HomeComplaintsBruno Casino - Player’s withdrawal has been delayed.

Bruno Casino - Player’s withdrawal has been delayed.

Amount: €250

Bruno Casino
Safety Index:High
Submitted: 13 Dec 2021 | Case closed : 03 Jan 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Germany is dissatisfied with the withdrawal process. We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago
Translation

Halo, this casino has been stating that the processing time can last up to 5 days since the withdrawal time. My previous withdrawals have always been on the same day on the account of this casino. Now I contacted the support every day, always put off, totally incompetent. TODAY it was alleged that problems with the payment system could take up to 2 weeks. As a player, I can't help it and the terms and conditions say 5 working days, today the 8th is around.

Automatic translation:
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2 years ago

Dear Julia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

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2 years ago

Dear Julia,

Has there been any news? Have you received your winnings? We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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2 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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