The player from Germany had a problem with Bruno Casino's deposit limit, which was not properly enforced. Despite having set a daily limit, the player lost an additional €225 after the casino support agreed to raise the limit without observing the required cooling-off period. The player requested a refund of the extra deposited amount. The Complaints Team found that the player consciously and voluntarily requested the removal of the limits multiple times, and the casino's support fulfilled these requests. It was concluded that the player must take personal responsibility for the gambling decisions made. The complaint was closed as rejected, and the player was advised to pursue the matter further with the licensing authority if desired.
Bruno Casino - Player’s deposit limit issue has led to losses.
Amount: €225
Bruno Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
2 days ago
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1 month ago
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Hello,
I have an issue with the deposit limit at Bruno Casino. I’ve set a daily deposit limit multiple times to prevent myself from depositing more money after a loss in an attempt to recoup my losses. Whenever I’ve contacted support through the casino chat asking if they could remove or raise the deposit limit, they have simply agreed to it, even though there is supposed to be a 24-hour cooling-off period. As a result, I’ve lost an additional €225. I wouldn’t have deposited this extra money if the rules had been followed, because it was a snap decision made in the moment after a loss to try and recover my lost money. I would like to ask for this additional money back from the casino. The casino holds a license from the Kahnawake Gaming Commission and is supposed to adhere to player protection laws.
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1 month ago
Dear esox505,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions, and this is what I found:
6.9. Kindly note that due to the nature of cryptocurrencies, deposit limits cannot be applied to the deposits made through payment systems. If you want to limit your gambling in the Casino, please use any other available option.
Could you please specify if you deposited money only via cryptocurrency?
Have you received any confirmation email from the casino after your deposit limit was increased? Do I understand correctly that the increased deposit limit was activated immediately without a cooling-off period?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
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Deposit limits are also calculated correctly for cryptocurrencies after deposits. Yes, the deposit limit was increased immediately after I wrote in the chat, without any time to think about it. I did not receive a confirmation email.
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1 month ago
What was the daily limit you originally activated? Do you have any screenshots showing your original deposit limit?
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3 weeks ago
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My deposit limit was a maximum of €50 and it was increased several times to €150 or deleted completely.
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3 weeks ago
Thank you very much, esox505, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.
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3 weeks ago
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Good day.
The Bruno casino does not adhere to the player protection settings. When I write in the live chat and ask if they can delete or increase my daily deposit limit, they immediately agree and they immediately delete my deposit limit so that I can deposit even more. As a result, I have again deposited €520 more than I had planned. This is because the 24-hour cooling-off period was not adhered to. I would like these €520 back. I had a daily deposit limit of €50, which was immediately deleted or increased at my request. If the support employee had adhered to the 24-hour waiting period, I would not have been able to deposit any more and I would not have deposited any more the next day because I would have used the cooling-off period. So I have now deposited and lost a total of €740 due to the immediate deletion of my daily deposit limit. I would like these €740 back in full.
Best regards, Mirko Sedlag
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3 weeks ago
Hello esox505,
I'm Michal, and I have taken over your complaint. I have reviewed your case and will try my best to help, but there are a few things I have to mention. First of all, we know from experience that it is not easy for players with gambling problems to just stop gambling when the temptation is great, and the casinos should take appropriate steps to help such players. We always strongly advise players to seek professional help with potential gambling addiction or when they feel they can't fully control their gambling "temptation". The casino teams should not remove any limitations the players previously requested before the designated time runs out, however, the player's personal responsibility also plays an important role in these situations. The self-exclusion tools aim to help players limit access to their casino accounts, and prevent unintentional financial losses. It is not intended for the players to exploit its potential vulnerabilities and subsequently request compensation for the lost funds. I will still reach out to the casino to see what can be done with your situation
We would like to invite Bruno Casino to join the conversation.
Dear Bruno Casino,
Can you please provide clarification on the situation? The player has indicated that they have made multiple requests to disable the daily loss limit. Could you please explain the rationale behind the removal of this limit prior to the full 24-hour waiting period being completed, or without additional inquiries from live chat support to ensure the player is truly willing to accept the possibility of losing more funds than they initially intended?
