Bruce Bet Casino - Player’s account is closed with winnings withheld.

Inquiry regarding BruceBet – account closed and DKK 13,000 withheld

Hello, the Danish Gambling Authority

I am contacting you because I need help/guidance in connection with a case with BruceBet.

I have an amount of DKK 13,000 outstanding that I am trying to get paid out. BruceBet has now blocked my account and is justifying it by saying that I have created two accounts.

The problem is that I didn't choose to create an additional account to circumvent their rules. I contacted BruceBet because my previous account wasn't working and they subsequently told me to create a new account.

I therefore followed the instructions I received from BruceBet. I have screenshots of the communication to document this.

BruceBet is now using the creation of the new account as justification for blocking my account and withholding my DKK 13,000.

I would therefore like to ask the Gambling Authority:

Can you investigate whether BruceBet's handling of the matter is in accordance with the rules and requirements that apply to gaming providers?

I am aware that the Danish Gambling Authority may not be able to decide my specific financial claim. I would first and foremost like to make you aware of the matter and get guidance on where to complain when a gaming provider withholds a large amount under these circumstances.

I can send screenshots of the entire conversation with BruceBet as well as documentation for the 13,000 kr. and their reasons for blocking the account.

I hope you can help me find the right path forward.

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Hello,

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 specify when exactly you created your first account at this casino and when you created your second account?
• Could you please forward me the communication between you and the casino customer support regarding the casino's recommendation that you create a second account? My email address is veronika.f@casino.guru.
• Did you activate any bonuses on either of your accounts?
• Why were you unable to access the original account you created at this casino?

Please note that Bruce Bet Casino operates under a license issued by Curaçao (CGA). Therefore, the Danish Gambling Authority will not be able to assist you with this particular issue.

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