The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing verification. Player’s complaint has been resolved successfully.
The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing verification. Player’s complaint has been resolved successfully.
The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing verification. Player’s complaint has been resolved successfully.
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
Hallo ich habe ein grosses Problem mit BRUNO Casino. Ich habe zur Verifikation alle notwendigen Dokumente eingereicht. Bin übrigens bei mehreren Casino der Gruppe vollständig verfiiziert. Jetzt will Bruno Casino einen Deposit Beleg. Den habe ich auch in mehrfacher Ausführung geschickt. Jetzt sagt Bruno Casino das auf dem Einzahlungsbeleg mein Name daraufstehen muss. Also Kontauszug mit meinem Namen und der Einzahlung reicht denen nicht.Bei meiner Bank n26 (siehe Screenshot) ist kein Name von mir vorgesehen. Dafür kann ich nichts. Und das habe ich Brunocasino mehrfach gezeigt und gesagt. Ich war bei meiner ´Bank im Support Chat und habe das angefordert. Die haben mir ausdrücklich gesagt das gibt es nicht. Auch von dem Chatprotokoll habe ich Screenshots an Bruno Casino geschickt. Interessiert die nicht.Meine Auszahlungen werden abgebrochen und auch im Chat geht man darauf nicht ein. Ich soll das liefern obwohl es das nicht gibt und die mir auch nicht sagen wenn sie es besser wissen wie ich das bekommen soll. Bitte reden sie mit denen. Die haben viele Kunden mit N26 Bank und die können das ja auch nicht liefern. Danke Anbei Screenshots
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
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
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?
Ja genau. Und das Geld ist ja bei denen angekommen. Wie gesagt die wollen eine Einzahlbestätigung. Die habe ich mit kompletten Kontoauszug geschickt. Da steht auch meine ganze Adresse darauf. Die wollen aber anscheinend eine einzelne Transaktion Bestätigung mit meinem Namen darauf. Und das gibt es einfach bei meiner Bank nicht. Meine Bank hat mir zweimal versichert. Das es das nicht gibt. Warum versteht das Brunocasino nicht?
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.
Hallo, ich habe gerade die email erhalten:
Hi!We are happy to inform you that your cashout request has been approved. You will see the funds appear in your account shortly.
BrunoCasino Team
Vielleicht wegen Ihrer Hilfe. Ich bedanke mich aufjedenfall. und werde nur in den besten Tönen über Casinoguru sprechen. Danke nochmal .Kann geschlossen werden.
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.
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.
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
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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