The player from Germany has been waiting for a withdrawal since December. The player confirmed she received her winnings.
Bruno Casino - Player’s withdrawal has been delayed.
Amount: €900
Bruno Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day
On December 10th, 2021 I applied for € 900 at the Bruno Casino and since then I have been kept waiting and always get the answer that you are waiting for a response from the payment provider.
I should send bank statements that prove that I have not received the money yet, but nothing happened.
I offered to ask the payment service provider myself if they could give me a transaction number, but they just said that I as a customer cannot do that.
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2 years ago
Dear Kim,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?
Additionally, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
Firstly, thank you for your answer.
The verification is already through and I've already had money paid out several times without any problems. But now I'm always put off. There are no particularly important conversations, there are always the same answers that there were problems with the payment provider and they are waiting for an answer Of course, I can upload which ones I want to see.
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2 years ago
Thank you for your reply, Kim. Which payment method to withdraw your winnings have you opted for? Was it the same payment method as previously? Could you please advise how long did your last withdrawal take?
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2 years ago
Translation
So the payment method is bank transfer. The last payouts were within 1-2 days, but these 900 € just don't arrive. I had read of the same problems in various forums in December, but after exactly 2 weeks the money arrived and I still have it not
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2 years ago
Translation
Hi there!
Regarding your missing withdrawal - the transaction was declined on the payment provider side due to technical reasons. In this case, we will withdraw your funds manually. Please, provide us with your credentials in the following format:
I just got that by email and will now send my data and see if the money comes
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2 years ago
Thanks for the update, Kim. Hopefully, you will receive your winnings soon. Please, keep us informed and let us know if there is anything new.
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