I kindly request you to share additional information about the situation and the details of the conversation the player had with your support team. This would assist us in gaining a clearer understanding of the situation. If this information can't shared publicly, please forward it to me at michal.k@casino.guru
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3 weeks ago
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The Bruno Casino has now simply blocked my account without giving any reason, I still had €30 cashback in my account. I am very disappointed with the casino, I have been depositing daily for three years and this is the thanks I get. I have lost well over €20,000 in the casino and now I am simply blocked because they do not adhere to the player protection laws. Very sad.
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2 weeks ago
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The withdrawal/payment was made through the Gold Level 2 bonus. I received a €400 bonus for it, which enabled me to make a withdrawal of €1600. But that has nothing to do with the fact that you simply deleted the daily deposit limit at my request, without adhering to the 24-hour cooling-off period. In order to reach Gold Level 2, I had to deposit a lot of money. After the limit was increased or deleted, I only lost and made no profits, which meant I lost an additional €720 than I had planned. I would like this money back. In addition, you can no longer have your deposit limit increased in chat, it is now always rejected and a 24-hour cooling-off period is mentioned, so you have confirmed that the error was yours.
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2 weeks ago
Hello, dear all!
Thank you, esox505, for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.
After analyzing your situation, we found that the disputed amount was credited to your gaming account in real money without wagering, and was already used.
As for your subsequent refund requests, we would like to clearly state our position in this matter: just as we do not unjustly seek reasons to deny our customers their rightful winnings, we equally expect our customers to accept their losses without resorting to unsubstantiated claims against us. We wish to emphasize that, since the adjustment of limits, your total withdrawals have surpassed your deposits, which, in our view, negates any grounds for a refund.
After thoroughly reviewing your account and communication history, we regret to inform you that your request for a refund and account reactivation has been denied.
Dear Michal, we will send you all the evidence via email.
Best regards,
BrunoCasino Team.
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2 weeks ago
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The withdrawal/payment was made through the Gold Level 2 bonus. I received a €400 bonus for it, which enabled me to make a withdrawal of €1,600. But that has nothing to do with the fact that you simply deleted the daily deposit limit at my request, without adhering to the 24-hour cooling-off period. In order to reach Gold Level 2, I had to deposit a lot of money. After the limit was increased or deleted, I only lost and made no profits, which meant I lost an additional €720 than I had planned. You have already refunded me €220, which is a concession on your part. So there is still a loss of €500. I would like this money back. Furthermore, you can no longer have your deposit limit increased in chat upon request, this is now always rejected and a 24-hour cooling-off period is mentioned, so you have confirmed that the error was yours.
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2 weeks ago
Dear Bruno Casino team,
I have sent an email requesting further information and am currently awaiting your reply.
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2 weeks ago
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Bruno Casino advertises a license from PAGCOR LICENSE VERIFICATION
PHILIPPINE AMUSEMENT & GAMING CORPORATION OFFSHORE GAMING LICENSE Bruno Casino does not have this license at all. This is fraud, that's what the licensing authority wrote to me. See pictures in the attachment
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2 weeks ago
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This license was invented by Bruno Casino. It has no license at all. This is a disaster
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2 weeks ago
Dear Michal,
Thank you for your help and collaboration. We have sent you all the necessary information by mail.
Best regards,
BrunoCasino Team.
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2 weeks ago
Dear BrunoCasino Team,
I have replied to your email with some additional questions and am awaiting your response.
Dear esox505,
I've been informed by the BrunoCasino Team that the situation with the removal of the daily loss limit is not the first you found yourself in. The livechat operator made sure that you fully consciously and voluntarily wanted to remove the limit. So, if this is confirmed, although it is important for casino teams to uphold any restrictions that players have previously set until the designated period has concluded. However, it is crucial to acknowledge that players must also take personal responsibility in these situations. The self-exclusion tools are intended to help players control their access to casino accounts and reduce the risk of unintentional financial losses. These tools should not be exploited by players attempting to capitalize on any vulnerabilities and subsequently request refunds for lost funds. I'm awaiting further information from the casino team.
