The player from Germany reported a malfunction on the casino's website during a free game where she was supposed to win €4942.44. The game had stopped during the ninth round of multiplication, and she was only credited €1000 despite having video proof of her win. The Complaints Team reviewed the situation and confirmed that the winnings were processed according to the game's terms, which capped the maximum win at €1,000 due to the purchased bonus spins. Consequently, the complaint was closed as the casino acted within the established rules.
Bruce Bet Casino - Player’s winnings are denied after game malfunction.
Closed
Our verdict
Unjustified complaint
Amount: €3,943
Bruce Bet Casino
Safety Index:LowCase summary
Discussion
Public
Public
1 year ago
Translation
In the free game that I bought with 20€, I had already won 664.64€ after 8 rounds
In round 9 I had a win of €29.30 which had to be multiplied by 142, which makes a single win of €4277.80 plus the €664.64 I had already won, which makes a total of €4942.44.
Then, theoretically, free spin round 10 should have taken place, but it simply stopped during the multiplication in the ninth round and I was only credited with €1000.
A video of the round is available the game is called Mummyland Trausure
now everything is denied and I don't get the credit
Automatic translation:
Public
Public
1 year ago
Dear tanjageiger30,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you experienced with your game. To better understand your situation, could you please provide more details regarding the issue?
- Can you confirm the exact date and time when you experienced this issue?
- Have you reached out to the casino's customer support regarding this matter? If so, what was their response?
- Could you provide us with the video evidence you mentioned and any other relevant screenshots? My email address is veronika.f@casino.guru.
- Could you also please send me a screenshot of your gaming history showing the winning bets that have not been credited to your account?
- Was there any error message displayed during the game, or did it just freeze?
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
Public
Public
1 year ago
TranslationHello, I have sent you an email with the facts.
Automatic translation:
Public
Public
1 year ago
Thank you for your email and for providing the evidence.
After carefully reviewing the information you shared, I noticed that you purchased bonus spins for €20. Please note that according to the rules of Mummyland Treasures, free spins come with a maximum win limit.
Since your bets were €0.20 per spin, the maximum win is capped at 5,000x your bet, which amounts to €1,000. Based on this, it appears that the casino processed your payout in line with the game’s terms and conditions.
I understand this might be disappointing, but from what we can see, the casino acted within the rules set by the game provider.
If you have any other questions or concerns, feel free to let me know.
Public
Public
1 year ago
TranslationI can't hang a picture with me but it is possible to do 25000x per round
Automatic translation:
Public
Public
12 months ago
Standard bonuses are capped at 5000x the bet. The maximum win in a round without any bonus feature is 25000x the bet. Since you played with a bonus that you purchased for 20€, your winnings were capped at 5000x the bet, which aligns with the game's settings.
This complaint will therefore be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion.
Best regards
Veronika
