The player from the Netherlands was facing a delay in a withdrawal that had exceeded the stated five-day processing time. Despite adhering to the withdrawal limit and the player's subsequent request for immediate resolution, there was still no sign of the funds. We had advised the player that withdrawal processing could take up to 14 days, especially if KYC verification was incomplete or there was a high volume of withdrawal requests. We extended the response time by an additional seven days. However, due to the player's lack of response to our messages, we were unable to proceed with the investigation and had to reject the complaint.
Bruno Casino - Player's withdrawal request is delayed.
Amount: €6,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
Public
Public
11 months ago
Subject: Urgent Complaint Regarding Unacceptable Delay in Withdrawal to Bank Account - Bruno Casino
Dear Bruno Casino Customer Service,
I am writing with an abundance of frustration and disappointment regarding the unacceptable delay in transferring my funds to my bank account. Despite repeated promises that the processing time would not exceed five days, I am now on the sixth day without any sign of my money.
My withdrawal request was submitted well before reaching the withdrawal limit, making the ongoing delay utterly unacceptable. I demand immediate action to rectify this situation and the immediate transfer of my funds to my bank account.
Not only do I require clear and transparent communication, but I also expect an immediate resolution with a specific timeline. The lack of clarity and unfulfilled promises have severely eroded my trust in Bruno Casino.
I am no longer willing to tolerate this unacceptable situation. If prompt action is not taken and my money is not promptly transferred to my bank account, I will not hesitate to report this matter to the relevant regulatory authorities.
I expect you to take this matter seriously and act promptly to restore my confidence in your services.
Sincerely,
[personal details hidden by Casino Guru administration]
Public
Public
11 months ago
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,
Veronika
