Bruce Bet Casino - Player's withdrawal delayed for over two weeks.

I won 1800 PLN at the casino and requested a withdrawal, but it was cancelled a week later as I supposedly had an active bonus. However, I rolled over the bonus and was left with 1751 PLN to withdraw. I requested the payout via bank transfer and a week later, they accepted the transfer and everything seemed to be successful. Unfortunately, I didn’t receive the money. Upon contacting them, their response was that the provider had supposedly cancelled the payment, and they intended to refund the money back to my casino account. Today is the 21st, and I have been waiting for my money since January 5th. Each time I contact their support, they keep fobbing me off telling me to wait. Waiting from January 5th to 21st is a considerably long time and I still haven’t received the money in my gaming account or in my bank account. They didn't ask me for account verification, but only for my phone number and email address. I really need help with this situation as it's absolutely excessive what they're doing to people. Waiting 21 days for your own money is ridiculous. I contacted their online support today and received the same response - to keep waiting. So, I really need assistance.

Dear dzejudzeju60,

Thank you very much for submitting your complaint. I'm sorry to hear about the problems you've encountered with your withdrawal.

To assist you more effectively, could you please provide additional details about your situation?

• Do you have any communication from the casino regarding the cancellation of the payment by the provider and their intention to refund the money?
• Have you received any confirmation emails or notifications related to the acceptance of the bank transfer and the subsequent refund to your casino account?
• If possible, provide details about the provider who supposedly canceled the payment.

Could you forward any relevant communication with the casino to petronela.k@casino.guru for further review?

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,

Petronela

yy, ok, I'm sending the e-mails that the suppliers wrote to me, they don't want to provide them in the onlain chat, now they wrote to me for technical reasons, they change the e-mails every now and then, I'll send you the one from the in-game e-mail that I gave to the game

h I sent e-mails to the e-mail address provided, I still have some e-mails there, but they keep writing the same thing over and over again, telling me to wait

and to this day I have 0 PLN on my game account, nothing has been refunded

and I'll talk to online help, maybe it will help if they're kidding

and I asked for a bank transfer

today they gave me PLN 402 to my game account and they are supposed to give back PLN 1,751 when I wrote to the technical support they told me to wait and not move the money from the game account balance and they told me to wait again it's ridiculous what they are doing to people here I will add screenshots from the game account and calls with technical support

today they transferred PLN 1,751 to my gaming account and I ordered a withdrawal via bank transfer, let's see if the money will come now or if it will be refunded again

Hi dzejudzeju60,

Thank you for the update. Hopefully, all will work out with your newly submitted withdrawal request. Please keep me posted.

Looking forward to hearing from you.

o from Thursday there is a status of payment, success, it seems to have been transferred to my account, so we'll see, it's supposed to take from 1 to 5 days

I have been waiting for the money since Thursday, today it is Monday, it will be the same, no money will be paid

and I still don't have money in my account since Thursday, the scammers are coming and they didn't send it again because it would already be in my account, do something with this casino because how many times can you be cheated

hello, it's already Wednesday, I still don't have any money and these are the screenshots they say, the same thing again

and the same, I didn't get the money again due to technical reasons, where can I officially file a complaint against this casino to get my money back because I'm fed up with it and I won't let them do it?

Thank you very much, dzejudzeju60, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

and you know what's going on with my money, I'm writing to the onlain support department and they keep saying the same thing over and over again, please wait because the payment department hasn't responded yet, I've been waiting for my money for over a month

and again the same thing, my money was not released because the supplier had a technical problem but he didn't write what it was about, it's not funny anymore, this case should be taken to court, it's internet fraud and money theft, tell me where I can write an official complaint about this casino, preferably to these people. what gave them a casino license I'm already fed up with it

Hello, dzejudzeju60,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bruce Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bruce Bet Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

Where the disputed winnings are currently located, and when will they be credited back to the user's casino account? What steps should the player take to withdraw the disputed winnings?

Thank you in advance for providing the information.

Hello, yesterday my money was returned to my game account and I ordered a new payment of the winnings to my bank account, we'll see if they send it the third time.

Alright, thank you for the update.

Feel free to let me know about any progress.

Anyway, we are still waiting for the casino's response.

hello, please close my complaint, I deleted my account, I'm fed up with my nerves and I lost my money in the casino, thank you very much for your help, best regards

Alright, dzejudzeju60, I understand. I am sorry that it has evolved this way.

Based on the above-stated, we are forced to reject this complaint due to the loss of the disputed funds.

Although I hope you will not come across a problem like this again, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.Guru