The player from Poland files a complaint against Bruce Bet Casino for unfairly blocking her account and withholding her funds of 1200 PLN. Despite submitting all required documents for verification, the casino claims she has not provided necessary information, which she disputes.
Bruce Bet Casino - Player’s account is unfairly blocked.
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Waiting for Casino Guru to reply
3d 16h 44m 10s
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
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6 days ago
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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4 days 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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4 days ago
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
