Bruce Bet Casino - Player’s account is unfairly blocked.

Hello,

​I am filing a complaint against Bruce Bet Casino regarding the unfair blocking of my account and the withholding of my funds in the amount of 1200 PLN.

​I submitted all the requested documents for verification, including my international passport and my Polish PESEL number, which officially confirms my identity and legal residence in Poland. However, the casino blocked my account, citing clause 3.3.3 of their Terms and Conditions, claiming that I failed to provide the necessary information.

​This is completely untrue, as I provided all valid documents that legally prove who I am. The casino is using clause 3.3.3 as an unfair excuse to avoid paying out my legitimate winnings. I request Casino Guru to investigate this case and help me recover my blocked funds.

​Thank you.

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Dear Joker13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello Jean,

​Thank you for taking on my case. Please find the answers to your questions below:

​Account duration and timeframe of the ban: I was an active player at this casino for about 2 months before my account was blocked. The blockage actually occurred a year ago, right after I attempted to complete the verification process to withdraw my funds.

​Types of games played: I played slots exclusively. I did not participate in any sports betting or live dealer games.

​Bonus usage: To be completely honest, I do not recall exactly if this balance was built up using a specific bonus. However, even if a bonus was involved initially, it was fully and legitimately wagered. At the time my balance reached 1200 PLN, it consisted entirely of cleared, real funds available for withdrawal.

​Correspondence with the casino: My communication with their support has been extensive, totaling around 30 emails back and forth. Their primary stance is a refusal to accept my official Polish PESEL document (which proves my legal residency status) alongside my international passport, unfairly citing clause 3.3.3. I am attaching some key screenshots to this reply. If you need the complete unedited email thread, I can forward it directly to your email address.

Thank you for your reply, Joker13.

As it has been a year since your account was closed, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Jean