The player from Germany has been trying to withdraw his winnings for months. The player also stated that they had made three deposits via cryptocurrency that were not credited to their account. The casino responded and stated that the player's winnings had been confiscated due to the use of multiple accounts, and that the deposits had been canceled by the player before completion. The player responded to say that the only other account would be that of their girlfriend, who had an account previously that had since been closed. The casino provided evidence of the multiple accounts, and when asked for more details regarding this the player stopped responding. Consequently, the complaint was rejected.
Bruno Casino - Player has been struggling to withdraw his winnings.
Amount: €200
Bruno Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I've been trying to pay out €50.00 credit at bruno casino via crypto BTC for months ! I have now deposited 3 × (!!!) via BTC Crypto today and also after an hour or rather several HOURS! NO receipt of my BTC Crypto deposit and now the payout of 50€ Btc Crypto to my Coinbase wallet is still on "Status: WAIT" and I am now fully verified since January 29th, 2022!! Now in the live chat after endless waiting NO help.. "the deposits BTC crypto will be processed and credited within an hour" well after several hours NOTHING to see from all three deposits! The payout is still on "WAIT" The support would like a proof of deposit at once and since with date, name, iban this is on the pdf/screenshot.. with Crypto deposits but there is no "iban" and no full name!!!? ?? The live chat agent elliot says "Please pay €20.00 again with a correct personal deposit method to your casino account with us so that we can pay out the same way back to the deposit method with your name and iban" WTF what is the deposit with my 3 × 50€ in BTC Crypto??? Nothing!! No help and the payout is still on "wait" now really cheeky! I have had the €50 balance since the end of January this year and was fully verified at the time the live support agents said I only needed to make one deposit well I deposited 3 times yesterday €50 each via Bitcoins none of the 3 deposits have been credited to their standing all still on hold as a status and the €50 credit has been deleted and the payment has been cancelled
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Tyrone02,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?
Could you please clarify since when your withdrawal request has been in 'wait' status? Or was the withdrawal request canceled?
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,
Kristina
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2 years ago
Translation
Hello, I've been playing there since the beginning of this year 2022. I received a bonus code for free spins 6 months ago in mid-January and used them successfully so am not due to the documents or should they tell me then I would have to deposit €20 first to confirm the payment method used on my behalf and successfully withdraw the winnings of €50 and 6 cents to the deposit method now At that time I had problems depositing there so I had left the balance at 50 € and 6 cents now six months later as you can also see from the screenshots where the dates and the several attempts at withdrawals that were all canceled so far were dated and now I had several times sent via cryptocurrency from my wallet bitcoins to mei n Bruno Casino player account and therefore also wanted to successfully pay out the 50 € and 6 cents that have been on my balance for months on my Bitcoin wallet as real money and possible for payment there to my Bitcoin wallet but suddenly it was my e-mail address would not be verified and confirmed, so I did it directly and I was confirmed by email that the payouts can be processed successfully now that my email address has been confirmed, my payout of my €50 and 6 cents in bitcoins my crypto bitcoin wallet was waiting for two days, i.e. it has not yet been processed, now I had made the three times 50 € we bitcoin wallet on one evening in the live chat I was confirmed several times that the deposits from my bitcoin wallet, i.e. the bitcoins would be credited after an hour and there would be no problems. I also have all the chats as an extra chat history to my e-ma il address all screenshots made of both deposit and withdrawal and the promised lies of the chat employee now three days after the three bitcoin wallet deposits of €50 each, they are still waiting allegedly but the bitcoins are fresh the 3rd x 50 € have successfully left my Bitcoin wallet and are now also missing and at the climax the payout of 50 € and 6 cents per cryptocurrency i.e. bitcoins to my Bitcoin wallet was boldly canceled after promised but lying words in the chat and that’s all Audacity also completely deleted my balance is now 0.0 cents there and it would be as if I had never made a deposit there but that's not the case because today I miss you these 3 × 50 € Bitcoin wallet deposits on my bruno casino account and the live chat is once again no help as usual and I'm accused of double accounting, but that's not true once and is just an excuse to make my three deposits plus the balance that was cleared disappear which is really pathetic!!!
Now I urgently need help with this because I miss the balance of 50 € and 6 cents which was deleted without the right by them and what is really bold I miss the three deposits of 50 € each in Bitcoins from my Bitcoin wallet!
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2 years ago
Thank you for your reply, Tyrone02. So let me summarize your case so I can make sure I understand it correctly:
- 3 deposits have not been credited to your account,
- you have been accused of opening multiple accounts,
- your winnings have been confiscated.