Regarding the casino license, it appears that the PAGCOR license being promoted may not be genuine. Bruno Casino was previously licensed by Kahnawake. I have also reached out to the casino team for further clarification on this matter. Should their response not adequately address my concerns, I will proceed to revise the licensing details in the casino review accordingly.
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2 weeks ago
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It's true, I've had a few withdrawals recently, but the casino hasn't told you about all the losses over the last few years. I'm well over €20,000 down in the casino. This has nothing to do with the casino not adhering to the player protection settings. Strangely enough, after the dispute, the casino is now sticking to the 24-hour cooling-off period and no longer increasing it at the player's request. This means the casino admits that it made a mistake. I still insist on a refund of €520.
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2 weeks ago
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And I would like to know why my account was closed, I made no mistake and yes, that casino previously had a license with Kahnawake Gaming Commission, but back then it was operated by Uno Digital Media and now by Flowerinas srl.
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2 weeks ago
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I have to correct, Bruno Casino was previously operated by MANILA MARKETING nv and had a license with Kahnawake Gaming Commission. Now you have a fake license
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1 week ago
Dear esox505,
I'm still following up on your case with the casino team. Although I do agree with you that every limit like deposit limit, loss limit, wager limit, etc. a player has previously activated should not be removed before the specific time elapses, I must repeat again that players must also take personal responsibility in these situations and not request removal or lifting the limit via support and then request compensation when the support granted their explicit wish. An additional significant aspect to consider in this matter is your repeated requests for the removal or lifting of the limit over several days, which prompts further inquiry into the authenticity of the reasons behind your complaint. I am collaborating with the casino team to identify an appropriate course of action for your case that will be satisfactory for everyone involved
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1 week ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 days ago
Dear esox505,
I have engaged in quite a lengthy conversation with the casino team regarding your situation and here is my take on it.
In general, I do agree with you that every limit like deposit limit, loss limit, wager limit, etc. a player has previously activated should not be removed before the specific time elapses. Our experience indicates that individuals facing gambling issues often find it challenging to cease gambling when faced with significant temptation, and it is imperative for casinos to implement measures to assist these players. We consistently encourage individuals to seek professional assistance if they suspect they may have a gambling addiction or feel unable to manage their gambling impulses effectively.
However, after reviewing all relevant information and evidence, it is clear that you consciously and voluntarily requested the removal of your limits multiple times over several days, and the live chat support agents fulfilled your specific request, you subsequently sought compensation for the losses you willingly incurred.
I must repeat it is crucial to acknowledge that players must also take personal responsibility in these situations. The self-exclusion tools or responsible gambling tools are intended to help players control their access to casino accounts and reduce the risk of unintentional financial losses. These tools should not be exploited by players attempting to capitalize on any vulnerabilities and subsequently request refunds for lost funds.
Your communications through live chat, our forum, and email do not align with the typical behavior exhibited by individuals genuinely struggling with gambling issues.
Considering all of this, I find myself compelled to support the casino's position, and it would be unjust to penalize the casino for not refunding the money you have willingly and fairly lost, particularly in light of the fact that you have withdrawn more funds than you initially deposited.
You are free to disagree with this conclusion and if you want to pursue your complaint further you can submit a complaint to the licensing authority, but I'm unable to provide any assistance with this matter.
I have it confirmed that Bruno Casino is indeed licensed by the Kahnawake Gaming Commission (KGC) in most countries, however, in Germany they operate under a different license. The previous PAGCOR license was not intended for players from Germany, and it has already been corrected.
When accessing the casino's webpage from Germany the following can be found:
With all this being said, your complaint will now be closed as rejected. I'm sorry I could not be of more help. Please feel free to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
I would appreciate it if you inform me of the authority's decision should you pursue this course of action at michal.k@casino.guru
Best regards,
Michal
Casino Guru
