Bruce Bet Casino - Player’s withdrawal has been delayed.

When after week of waiting for widraw they cancelled it after changing payment method they cancelled it and cleared all money on account because I have used some kind of bonus but few days before have confirmed it with them that I don't have any bonus active.

Dear mattmess,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Yes everything is clear from my side I even have confirming with them and get confirmation response but after cancelling my widraw they simply delete my money account to 0

Thank you very much for your reply, mattmess. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello have already sent it on the mail written above

Alrgiht, so I need some clarification. I hope I understand correctly that the casino claims you accumulated your winnings with a no-deposit bonus, but you said you didn't. So, were your winnings accumulated with a deposit? Could you please post a screenshot of your bonus history and deposit history here in this thread?

Ok so I played with welcome bonus with was without payout limit and after being able to withdraw have done it.

Than while waiting for cash for widraw have activated free spins with what I have found out later was 250 max widraw. In the moment I activated free spins they cancelled one part of my widraw saying that they unable to do it with method I chose. But I have made 1 widraw of 1500. After changing method of payout they cancelled it to max payout of activated free spins.

There is nothing about free spins I activated on site.

And then I haven't accepted any bonus and simply waiting for second part of sill first widraw to be accepted. And as you can see after 8 days thay cancelled my widraw saying that I have to change the method. So when I get to site it was already taken from my account.

Thank you very much, mattmess, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, mattmess,

I am sorry to hear about your problem. 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 a detailed explanation of the player's situation and relevant details/evidence supporting the casino's claims and decision?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Branislav,

Thank you for reaching out to us regarding this complaint. We appreciate your patience and understanding as we investigate the player's concerns.

We sincerely apologize for the delay in our response. Upon reviewing the player's account activity, we found that after the MANUAL OUT transaction, the player was left with 250 PLN (50 euros). Subsequently, mattmess increased his balance to 950 PLN and requested a withdrawal. According to the terms of the bonus, the maximum withdrawal allowed was 250 PLN, which we processed accordingly. Additionally, 700 PLN was deducted in accordance with the bonus terms.

Dear Bruce Bet Casino team,

Thank you for the clarification.

When and what bonuses were activated? Are those 2 bonuses in the screenshot above from the player correct, or was there any other bonus?

Considering your explanation, the disputed funds were accumulated with a bonus. What exact bonus did he use, and where can I find specific bonus Terms and Conditions for this bonus if there are any? What Terms and Conditions were applied in this case, and where can I find them?

Do I understand correctly that a "MANUAL OUT transaction" means that the bonus was fully wagered and converted to a real money/withdrawable balance, while everything exceeding the maximum cashout was forfeited? If yes, why should the maximum cashout for the bonus or any bonus rules be still applied? If the winnings were converted to a real money balance, and the user could have withdrawn them, why should it not be allowed to continue playing with those funds?

If the bonus wagering requirements were met, the winnings were already cleansed from everything over maximum cashout, and it was possible to withdraw them, the player should have been able to do anything he wanted with those funds. Why should the maximum cashout be applied more than once?

Were any other rules or Bonus Terms and Conditions breached?

Can you please also provide me with the following:

• Player's game logs with highlighted rows of bonus activation and meeting the wagering requirements/bonus conversion to real money balance
• If it is not shown in the game logs - transaction history (deposits/withdrawals) and bonus history if it is not complete in the screenshot provided by the player above

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Dear Branislav,

We would like to inform you that the funds in question have been successfully returned to the players' balances in full. Regrettably, there was an error that occurred, resulting in funds previously earmarked for withdrawal requests being inadvertently affected. However, we have since rectified this issue, ensuring that all discrepancies have been resolved, and the affected players have received their rightful funds.

We sincerely apologize for any inconveniences caused by this oversight. Rest assured, we have implemented measures to prevent such occurrences in the future, emphasizing our commitment to maintaining the integrity of our platform and ensuring a seamless experience for all users.

Thank you very much for the update and for the casino's willingness to investigate the matter further. We highly appreciate it!

Dear mattmess,

Can you please confirm your disputed winnings have already been restored?

Is there anything else I could help you with, or can I consider the issue resolved?

Yes thanks for helping me with the problem they give me back all what they cancelled. Hopefully it won't be the same now

Thank you, mattmess, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue was resolved. I will now mark your complaint accordingly in our system. Although I sincerely hope it will not happen, 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.

Thank you, Bruce Bet Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru