Bruno Casino - Player’s withdrawal has been delayed.

About 4 weeks ago I made withdrawal at the casino. I provided all requested documents and passed verification. Never received any additional requests. Several times I wrote emails, casino never reply. I am able to log in to casino, withdrawal is in pending status. I contact them for many days via live chat. Every time the same replies as last time :"Jan I am sorry that is taking too long, let me forward this to our payment team, I will do my best to speed up the process". I have no idea what is going on. That is why I am here. Please advice me what to do. Thank you in advanced.

Dear kiravoknaj80,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Greetings Petronela.

Yes, my withdrawal is pending for 4 weeks without being processed.

Casino not replying to emails and in chat they give empty promises.

I have no idea if it is system issue, or it’s related to my account only.

Yes I used match bonus. There is no bonus money on my account at the moment.

Thank you very much, kiravoknaj80, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you kiravoknaj80 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bruno Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I see they keep ignoring...

Dear CasinoGuru,

We kindly ask you for extension of timer

Best regards,

BrunoCasino Team.

Dear kiravoknaj80,

Thank you for reaching out to us regarding your concern and we apologize for the inconvenience caused.

Regarding your withdrawal, we inform you that it has been successfully processed and paid. You should receive your funds within 5 working days.

If you have any other questions don’t hesitate to contact us.

Best regards,

BrunoCasino Team.

Thank you very much for the update.

Dear kiravoknaj80, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I was paid. Thank you. You can close complaint Peter.

Best regards.

Dear kiravoknaj80,

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,

Peter