The player from Germany won €1530 but could only withdraw €1390 before her account got blocked due to alleged duplicate accounts. After previously receiving a payout without issues, she attempted to resolve the matter through chat but was met with an abrupt end to the conversation.
Bruce Bet Casino - Player's account has been closed.
Opened
Current status
Waiting for player to reply
6d 22h 5m 11s
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
Public
Public
9 hours ago
Translation
I won €1530, but I could only withdraw €1390. After a 24-hour wait, my account was blocked, supposedly due to a duplicate account. I've been playing on the site for a long time and had previously won €1000, which I received without any problems. When I asked which email address was used for the other account, I was told to send the requested emails to the casino via chat. After doing so, the chat was simply ended after a long wait.
Automatic translation:
Public
Public
1 hour 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.
Public
Public
1 hour ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Had you completed verification before you lost access to the account?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
