HomeComplaintsBruno Casino - Player's withdrawals were unjustly cancelled.

Bruno Casino - Player's withdrawals were unjustly cancelled.

Amount: €550

Bruno Casino
Safety Index:High
Submitted: 08 Aug 2023 | Case closed : 23 Aug 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Spain had various withdrawals canceled by the system without their knowledge. After speaking with a representative who confirmed the system error, the player is still awaiting reimbursement. The player did not respond to our questions and comments, so we rejected the complaint.

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1 year ago
Translation

Hello, I made several withdrawals to my account, but while I was playing, they were cancelled, and supposedly I played that money, but I wasn't aware. I didn't know that my withdrawals could be cancelled out of the blue, no one informed me. When I finished, I noticed that my withdrawals had been cancelled. I opened the chat and spoke with a representative who insisted that I had cancelled them, which is untrue. I showed her screenshots that were sent to my email and she admitted it was the system that cancelled them and it was the casino's fault. She said that money should be returned to me. I've been emailing them about this but they keep responding with unrelated answers. They aren't resolving my issue and I want that money in my account. It's not fair; I didn't cancel it and was counting on that money being credited to my account.

Automatic translation:
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1 year ago

Dear raquel1908,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.

Do I understand correctly that you requested several withdrawals at once, and then you continued playing? Has the money requested for withdrawals been subtracted from your casino balance?

Have you received any explanation about the reason why the system canceled your withdrawal requests?

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

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

Best regards

Veronika

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1 year ago

Dear raquel1908,

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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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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