informed that I would have to make an additional deposit, otherwise the winnings would be adjusted according to the bonus conditions???
A further note would have been really great, such as [,,, to withdraw this amount you must MAKE ANOTHER DEPOSIT, otherwise the maximum amount you can withdraw is €50 and your balance will be adjusted accordingly ,,,] or something similar.
As I said, I assumed that the deposit I had already made was/is sufficient and therefore I didn't pay any further attention to it.
Automatic translation:
Public
Public
6 months ago
Dear mietz88,
I acknowledge your efforts to find all possible ways to support your argument, and as I have mentioned multiple times before you might not have intentionally caused this situation, however, the achievement bonus 25FS in Chilli Heat was not automatically credited, instead, it was manually claimed by you, so you must know you have activated it.
You have deposited and claimed a deposit bonus which was OK, but once you claimed the achievement bonus 25FS in Chilli Heat on top of our deposit bonus it was here when the maximum winnings of €50 from your gameplay apply. If you would read the bonus T&Cs 7.9. before you claimed the additional achievement bonus, you would be informed about this.
I can agree that the casino could have implemented a Pop up message that would inform the players that additional rules have been put in place, however, you didn't have to claim the bonus during your initial bonus wagering, instead you could have left the achievement bonus for later use. It is worth noting that this bonus is not a regular bonus and is only available to certain players who meet specific conditions. It may not be feasible for the casino system to prevent situations like yours, which is why it is strongly recommended that players read the bonus T&Cs before activating the bonus to avoid disappointment like this.
I understand that this conclusion is not what you had hoped for, but the casino team has made the adjustment according to its established rules.
Unfortunately, you have received the correct amount and there is nothing further that can be done from our side, as the casino has acted in accordance with its rules.
I attempted to clarify the situation to you, but it appears that you are still perceiving it solely from your perspective and are unwilling to acknowledge the reasoning I have provided. Due to this, I believe it is not worthwhile to continue the discussion any further, and this complaint will now be closed.
If you don't agree with our decision you are free to contact the casino gaming authority, Curaçao Antillephone N.V. (complaints@gaminglicences.com), and submit a complaint to them.
Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. Please don’t hesitate to contact us if you encounter any issues with this or any other casino in the future, and we will do our best to help.
Best regards,
Michal
Casino Guru
