The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Bruno Casino - Player’s struggling to complete the account verification.
Amount: €64
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
2 years ago
Public
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2 years ago
Translation
Hello, I have a big problem with BRUNO Casino. I have submitted all the necessary documents for verification. Incidentally, I am fully verified at several casinos in the group. Now Bruno Casino wants a deposit receipt. I also sent multiple copies of it. Now Bruno Casino says that my name has to be on the deposit slip. So a bank statement with my name and the deposit is not enough for them. My bank n26 (see screenshot) does not have a name. It's not my fault. And I have shown and said this to Brunocasino several times. I was in the support chat at my bank and requested it. They specifically told me that it doesn't exist. I also sent screenshots of the chat log to Bruno Casino. They don't care. My payouts are canceled and they don't go into it in the chat either. I'm supposed to deliver it even though it doesn't exist and they won't tell me if they know better how to get it. Please talk to them. They have many customers with N26 Bank and they can't deliver that either. Thanks Attached screenshots
Automatic translation:
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2 years ago
Dear wennertom,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Yes, exactly. And the money got to them. As I said, they want a deposit confirmation. I sent them with a complete bank statement. My full address is there too. Apparently they want a single transaction confirmation with my name on it. And that's just not available at my bank. My bank insured me twice. That it doesn't exist. Why does the Brunocasino not understand?
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2 years ago
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Bruno Casino has again rejected my bank statement from yesterday with name address deposit IBAN. I'm stuck and need your help.
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2 years ago
Translation
Hello, I just received the email:
Hi!We are happy to inform you that your cashout request has been approved. You will see the funds appear in your account shortly.
Bruno Casino Team
Maybe because of your help. I thank you in any case. and will only speak in the best terms about Casinoguru. Thanks again .Can be closed.
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2 years ago
Thank you very much, wennertom, for the update. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.
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2 years ago
Translation
Money has been paid. thanks can be closed
Automatic translation:
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, wennertom, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
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