The player from Portugal had reported a delay in her withdrawal request which had been initiated on April 30th, exceeding the stated 72-hour processing period. She had also mentioned inconsistent responses from the casino's chat support. Despite the casino's assurance that the payment had been processed, the player's withdrawals were canceled and the funds were returned to her gaming wallet. The player confirmed that the casino had eventually paid out her winnings. However, she had expressed dissatisfaction with the casino's failure to adhere to their stated timelines. We marked the complaint as resolved.
Bruno Casino - Player’s withdrawal is significantly delayed.
Amount: €290
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
5 months ago
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6 months ago
Translation
Good afternoon, I have been waiting for my withdrawal request since April 30th, even though the casino gives a maximum period of 72 hours! No one on the chat makes sense!!! Some people say one thing, others say something else.... the fact is that the request has been approved since the 30th but they have not proceeded with the money processing! It has been on hold since then! Some people on the chat say this is not normal, while others just copy and paste responses!
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6 months ago
Dear Miidelgado,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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6 months ago
Translation
My account was successfully verified and that's not the problem...
The order status is already approved, it just hasn't been processed!
You can change that the first withdrawal was on April 29th. And two others on the 30th.
None have yet been delivered and despite the website saying 72 hours, in the chat they asked me for 5 days. Already passed!
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6 months ago
Translation
Good morning,
new update...
At this point they canceled my 3 withdrawals and my money returned to my gaming wallet, after being told that the payment had already been processed!! Another lie.
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6 months ago
Could you please share screenshots of the 3 withdrawal requests from your transaction history?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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6 months ago
Dear Miidelgado,
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.
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6 months ago
Translation
You can close the case. They ended up paying but everything they said and deadlines they said, they didn't meet them! You can close as always... Resolved. To be able to give an excellent review to this casino, which is not excellent!
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5 months ago
Dear Miidelgado,
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,
Tomas
Casino.Guru