Is that all correct, please?
Moreover, I see in one of your screenshots that your withdrawal is still pending. Could you please clarify why you believe that your winnings have been confiscated? Has the casino informed you about it?
Would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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2 years ago
Dear Tyrone02,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
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2 years ago
Translation
Hello yes the case and all three things you listed are correct and I have forwarded it all chat transactions and emails from the casino to your email address plus all the screenshots of my account included in one email and the screenshot says Although my 50 € payout is still pending, that was an old screenshot, that was just as an example, so to speak, because I documented everything exactly Plus made screenshots of everything to show that they are scammers because they canceled my payout and deleted what they did too on the latest screenshots that you can see from me via e-mail, it also says the date and time and so on
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2 years ago
Tyrone02, do I understand correctly that you have only created one account at this casino? Is there any chance that someone from your household or using the same IP address has also created or tried to create an account at this casino?
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2 years ago
Translation
Yes, my girlfriend still had one but asked for it to be closed after she found out about it, so only mine existed
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2 years ago
Thank you very much Tyrone02 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Tyrone02,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Bruno Casino to join the conversation and participate in the resolution of this complaint.
Dear Bruno Casino,
Can you please provide more information regarding the player's winnings confiscation and missing/pending deposits?
Kind regards,
Adam
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2 years ago
Hello, Tyrone02!
We are very sorry for the unfortunate circumstances you found yourself in, however, I am afraid, we won’t be able to recover the winnings, as you have violated our T&C:
"All bonus offers are strictly limited to one per person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.).
You are allowed to have only one (1) account. Only one account for each household, IP, PC is allowed. If you attempt to open more than one account, all accounts you try to open may be blocked or closed and any bets may be voided. Also, any returns, deposits, winnings, or bonuses which you have gained or accrued during such time as the duplicate account was active will be forfeited by you and may be reclaimed by us."
As for your deposits, as a result of a thorough investigation, we indicated that they were cancelled/ weren’t completed by you. Therefore, they should have been credited back to your account. Please, check, as we aren’t able to further consult you on this matter.
Regarding the verification of your account, it hasn’t been verified ever in our casino, as you haven’t uploaded the required documents (the proof of address; that is for the deposit method you were trying to use).
In any case, our support agent did indeed provide a partially misleading piece of information by telling you that your BTC deposit should be credited within an hour. For that, we sincerely apologize. We have already conducted training in order to avoid misinforming in the future.
Thank you for bringing this case up and good luck!
Best Regards,
Bruno Casino Team
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2 years ago
Dear Bruno Casino Team,
Thank you for your response. Regarding the multiple accounts, could I ask you to provide us with supporting evidence, please? It can be posted here or sent to my e-mail, adam.m@casino.guru. Could I also ask if both accounts have claimed bonuses intended to be claimed once per player?
Dear Tyrone02,
Did you at any point receive confirmation from the casino that your account was verified? Could I also ask if you were given a specific wallet address to send the deposit payments to?
Kind regards,
Adam
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2 years ago
Translation
Yes I had three deposits each worth €50 but sent in BTC to this address that was given to me when I clicked on "crypto" deposit I have already emailed her colleague all the chat histories and screenshots where this was also evident
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2 years ago
Hello, Adam!
I've sent an email to you with all info.
Best Regards,
Bruno Casino Team
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2 years ago
Translation
I want my three deposits that have disappeared IMMEDIATELY!! Mess!
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2 years ago
Dear Bruno Casino Team,
Thank you for your response and your e-mail.
Dear Tyrone02,
We have received evidence regarding the multiple accounts and this is currently being reviewed. In the meantime, you mentioned that your girlfriend had an account but asked for it to be closed, could you clarify your girlfriend's name and when the account was closed? Also, with regards to the deposits, are you able to please provide a screenshot of the wallet they were sent from to show the transactions were confirmed and have not been returned to you?
Kind regards,
Adam
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2 years ago
Translation
What do you mean by wallet? It is about s
Crypto currency This can NEVER be sent back I use a trusted wallet because I buy crypto and send it directly to the wallet where I want it and so far it has always arrived except for the three missing ads from bruno casino!
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2 years ago
Hello Tyrone02,
There will usually be a record of you having sent the deposits and that they have been confirmed. Cryptocurrency transactions can be tracked on the blockchain and so if you have some information (wallet address, transaction ID) we can try to locate them.
Please also address my other questions so I can be sure I have all the information necessary.
Kind regards,
Adam
