Bruno Casino - Player’s withdrawal of 30,000 euros has been delayed.

Dear Sir/Madam,

I hereby wish to file an official complaint regarding the excessive delay in processing my withdrawal on your platform. It has now been two days since I requested a withdrawal of 30,000 euros, yet the transaction status remains 'pending' without any progress to date.

It is disappointing and unacceptable that a reputable casino such as yours is unable to handle a basic transaction within a reasonable timeframe. I am deeply dismayed by the lack of efficiency and customer focus I have experienced.

Furthermore, I am astounded by the lack of response from your end. Despite multiple attempts to contact your financial department via email, I have not received a single response. This lack of communication is entirely unacceptable and reflects a glaring lack of professional integrity.

I also believe that your licensing authority, the Kahnawake Gaming Commission, should take responsibility for overseeing the activities of your casino. The fact that they granted you a license without ensuring that you fulfill your obligations to pay out winnings promptly is deeply concerning and raises serious questions about their own integrity and reliability as a regulatory body.

I therefore demand immediate action to process my withdrawal and provide an explanation for the excessive delay and lack of communication. If this issue is not resolved promptly and satisfactorily, I will be forced to take further steps, including informing relevant authorities and publicly sharing my experience to warn others about your casino's practices.

I expect a prompt and adequate response to this complaint within 48 hours. If no satisfactory solution is provided, I will not hesitate to take further action to recover my rightful funds and ensure justice is served.

Yours sincerely,

Halit ****

Dear halitpolat,

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

I understand that withdrawals may sometimes take a few days to process, but I would like to bring to your attention that in this case, the withdrawal was made to my e-wallet, which typically has a maximum processing time of 24 hours. Despite this, I have been waiting for over 48 hours and the status remains 'pending'.

Given the standard processing time for withdrawals to e-wallets and the lack of response, I find this delay concerning and unacceptable. I appreciate your understanding and intervention in resolving this matter promptly.

Looking forward to your assistance in expediting the processing of my withdrawal

Per our policy, we don't intervene in cases regarding delayed withdrawal sooner than 14 days after withdrawal was requested.

Please let me know if there are any obstacles the casino informed you about.

I'll wait for your reply.

Ok i understand