The player from Germany won a larger amount at Bruno Casino and faced a refusal of payout despite submitting the requested documents multiple times. The player confirmed that after verifying the documents, the payout was successfully processed.
Bruno Casino - Player’s payout was delayed and winnings were reduced.
Amount: €950
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
I have been playing at Bruno Casino for years, always depositing from the same account. Now I have won a larger amount, and they refuse to pay out! They keep asking me to send documents (which I've already sent 20 times), and yesterday I played 150 spins, won €12.95, continued playing, and got a full screen of cowboys worth €500. After 15 minutes, €420 simply disappeared. What is this, FRAUD???? No payout and winnings just gone? I am so disappointed!!!!
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4 months ago
Dear mandyelci,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please list which documents you have already provided and when exactly did you send the last one?
- Which documents does the casino ask for repeatedly?
- Have you provided all the required documents as soon as possible and in the correct format?
- Do I understand the bonus you played was a loyalty free spins bonus with the following rule enforced?
3.30. The maximum winnings resulting from any no-deposit offer are capped at 50 EUR or an equal amount of the respective currency if not stated otherwise. This includes, but is not limited to, the winnings from no-deposit bonuses, no-deposit free spins, and cash rewards.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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4 months ago
Translation
Hello, thank you for hearing from you so quickly, I'll be happy to send you everything! Where should I send it, here and can others see it? Are they private documents? As well as bank details, bank statements, etc. Many thanks in advance, best wishes Mandy
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4 months ago
Translation
Done after 113 messages, verified this morning and paid out! Thank you and I'll probably stop playing
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4 months ago
Dear mandyelci,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
