The player from Switzerland had won money using an active bonus and had made a withdrawal request, but the payout had been reduced according to the casino rules. He then made additional real money deposits and won again, but the winnings had been manually reduced to the maximum payout for the initial bonus. The casino had claimed that the player's winnings were capped at the maximum withdrawal for the initial bonus. We found this unfair as the player had made subsequent real money deposits. Despite the evidence provided by the casino, we initially concluded the case as unresolved, stating that the casino's behaviour was against our fair gambling codex. However, the complaint was later reopened when the player confirmed that the casino had credited his account with the disputed amount. The issue was then marked as resolved.
Bruce Bet Casino - Player with disqualified winnings due to a bonus.
Amount: 405 CHF
Bruce Bet Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I had an active bonus that I wagered and immediately requested a payout. The maximum cashout was 50, although I had requested 200 since the bonus money that was wagered was not reduced to 50 by the system. This was to ensure that it did not affect any further deposits.
After which, I deposited approximately 150 euros and then won 400 francs.
After that, I initiated another withdrawal and eventually my winnings, which were made with real money (the 150 euro deposit), and the initial deposit was manually reduced by the system to 50 francs. The support stated, "Please note that winnings and the withdrawal amount are limited after manual withdrawal due to a violation of the terms and conditions 7.9. For example, if the user has activated the no-deposit bonus and won 700 CHF with it, the amount has been written off to 50 CHF, which is entitled for withdrawal from the no-deposit bonus. The user decided to play again with these 50 CHF, won 400 CHF and used them for the withdrawal. The money is written off to the eligible 50 CHF since the user has still won this 400 CHF with the no-deposit bonus."
So, I was advised afterwards not to make a deposit as long as the bonus had not been paid out. This implies that I deposited 150 for nothing, because whatever I would have won would have been cut off for me.
Dear Xepor,
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.
- Do I understand correctly the casino didn't acknowledge your gameplay with your subsequent deposits as real money winnings?
- Was the balance from your no-deposit winnings used at any point to accumulate your 400 CHF winnings, to your knowledge?
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
In the first case, yes, I am accused of winning because of the bonus amount. Secondly, no after implementing the bonus, I requested a payout directly so that I can be sure that it has nothing to do with the bonus because the payout was being processed and I would have the bonus Credit or if I had fallen below 200 € the payout would have been canceled because there was no available money but that was never the case because I had 200 deposited lost deposited lost deposited never fell below 200 € means everything above that was my money that I had deposited But I am accused of using the word bonus money even though I had deposited €150 that day
When I won the 400fr in a game my account balance was 208fr and so I had deposited it was 215fr so 15fr deposit and 200fr was bonus money which was already paid out
Thank you very much, Xepor, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.
Hello Xepor,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Bruce Bet Casino to join the conversation and participate in the resolution of this complaint.
Dear Bruce Bet Casino,
Can you please comment on the player's issue? Why have you deducted the player's winnings that have been accumulated from real money?
Thank you.
Kind regards,
Tomas
Dear Tomas,
The player initiated a withdrawal request of 200 HUF and continued playing with the balance before the request was processed. Any winnings accumulated were based on this wagered bonus amount. Subsequent winnings, subject to clause 7.9 of our terms, are capped at a maximum withdrawal of 50 EUR.
Dear Bruce Bet Casino,
Thank you for explaining the matter, however, the player didn't apply for any bonus for his second deposit, but the bonus conditions have been applied anyway. We consider this behaviour to be unfair because the player has made another deposit and played his real money. Therefore, no bonus terms should be applied in this case.
Is there any chance you could reconsider your decision?
Thank you.
Kind regards,
Tomas
So 200 fr were from the bonus, this was requested directly for withdrawal. Normally, after the bonus has been wagered, it is reduced directly to the maximum amount. This was only done after I won with the deposited amount and now they are accusing me of this rule. To be on the safe side, I specifically requested the entire bonus money to be paid out so that it doesn't get in the way of my new deposits. Then I deposited 150 fr and then won the 400 fr as described above... and only when I wanted to pay this out did they have the bonus amount shortened including the profit with the deposited amount.
Because the payout was never canceled/reduced while I was playing with the money I deposited because I never fell below 200 euros otherwise the deposit would have been canceled because even with active payout requests it is not taken from the account until it is released or canceled In German that means I would have simply deposited 500 euros and if I hadn't done anything with it you would have simply cut me off with the accusation of 7.9...
Dear Tomas,
We want to assure you that we strictly adhere to the €50 withdrawal limit for No-Deposit Free Spins, Free Money Bonuses, and Achievement-linked bonuses, unless stated otherwise.
We can provide clear evidence that user winnings align with these policies, as users explicitly agree to these terms during registration.
Please feel free to reach out if further clarification or documentation is needed.
Blablabla the way you give the answer says it all about your casino, the terms and conditions are against the players and it is never expressly stated that you should not make any deposits if you have an active implemented bonus and it is due to be paid out, you will only get through The support or only in the live chat pointed out that they do not recommend making deposits if it has not yet been processed and paid out... but this only happened when my amount was reduced...
Dear Bruce Bet Casino,
Kindly forward all the relevant evidence, including the player's game log, to my email address (tomas.k@casino.guru) for further investigation.
Thank you.
Dear Xepor,
I have reviewed the evidence provided by the casino, yet we still find their behaviour to be unfair, as mentioned before. Unfortunately, it seems they are unwilling to reach a compromise.
From the casino's perspective, you violated a rule, and technically, they have the right to cap your winnings.
From our perspective, we believe you unintentionally broke the rule and did not gain an unfair advantage. This is because you accumulated your winnings using real money and took the cautious step of requesting a withdrawal of bonus funds before making a deposit. In summary, we believe that each similar case should be assessed individually.
Considering all the information, I am compelled to close this case as unresolved, "AGAINST FAIR GAMBLING CODEX".
I am sincerely sorry about the situation. Normally, I would suggest seeking assistance from the licensing authority, but I am convinced that they would support the casino's actions based on their terms and conditions. However, this complaint will serve as a warning that this casino is unwilling to find a middle ground.
Best regards,
Tomas
Casino.Guru
We've reopened this complaint as per the player's request.
Player's additional comments:
Hello again
I had actually concluded with the casino and also agreed that I would ever see the money again, but today, February 24th, 24, I received an email and the amount of 405 Fr was credited to my real money account, so the complaint can be concluded positively.
Thanks Brucebet again for reconsidering
Best regards
MH*****
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Xepor, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
