Bruce Bet Casino - Player's withdrawal got delayed.

Good day, I regret to inform you that I am obliged to write this message to you as I am experiencing some issues with Bruce Bet Casino. Specifically, I won an amount of 6865pln which was approved for withdrawal and was supposedly transferred to my bank account. However, this amount has seemingly disappeared into the recesses of the internet, as the transfer did not reach my account. In seeking assistance from the casino, I am repeatedly dismissed with the vague response that the "relevant department" is working on my case, yet concrete information is not provided. I requested proof of the transfer via a confirmation receipt, which nobody seems willing to provide.

Hello wins777,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bruce Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My casino is not verified, they didn't want the documents, I still sent a screen of my ID, a pdf extract from the bank and a screen of the deposit. I paid the deposit with a 150% bonus, I turned over the required amount, as much as they wanted. After the turnover, the money went from the bonus balance to the real balance. I ordered a withdrawal on January 13, 2024. The withdrawal was accepted on January 15, 2024. The withdrawal status changed from pending to successful. Since then, I have been waiting for the transfer, which did not reach me. The last time I spoke to the casino was today, January 21, 2021. I asked the casino about the status of my case and why it was all taking so long. In response, I heard how sorry they were about the situation. situation and that she made every effort to resolve it, I also asked them to send me a screenshot of the confirmation of the transfer of my winnings, but in this matter they cover themselves with the casino's regulations and that they will not send me such a confirmation

Guru Casino is the case moving forward?

received from the casino today adoWi said:

I would like to inform you that we have received an answer from specialists. Unfortunately, the payment was unsuccessful, in the near future the money will be returned to the player's account and you will be able to create a new payment. It's a pity that you encountered this problem, but unfortunately we have no influence on the payment method.

Hello wins777,

Unfortunately such issues may occur anytime with any casino and they can't really affect it as the payments are dependent on the payment providers as well. Be sure to request a withdrawal once the money returns to your account and let us know the outcome as soon as there will be any update.

I'm still waiting for my payment. From the casino's information in the chat, I keep getting one answer: the bank transfer failed and the winnings are to be returned to the casino account. I'm not an isolated case. As far as I know, at least one person has been doing the same thing. They returned the money to their account and told them to order another CD, which unfortunately also did. does not reach the owner, I dared to say that this is a special strategy of the casino to delay the money and that the money never actually reaches the player. I am asking you, casino guru, to write me an e-mail to the brucebet casino license issuer to write a complaint about the possibility of the casino committing a crime and to have their license taken away.

Hello wins777,

As we did not contact the casino yet, I will be forwarding your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear wins777,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bruce Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Bruce Bet Casino,

Could you please comment and provide any supporting evidence to better understand the issue? My email address is petronela.k@casino.guru. 

Thank you in advance for providing the information.

Kind regards,

Petronela

Dear Petronela,

We confirm the issue occurred despite our system indicating a successful transaction. To rectify this, we compensated the full sum on 2024-02-02 to the user's balance.

Subsequent withdrawal requests were declined due to insufficient funds as the user's balance decreased during gameplay. Furthermore, the user has initiated self-exclusion, resulting in the temporary blockage of their account.

We apologize for any inconvenience caused and are committed to enhancing our processes to prevent such incidents in the future.

Thank you very much, Bruce Bet Casino Team, for the clarification.

Dear wins777,

I'm truly sorry but if you played down your winnings and requested self-exclusion there's not much we can do for you to further assist with this issue.

Could you please advise if there's anything else we could try to help you with?

Thank you in advance for your reply and understanding.

Dear wins777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.