The player from Quebec had requested a withdrawal prior to submitting his complaint. Unfortunately, his winnings hadn't been received at that time. After communicating with the Complaints Team, the player confirmed that the casino had made the first payment and he had planned to continue withdrawing. He also clarified that his win was made without a bonus. The player later confirmed that all his winnings had now been paid. The issue was successfully resolved with the casino having paid out the player's winnings in full.
Bruno Casino - Player’s withdrawal has been delayed.
Amount: Can$13,869
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
7 months ago
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7 months ago
Hello I have played at this casino for over a year. Typically when I request a withdrawal it is paid within a few hours, or one day at the latest. My withdrawals now have been pending for over a week and chat is just telling me to be patient. I feel like something is wrong, and I would simply like to speak to them on this public forum to address it.
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7 months ago
Dear Beaxded33,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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7 months ago
Thank you very much for your reply, Beaxded33. Did you accumulate your winnings with or without an active bonus? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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7 months ago
hello again
the casino made the first payment.
i will continue to withdraw now.
the win was done without a bonus, i won and cancelled the bonus without ever using it.
All communication was done on chat and i did not save the chats, but I will continue to keep you posted
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7 months ago
Could you please advise how much money you currently have in your casino account? Do you have any pending withdrawals at the moment?
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7 months ago
Dear Beaxded33,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
