Bruno Casino - Player’s withdrawal is delayed.

Hello Beatrix1978,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bruno Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? What country did you chose during the registration? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi! I would like to ask you for an email address, because I would like to upload all the photos from our correspondence there! Email is easier for me! Then I will write you the questions for your answers! Thank you!

My account has been verified! I don't know when, because my account was closed and I can't check it! I played with my own money, not with bonus money! I chose the Netherlands when I registered, because I live here, I have my own house here and I have a registered address for a long time! 2024 01.24. I spoke to them for the last time at 4:45 p.m. After that, they closed my account without a word!

I would like to request an email for the photos..!

Why isn't anyone answering?

Hello Beatrix1978,

Please forward the mentioned documents to nikolas.b@casino.guru.

Dear Beatrix1978,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi! What should I answer..?! I sent you all the documents to the email address you provided 6 days ago!

Hi! Any news?

Hi! Can you tell me something new? Or can I help you with something? Did you see the photos of Casino Bruno in the email?

Hello Beatrix1978,

I did receive the e-mail but as we handle hundreds of complaints, it might take a while to respond.

Can you please clarify when did you register into the casino? When I tried to access it from the Netherlands, it does not allow me to open an account.

Did you register it from Netherlands?

Hi!I have sent you an email!

Hello Beatrix1978,

Before we would get in touch with the casino, can you please clarify how much is your real money balance currently on account? Did you receive any notification from the casino that it will be restricted for the Netherlands?

Hi! I have €10,000 in my account! I played intensively for 1 year and there were no problems! But when I won €10,000 (03.01.2024), the next day (04.01.2024) they wrote that they would close my account because they don't accept players from the Netherlands! Why was my account closed when I won a larger amount?!

Hi!Did you manage to do anything with the information?

Hello, Beatrix1978,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Bruno Casino team,

Could you please explain the player's situation in more detail? Do I understand correctly that she registered at the casino from the Netherlands despite it being a restricted country? How did she manage to register/deposit/play? Does the casino enforce restricted countries by its system/software? Did she somehow bypass the system restrictions? If yes, how?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hi!Thanks in advance for your help!!

Hello, dear Beatrix1978!

Thank you for bringing this issue to our attention, we will do our best to help you resolve this difficulty.

As you may know, we have already begun an investigation process and decided to refund the balance of your gaming account to you. However, after requesting the necessary details you did not provide us with all the data, so we are still waiting for it and cannot transfer your request to another department.

Kindly check your mailbox and provide us with the requested credentials.

Best regards,

BrunoCasino Team.

Dear Bruno Casino!You asked me for the details of a credit card that I told you had expired and I gave you the details of a new credit card!You still ask for details, but I don't understand how I could have registered here as a Dutch player (I registered easily with real details) and I can deposit but I can't withdraw because I am a Dutch player!I would like to get an answer to this!!

Okay!I'll send you the data!

As agreed, also sent via email in pdf format!!

Dear Bruno Casino, Are your papers in order?

Thank you both for your replies and updates.

Dear Beatrix1978,

I strongly recommend you provide the casino with all the requested details and documents they asked you for via email. We are talking about common requirements within the KYC/verification process, and it looks like it was not completely done, as you claimed above. In addition, successful verification is required for withdrawing anything from a casino account.

If the casino requested a confirmation of ownership of any bank card used at the casino in the past (regardless it expired or it was a temporary virtual card, etc.), you should be able to provide a bank statement or a confirmation of a particular transaction(s) the casino is asking you for. The bank card in question was very likely linked to a bank account. So, it should be easy to find any transaction made by this card in the transaction history of the bank account and provide the casino with the transaction details with all the necessary details they need to check.

Please note that your screenshots above are definitely insufficient to verify anything from your casino account. Those screenshots were basically created on your own and did not contain any verifiable data. If the casino requested a .pdf from you, it has to be (for example) an official bank statement from your bank/internet banking in a .pdf form. I sincerely hope you were kidding with the screenshots shared above...

Dear Bruno Casino Team,

After reviewing the user's last posts, it would be great if we could move forward and simplify the situation a bit.

Can you please provide us with a list of all the details/documents the casino needs from the player to process the refund, with all the necessary instructions?

Then, we can turn directly to the player and wait until she provides the casino with the requested.

If you consider such information very sensitive, feel free to let me know, and I will hide your post from the public, so it will be visible only to the involved parties. No problem.

Dear Branislav,

we are pleased to inform you that we have already received all the necessary information from the customer. The refund request was already approved by our team, and we forwarded it to our financial department.

So, we hope that it will be paid soon.

Best regards,

BrunoCasino Team.

Thank you very much for the update, Bruno Casino Team!

Dear Beatrix1978,

After the last update from the casino, feel free to ignore my previous post and recommendation directed to you.

At this point, I sincerely believe it should only be a matter of time before funds come to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please note it will take some time - usually a few business days.

Please let us know as soon as you receive the payment(s).

Dear Nicolas!The documents that Bruno casino asked for,I sent them in pdf format!Here,I just sent you a screenshot of it so that you can see that I have completed the documents requested from Bruno casino!Okay,when I receive the money I will let you know!Thank you :Beatrix

I am sorry, Beatrix. We are in daily contact with many different types of players, and you would be surprised, that there are some who really expect KYC completion based on the screenshots you provided above. I did not know about the details. However, as mentioned, please ignore that post.

Looking forward to hearing good news from you soon.

👌

Hi!The money has arrived (€10175)!!!!!God bless Guru Casino!Special thanks to you Nicolas and God bless you every step of the way!

👌🫶

Great news, Beatrix!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.

Thank you very much, Bruno Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru