The German player had her account closed and her VIP status had been revoked. The player, who had been with the online casino for over two years, had requested her transaction history for legal purposes. However, we had clarified that we couldn't compel the casino to provide such information. Since the player had confirmed there were no remaining funds in her account, we concluded that the casino had the right to close the account for any reason. Consequently, the complaint was rejected.
Bruno Casino - Player's account has been closed and VIP status revoked.
Amount: €200,000
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
Other
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Hello, I need complete transaction history from Bruno Casino because I have been reported. I need this for the public prosecutor. My account was closed a few days ago because, all of a sudden, it says I'm not allowed to register from my country... I was a VIP at this casino. From one day to the next last year, my status was revoked without reason. From that point on, I was set to lose. I inquired with the former VIP Manager about whether this casino has a German license, which he confirmed. Since many there do not speak German adequately, they don't understand what I need. I urgently require the transaction history......
Please help me with this request.
Best Regards
Automatic translation:
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9 months ago
Dear Sabine0506,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bruno Casino.
From the information we gathered in the past, the casino is licensed in Kahnawake, and not in Germany.
Please understand we can't compel the casino to provide you with the complete list of transactions you require for legal purposes.
Nevertheless, please allow me to ask you a few questions, as to find out how we may help you.
- Could you please advise how long have you been a player of the casino?
- Was there any balance left on your casino account when your account was closed?
- Could you please explain what the disputed amount (200000€ ) refers to in this situation?
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
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9 months ago
Translation
This amount was approximately implemented. Lots of transactions. No remaining credit. I was in this casino for over 2 years. I urgently need the transaction history!!
Automatic translation:
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9 months ago
Again, I am sorry but we won't be able to compel the casino to provide it to you.
We believe casinos can close player's accounts for any reason as long as the casino doesn't withhold any legitimate winnings or balance.
Please let me know if there is anything else we might assist you with otherwise the complaint will be closed.
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9 months ago
Translation
It's not okay if you need the documents in question in court!
Automatic translation:
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9 months ago
I wish I could be of more help.
Unfortunately, we can't help with such a request, nor penalize casinos if they fail to comply with such a request from you.
We believe the casino can close a player's casino account for any reason at any time unless they withhold the player's funds.
Since you didn't have any funds in the casino account, we'll now close the complaint.
Please do not hesitate to contact us if you run into issues with any online casino in the future.
