The player from Poland had followed instructions for withdrawal using mifinity, but after supposed verification, the casino had cancelled the withdrawal. We had initiated a conversation to better understand the situation, asking the player if his withdrawal had been voided due to a max bet rule and if he had made another deposit without activating any bonus after requesting a withdrawal. However, the player realized he had chosen the wrong casino site for his complaint. We then proceeded to close this complaint and continued with the correct one.
Bruce Pokies Casino - Player's withdrawal has been cancelled.
Amount: 700 zł
Bruce Pokies Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Hello, I did as you instructed and requested a withdrawal via mifinity. I then again waited for "24" hours for you to verify the withdrawal. After verification, you cancelled the withdrawal and all funds from my account disappeared in accordance with point 7.9 which speaks about the maximum withdrawal from bonus funds. During the previous withdrawal, you'd already reduced it to the maximum possible payout amount. So, the bonus had been concluded. In the meantime, I had not activated or even checked any bonuses and the withdrawal that was cancelled was from funds not subject to any limit, so it didn’t belong to any bonus and should not be attributed to any bonus, even disregarding the fact that it was ordered on 12.01.2024 and not until 20.01.2024, which is 8 days later, you cancelled it, far exceeding your estimated 24-hour period. After which, the withdrawal was again cancelled and removed, under point 7.9, despite you yourselves confirming that I don't have any active bonuses. Therefore, the situation should be clear to experts to whom it is reported and they should return the deducted funds.
Automatic translation:
Public
Public
3 months ago
Dear mattmess,
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.
- Do I understand correctly that your withdrawal has been voided due to a max bet rule?
- Is it correct that after requesting a withdrawal of your bonus winnings you placed another deposit without activating any bonus?
If there’s any relevant communication, please forward it along with your game history to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 months ago
Hi mattmess,
Not a problem, that's perfectly fine. We'll close this complaint and proceed with the other one.
I hope your issue will be resolved as soon as possible.
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