The player from the Netherlands had had an issue with a delayed withdrawal from Bruno Casino. It had been his first withdrawal, and he hadn't used a bonus to accumulate his winnings. Despite having reached out to the casino's support, he had seen no progress for nearly three weeks. After the player had submitted a complaint to us, we contacted the casino on his behalf. Bruno Casino had claimed that the withdrawal had been processed. The player had confirmed the receipt of his funds, successfully resolving the issue.
Bruno Casino - Player's withdrawal via crypto is still pending.
Amount: €100
Bruno Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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1 year ago
The 18th of October I made a withdrawal request at Bruno Casino with the amount of € 100,-, to be paid out in crypto (litecoin). I requested the withdrawal to be paid out in crypto (litecoin), because that is exactly the way I deposited last time, and that is what Bruno is asking for, according to the T&C's. But now, 14 days later, still no payment received. I contacted support several times, through chat & email, but still no progress is visible. According to their own policy, it could take up to 72 hours, but that time has past 11 days ago...
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1 year ago
Dear Baszel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please advise if it was your first withdrawal in this casino?
- Have you accumulated your winnings 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. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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12 months ago
Hi there!
This is my first withdrawal and haven't accumulated my winnings with a bonus, like you ask. Hope this issue can be fixed soon enough, it's been almost 3 weeks now since I requested the withdrawal.
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11 months ago
Thank you very much, Baszel, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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11 months ago
Hello Baszel,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Bruno Casino to join the conversation and participate in the resolution of this complaint.
Dear Bruno Casino,
Can you please provide an update on the payment status?
Thank you.
Kind regards,
Tomas
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11 months ago
Hello, Dear Player
According to the system withdrawal has been made, could you please confirm receiving of funds?
Best regards,
BrunoCasino Team
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11 months ago
Dear Baszel,
Can you please confirm if you have already received the funds? So we can consider the case resolved.
Thank you.
Kind regards,
Tomas
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11 months ago
Dear Baszel,
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
