The player from Germany faced issues with a €500 withdrawal from Bruce.bet, requested on August 10, 2026. Although it was initially marked as successful, the status later changed to "Failed" without the funds arriving in his bank account. He sought clarification on the payment process and expected a resolution. We asked for additional details about his withdrawal history, bonus use, and a transaction screenshot, and later granted a 7-day extension because the designated resolver was on vacation. The complaint was then marked as resolved after he confirmed that the issue had been settled.
Bruce Bet Casino - Player's withdrawal from Bruce.bet is delayed.
Resolved
Our verdict
Case closed
Amount: €500
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
Public
Public
4 weeks 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.
Public
Public
4 weeks ago
Hello,
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.
- Have you made any successful withdrawals before?
- Have you accumulated your winnings with or without an active bonus?
- Could you please attach a screenshot of your transaction history?
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,
Attila
Public
Public
4 weeks ago
Translation
If you require further information or pictures of the conversations with support where it was repeatedly confirmed to me that the money was transferred to me, please let me know.
Automatic translation:
Public
Public
4 weeks ago
TranslationAn update on the case. As suspected, the false claim was made that my bank had supposedly rejected the money. This is factually untrue. I spoke with my bank, and they explicitly informed me that no attempt was made to deposit any money into my account, nor was any such deposit rejected by the bank.
Automatic translation:
Public
Public
4 weeks ago
TranslationAddition
Bruce.bet now claims that the payout was rejected by my bank and subsequently returned.
I then contacted my bank myself. They confirmed that there had been no rejection or return of the payment.
I therefore asked Bruce.bet for proof that my bank had indeed rejected and returned the payment. I was then informed that it could take up to 28 days for them to provide me with this proof.
This is incomprehensible to me. Bruce.bet had previously confirmed to me several times that the 500 EUR had already been transferred to my bank.
I therefore request that this new objection also be taken into account when examining my case.
Automatic translation:
Public
Public
3 weeks ago
TranslationDear Team, unfortunately I still have no comprehensible explanation and unfortunately I also haven't received the money.
Automatic translation:
Public
Public
3 weeks ago
TranslationDear Team, your help would be fantastic, I'm at my wit's end. Now you've suddenly sent the following email: "I am contacting you regarding the problem with the bank transfer payout. According to our department, we have carefully reviewed your case. Unfortunately, due to technical reasons, we cannot issue you confirmation of the transaction's rejection by your bank. We therefore recommend that you submit another payout request or use alternative payment methods."
Thank you for your patience and effort. I look forward to your feedback!
So, as suspected, the casino lied about supposedly having received a refund from my bank. Of course, I requested another withdrawal via crypto five days ago. But nothing's happening there either, even though I've been waiting since August 10th. I just think it's ridiculous that the casino can get away with anything. Instead of the 48 hours stated in their terms and conditions, they can just take as much time as they want and drag everything out unnecessarily.
Automatic translation:
Public
Public
3 weeks ago
TranslationUnfortunately, I still haven't received a satisfactory answer and I still have no money.
Automatic translation:
Public
Public
3 weeks ago
Hello player,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Public
3 weeks ago
TranslationOkay, well then I guess I'll have to wait a while longer. My withdrawal still hasn't been processed, and the casino claims it can't provide proof of my bank's alleged rejection due to technical reasons.
Automatic translation:
Public
Public
2 weeks ago
TranslationWhen is Attila coming back? I'm really at my wit's end. 😩 The casino is refusing to give me my money for no reason. Nothing is happening at all.
Automatic translation:
Public
Public
2 weeks ago
TranslationI have a question. You say that Attila is on vacation, but you wrote "Atila"?
Automatic translation:
Public
Public
2 weeks ago
TranslationIt would be really great if you could get involved now. This has been dragging on for 21 days already. The chat support keeps putting me off with the same excuses and lies. I just want my money back 😔
Automatic translation:
Public
Public
2 weeks ago
TranslationCould someone else possibly take over this case? It would be really great if we could get something done about it. The casino still has my withdrawal pending and nothing is happening. I find it really disappointing that they can get away with this.
Automatic translation:
Public
Public
2 weeks ago
TranslationHello, is Attila still unavailable? Or is there perhaps someone else who can help me? It's already been 14 days since my second application and unfortunately, nothing is happening. I keep getting the same explanation about high workload. I'm starting to find that hard to believe.
Automatic translation:
Public
Public
2 weeks ago
TranslationGood morning, as an update, I unfortunately still haven't received the money and it's still showing as pending.
Automatic translation:
Public
Public
2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
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,
Attila
