The player from Germany faced issues with a failed deposit marked by the casino, despite having proof from his bank statement of a successful transaction. The casino claimed the funds were frozen and demanded a written confirmation from the bank, which the bank refused to provide. The player was advised to contact his payment provider, YottaPay, for an investigation, as the casino’s ability to intervene was limited. The complaint was marked as resolved after the player confirmed the issue had been addressed following his communication with the payment provider. We closed the complaint with no further action required.
Bruce Bet Casino - Player's deposit has failed.
Resolved
Our verdict
Case closed
Amount: €50
Bruce Bet Casino
Safety Index:Very lowCase summary
Discussion
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2 weeks ago
Translation
The deposit was made at approximately 12:30 AM on January 8, 2026, and is marked as failed on the casino website. The casino claims the funds are frozen and that I should contact my bank. I contacted my bank, which was surprised by this. The successful transaction is evident from the online banking statement, which I naturally provided to the casino. The casino is now demanding written confirmation from my bank that the withdrawal was successful and not frozen. After I explained my problem, my bank informed me that they do not issue such confirmation. The transfer receipt is proof that the transaction was successful. The money was successfully withdrawn and transferred. The casino is simply refusing to process the transaction until I provide this written confirmation from my bank.
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2 weeks ago
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2 weeks ago
Dear alex0,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 weeks ago
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Thank you for your reply.
Can you tell me how I can contact the payment provider? The payment was processed through YottaPay. However, I couldn't find any way to contact you.
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2 weeks ago
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I contacted YottaPay today via email (email: [email protected] I've turned to them. I hope they can help me.
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1 week ago
Thank you for the information. Have you received any suggestions from the payment provider? Has your deposit been located in the meantime?
If you are still experiencing difficulties with tracking the transaction, please forward me the following documents:
- deposit receipt
- screenshot of your transaction history in your casino account
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
My email address is [email protected]. Thank you for your patience and cooperation.
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1 week ago
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Good day,
I have not received any information from either the payment provider or the casino. I was able to obtain confirmation from my bank after persistent requests, but I have not yet received it. As soon as I have it, I will contact the casino again. Nevertheless, I will send you all the information you requested above via email. I hope you can assist me with this.
Thank you
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6 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear alex0,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
