The player from Germany lost access to his casino account after attempting to change his payment method and had been unable to regain access despite sending five emails, receiving only automated replies. He was frustrated as there was money in his account that he could not access. The issue was resolved when the player clarified that he had mistakenly adjusted his self-exclusion limits, which temporarily blocked his account. After the self-exclusion period expired, he regained full access to his account. The complaint was marked as resolved by the Complaints Team.
Bruce Bet Casino - Player is locked out of his account.
Resolved
Our verdict
Case closed
Amount: €200
Bruce Bet Casino
Safety Index:Very lowCase summary
Discussion
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1 week ago
Translation
I lost access to my account immediately after trying to change my payment method. I've already sent five emails and am only receiving automated replies. There's money in my account, and no one is helping me get it back. This is unacceptable.
Automatic translation:
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1 week ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 week ago
Dear kaalaris9,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding access to your account at the casino.
Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Did you pass the verification before you lost access to the account?
- What specific payment method were you trying to change to when you lost access?
- Have you received any specific error messages while trying to access your account?
- Could you please provide any communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.
Best regards,
Petra
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6 days ago
Translation
I accidentally made a mistake when adjusting my limits. I was actually having trouble with my self-exclusion limit and must have clicked something wrong, which temporarily blocked me. I'm really sorry for this misunderstanding.
The period has now expired, and I have full access to my account again. While I was changing the limits on the site, I was simultaneously testing deposits in another tab and didn't immediately understand what had happened. Everything is back to normal now.
Automatic translation:
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2 days ago
We'd like to inform everyone following this case that the issue was resolved.
Dear kaalaris9,
Thank you very much for the update and for clarifying the situation. I’m very glad to hear that your issue has been resolved. I will now mark the complaint as resolved in our system.
Thank you for your cooperation throughout the process. If you ever experience any problems with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center — we’re always here to help.
Best regards,
Petra
