Bruce Bet Casino - Player’s winnings have been reduced after misleading information.

I played a €100 and €150 bonus at that casino on March 24, 2025 and before playing I checked with them how much I could win with that bonus and the answer was that there were no restrictions and that luck only affects the matter (screenshot of the conversation). However, after wagering and winning €1650, I asked about the payment and they said several times that I just need to wait. However, today a few days later, when I checked my account, only €400 was in the balance. In addition, when I asked about the matter in the chat, this time they replied that the 2xB withdrawal rule is in the offer and that the player needs to read the rules themselves (attachment from the conversation). I have indeed been deliberately misled in this matter, because the answer cannot be completely opposite in a withdrawal situation depending on the time of asking. In the end, the chat server did promise to forward the matter, but I thought I would file a complaint in good time, because the situation is very unclear and I might need help.

Dear wopeo,

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.

Just to clarify, did you play with welcome bonuses?

Do you have any saved terms and conditions from the casino that don’t mention a maximum cashout for those bonuses?

Has the casino mentioned anything about potentially changing those terms recently?

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

Yes, I played the 1st welcome bonus and won on my first deposit to the casino.

I don't have any terms and conditions saved, but the casino can certainly send the first chat conversation with me, from which I previously sent a picture as part of the conversation. In the conversation in other ways, I asked the same thing, whether I could win a lot with that bonus at maximum and there were no restrictions, they answered any of my questions.

In the last chat conversation, the chat said that they can also change the rules. However, it did not mention that the rules had been changed during my time.

Update 1: I received €400 from the casino, which they promised to pay in this unclear situation, but €1250 is still missing.

Update 2: They replied to me with this message today:

Hello, Alex!

Thank you for contacting our team.

I am contacting you regarding your previous question about the restriction on bonus withdrawals.

I kindly inform you that your balance has been adjusted to the maximum possible withdrawal, in accordance with the terms and conditions 3.6.3. The maximum amount that can be withdrawn from bonus funds is limited to 200% of the bonus amount. Any winnings exceeding this limit will not be eligible for withdrawal and will be voided.

Please also note that in accordance with point 1.1. These terms and conditions (hereinafter referred to as the "Terms and Conditions") apply to the use of games provided on BRUCE.BET (hereinafter referred to as the "Service") and may be updated, changed or modified from time to time. I 1.5. The User understands and accepts these Terms and Conditions, which may be subject to changes from time to time.

If you have any further questions, please contact us anytime, our support team is available 24/7.

Kind regards,

Gaming Club Manager, Weronika.

Dear wopeo, do I understand correctly that you didn’t read the terms and conditions and instead asked the live chat about them?

Have you been able to find out from the casino when the terms and conditions were last updated?

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