The player from Germany was experiencing difficulties obtaining her tournament winnings. According to the casino's terms, the prizes should be awarded automatically each week at the end of the tournament. In this case, the condition was not met, the player received her winnings later, approximately 1.5 weeks after the right to the winnings arose (4 days after the submitting the complaint). The complaint is resolved.
Bruno Casino - Player’s struggling to receive her winnings.
Amount: €350
Bruno Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
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2 years ago
Translation
Hi there,
Unfortunately, the bonus from the Bear Giveaway tournament is not credited to me. I have already contacted the casino several times, unfortunately I only get the statement that I should wait. The tournament takes place weekly and now I took 1st place again today and didn't get a bonus. In the past, the profit was in the user's account immediately after the end.
I'm waiting for €350 from February 13th, 2021 and €350 from today
the conditions state the following:
The accumulated points are accumulated throughout the tournament period. The more points you collect, the higher your position in the leaderboard. Prizes will be awarded automatically each week at the end of the tournament on Wednesday each week.
Automatic translation:
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2 years ago
Dear Verena,
Thank you very much for submitting your complaint and forwarding the relevant screenshots. 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. Have you been advised what has caused the delay? Was the tournament organized by the casino itself or by the game provider? If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.
I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
As far as I know it's a promotion directly from the casino.
It says nothing else.
I'll be happy to forward the whole process to you.
the support always has different statements first I should be patient then the technical department is already working on it.
in the past the bonus was always credited immediately after the tournament ended (Sunday 10 p.m.)
Automatic translation:
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2 years ago
Thank you very much, Verena, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello, Verena,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bruno Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Bruno Casino Team, could you please state the reason why the prizes have not been credited to the player's account yet and when can she expect them? Can you provide us with an explanation of the situation from your point of view?
Thank you in advance for providing the information.
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2 years ago
Translation
Dear Branislav,
many thanks for your effort.
both bonuses have just been credited to me.
vg Verena
Automatic translation:
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2 years ago
What great news! Thank you very much, Verena, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your bonuses. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
