Bruno Casino - The player's account got closed.

I requested the withdrawal yesterday, it was canceled and they asked me for documents, they rejected my automatic verification and now they blocked my account

Hello vincentroobert,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bruno Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block the access to your account until the process is finished.

Looking forward to your answer.

Regards,

Nick

They asked me for the documents 2 days ago and I uploaded them the same day, today I tried to enter the casino and the blocked account appeared when I contacted the live support they told me that they closed my account for security reasons and that they had the right not to give me explanations they don't answer my emails either

Hello vincentroobert,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru? Did they respond to you since your last post here?

I can't send any conversation because they never contacted me

Hello vincentroobert,

You posted that you have contacted them through live chats - don't you have a transcript or screenshots of it?

no live chats are deleted and the casino still doesn't reply to my emails

Thank you vincentroobert for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi vincentroobert,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Bruno Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi vincentroobert,

I managed to get in touch with the casino representative, and I will be investigating your case with them.

The timer will now be extended and I will keep you updated on any developments.

Thank you.

Kind regards,

Tomas

Dear vincentroobert,

Unfortunately, there was no response from the casino. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, if the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Kahnawake Gaming Authority (complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

We’ve reopened this complaint at the request of Bruno Casino. We would like to allow this case one more chance to be resolved fairly.

Dear vincentroobert,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using the same no-deposit FS bonus in all accounts.

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Bruno Casino, for providing information and for your cooperation.

Best regards,

Tomas