Bruce Bet Casino - Player reports being robbed by the casino.

Mi hanno derubato 1200 voglio il rimborso B. Giuseppina

Dear Emily79,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please describe in more detail why you want a refund from this casino?

What types of games did you play?

Have you passed the full KYC verification?

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

Al gioco bonazza io avevo detto al casino di cancellare accaunt perché stavo esagerando hanno rifiutato fino a che non ho giocato tutto poi però mi hanno cancellato non è giusto

Il fatto è che non da vivere mi hanno derubato. Io insistevo cancellate accaunt ma solo. Dopo avermi. Mangiato tutto lo hanno fatto

Aiutatemi vi prego sono 1200 euro

Mi hanno avvisato non vogliono rimborsare

Thank you for your responses.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Dear Emily79,

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.

Ve lo spiegato io volevo cancellare accaunt prima di cosa loro hanno risposto no gioca ancora sarai fortunato io poi che ho finito i soldi mi hanno cancellato

I have not received any emails from you confirming that you requested the casino to close your account. Could you please forward those emails to me, along with the casino's responses, at veronika.f@casino.guru?

Please note that without these emails, we won't be able to continue with the investigation and contact the casino.

Lo fatto tramite chat con un operatore non ho imail purtroppo

Do you have any screenshots or transcripts of your chat conversation with the casino customer support?

Non ho niente purtroppo

Thank you for your response. Unfortunately, without any supporting evidence, we are unable to request the casino’s assistance with your complaint. Our complaint resolution process follows specific guidelines, and we can only request a refund of lost deposits in cases where the player explicitly informed the casino of their gambling addiction, requested account closure, and the casino failed to act—allowing further deposits, gameplay, and losses.

Without emails, chat transcripts, or other records of your communication, we are unable to proceed with the investigation and must close this complaint. We appreciate your understanding, and we regret that we could not be of more help in this case.

If you encounter any issues with this or another casino in the future, please feel free to reach out to us.

Best regards,

Veronika