Bruno Casino - Player’s withdrawals are constantly canceled.

Withdrawals will be canceled.　When I mentioned this to support, the only reply I received was that withdrawals in virtual currency are not possible due to EUR deposits. They also claimed that bank deposits and withdrawals are available, but bank deposits and withdrawals are not shown in the withdrawals section. I told them that this would escalate the situation, but they have not responded. Currently, only virtual currency withdrawals are shown, and those are cancelled as soon as they are requested. I don't understand why I am the only one being harassed since my friends are able to withdraw money normally. My deposit method was myfinity, but the withdrawal method in myfinity was suddenly removed without any notice. I am very troubled by the fact that I have not even received my principal back.

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Dear salisero,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello~!

I have been able to make a few withdrawals so far.

I have passed KYC and have successfully made multiple and about $2000 withdrawals in the past.

I have won money in no way related to bonuses.

Furthermore, I have a friend who also plays at the same casino and plays normally as well and he has not had any withdrawals denied.

Apparently, this site has done this in the past by removing deposit methods and then taking all the money by forcing the user to give up by complaining that they don't support withdrawal methods.

Please take appropriate action.

We have also been collecting evidence and will be contacting the licensee as well.

We are planning to contact the licensee as well.

I would like to add that b7casino, which is operated by the same group, has also denied withdrawal of funds in a similar manner. The amount of damage is $2,000.

The support team here knows that IBAN is not supported in my country, but they are still trying to make me withdraw money only through IBAN. Withdrawals in virtual currency continue to be refused and past means of deposit have been removed. It is very malicious. I am truly saddened that this casino affiliate continues to increase their profit margin by making withdrawals hazy in this manner, and they have been doing this for a long time now. I have seen many similar victims on the forum. I sincerely hope you can help me somehow.

Thank you for your reply, salisero. Do I understand correctly that you currently don't have any pending withdrawals?

Could you please clarify when exactly you made the last successful withdrawal? Which payment method did you use?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thanks for the reply.The recent withdrawal request has been cancelled, so now the amount is shown in the balance, but the withdrawal is not possible because the request is cancelled even if it is made.

I have attached a picture of the payment method and withdrawal history. Please check it.

I additionally attach an image of the status of b7's withdrawal denial. bruno's email image of the withdrawal denial is also attached.

Thank you very much, salisero, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi salisero,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Bruno Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's withdrawal requests were rejected? Can you check why Mifinity was disabled for the player for withdrawal requests?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello, dear salisero!

Thank you for reaching out to us regarding this issue, we will do our best to help you.

We have contacted our payment department and are ready to approve your withdrawal via cryptocurrency, even if you did not make a deposit using this method. However, as we see, you have not yet passed account verification. Please upload a document proving your address to the Verification section in your account, after which you can request a withdrawal of funds.

Best regards,

BrunoCasino Team.

Thank you for the reply, Bruno Casino.

Dear salisero, please, let us know as soon as you provide the casino with the requested document. Based on the casino's website information, you can provide a utility bill no older than 6 months.

I have attached an English balance certificate prepared today as instructed. I also thought it was 6 months, but apparently the email I received from bruno casino said it was within 90 days, so it took a lot of time and effort. I was also told to send an additional photo even though I had already submitted the proof of indentity, so I sent that as well.

I was asked to hold my passport in one hand and a piece of paper with numbers written on it in the other, and it was very tedious and annoying to take the picture.

I felt they were trying to get me to give up as they contacted me directly. I also felt that Bruno Casino, who ignored the guru's contact and came to this most recent contact, wanted to prevent my withdrawal anyway. I feel malicious.

By the way, I have already attached all the necessary documents.

Please take strict action.

Thank you for the updates, salisero.

Dear Bruno Casino, please check the uploaded files and let us know if they meet your requirements to be used for the verification.

Dear Natalia and salisero,

we are pleased to inform you that the verification process has been completed, and the disputed amount has been paid. If you have any other question, feel free to contact us again.

Best regards,

BrunoCasino team.

Thank you for the news, Bruno Casino.

Dear salisero, please, let us know as soon as you receive your payout from the casino.

I have received the funds and thank you to Bruno and also to Natalia. This matter has convinced me, thank you for a long time.

Dear salisero,

Thank you for confirmation! I'm glad to hear that your issue has been resolved successfully so your complaint will be now marked as 'resolved' in our system. 

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,

Natalia

Casino.Guru