Bruno Casino - Player experiences confusing verification and communication issues.

I've been playing at this casino for over 3 months, almost daily. Yesterday, they decided that I need to verify my identity. I had €150 in my account for withdrawal, not that much really.

They asked for my card documentation and that's where the problem began. Even though I sent them, they continue to ask for different things and confuse me. While they don't approve them, they also cut off the option for me to send them again in case I did or did not handle it correctly and didn't obscure certain card numbers. They also asked for a card I used once and have since stopped using. They cease to answer me and every time I speak to customer support, they speak generally and repeat the same vagueness. I don't believe that all this is happening over €150, because the two days I didn't play, they are at a loss. They just don't coordinate internally and lack communication. It's as if they don't care. They've continuously troubled me for two simple days without reason and have made me frustrated for something simple.

It's as if they don't want to assist me.

Meanwhile, they request documents while the document upload option is disabled. I can't make sense of their communication and there isn't even a phone number available to speak to someone.

Dear nickcrawl,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bruno Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly the casino is trying to verify your previously used payment method? Was your card previously verified in the casino?

What documents have been asked of you recently, and what documents have you already provided to the casino, and how?

Please send me your recent communication with the casino. My email is tomas@casino.guru

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

Thanks for your messages, nickcrawl.

Do I understand correctly, that you managed to withdraw your winnings from the casino? May we consider the issue closed?

I'll await your reply.

Dear nickcrawl,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.