The player from Germany had received 35 free spins from Bruce Bet and initially won 300 euros, which disappeared quickly, causing her to lose the bonus. After winning over 4000 euros, the casino confiscated all but 50 euros of her winnings. The Complaints Team had attempted to gather necessary information to investigate the issue, including a request for the player's game history, but the player did not respond. As a result, the complaint was rejected due to lack of information.
Bruce Bet Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €4,300
Bruce Bet Casino
Safety Index:Very lowCase summary
Discussion
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10 months ago
Translation
I got 35 free spins from Bruce bet, in these free spins I won 300 and 89 euros disappeared straight away, meaning I lost the bonus, then I won over 4000 euros with the rest of it and now the casino has taken everything from me except for 50 euros, please help
Automatic translation:
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10 months ago
Dear jollejollepferd,
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.
Kindly provide us with the link or email associated with the bonus offer.
Have you passed the KYC verification?
Could you please request your game history in Excel format from the casino?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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10 months ago
Translation
I will send everything I have to your email, I have nothing else, I can no longer access the game history and I can write to them, I always get an answer myself. Reference to 7.9
Automatic translation:
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9 months ago
Dear jollejollepferd, to effectively address your complaint, we need to verify the timeline of your gameplay, particularly whether your winnings were accrued while the bonus was active. For this, it’s essential to obtain your game history in Excel format from Bruce Bet Casino.
Could you please reach out to Bruce Bet Casino and request your game history in Excel format?
