The player from Germany had made a deposit of 140 euros but did not receive any credits in his casino account, and he was not receiving a refund. He perceived this situation as fraudulent. The Complaints Team had attempted to assist by advising him to contact his payment provider for an investigation, but due to a lack of response from the player, the complaint was closed. The team remained open to further assistance should the player choose to resume communication in the future.
Bruce Bet Casino - Player's deposit has not been credited.
Closed
Our verdict
Player stopped responding
Amount: €140
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
Public
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1 year ago
Translation
Hello dear team,
I made a deposit of 140 euros and didn't get anything. It was debited directly and I'm not getting a refund from you.
I think this is cheeky because it is fraud, please help
Automatic translation:
Public
Public
1 year ago
Dear yaral,
Thank you very much for submitting your complaint.
I’m sorry to hear about the issue you’re facing. If your deposit hasn’t been credited to your casino account, I must inform you that the best course of action is to contact your payment provider directly. They can initiate an investigation into the transaction, but please be aware that this process can take up to a month.
In such cases, the casino usually has limited options and cannot intervene until the payment provider completes their investigation. In the meantime, I strongly recommend that you do not make any additional deposits until this issue is resolved.
- Could you please confirm whether this was your first deposit at this casino?
- Also, if possible, forward your payment receipt to petronela.k@casino.guru so we can review it as well.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Dear yaral,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
