The player from Switzerland made a deposit, but it wasn't credited to his casino account. The issue was successfully resolved.
Bruno Casino - Player's deposit was not credited to his casino account.
Amount: 500 CHF
Bruno Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.3
Bruno Casino has a Safety Index of 8.3, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Dear herrreinsch,
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 you sent the deposit to the incorrect bitcoin address?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Dear Kristina
Thank you for taking my case.
I wouldn't say I used the wrong bitcoin address myself, but from Brunocasino's point of view, they make it seem like I had to use a different address for the second payment.
I've only ever had one bookmaker that only accepted Bitcoin deposits and it was the case that I could deposit to the same address over and over again and it was credited. Just like a company always has a bank account and doesn't switch accounts with every payment.
This is also not explained anywhere on the homepage or in the terms and conditions of Brunocasino. It is advertised that cryptocurrencies are a totally safe thing, but as you can see in my case, it also leads to errors that are unthinkable with the classic deposit methods.
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2 years ago
Thank you very much herrreinsch for your reply. I will now transfer your complaint to my colleague Peter (peter.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
Hi herrreinsch,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Bruno Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Good day, everyone!
We are monitoring this case and trying to solve the problem with the payment provider.
Per extra measure, we handed over your case to the payment solution manager and we hope it will be resolved as soon as possible.
Thanks for your patience, if we will have any updates you will be notified via email.
Best regards,
BrunoCasinoTeam.
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2 years ago
Translation
I'm reporting because my issue has been resolved. The money arrived a few minutes ago.
Thank you very much for your efforts and that you exist!
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2 years ago
Hi all,
Thank you for your replies.
Dear herrreinsch,
I'm glad to hear that you received your refund. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
