The player from Germany faced issues with Bruce Bet, as her withdrawal was canceled after verification and refunded to her account. She awaited confirmation without any explanation from the support team, expressing disappointment in the situation. The player had used bank transfer for withdrawals and had previously received successful payouts. The issue was resolved as the player eventually received her full winnings, with the casino citing internal payment processing problems. We marked the complaint as resolved following the confirmation of payment receipt.
Bruce Bet Casino - Player’s withdrawal has been canceled.
Resolved
Our verdict
Case closed
Amount: €2,800
Bruce Bet Casino
Safety Index:Very lowCase summary
Discussion
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4 weeks ago
Translation
Hello Casino Guru,
I'd like to report a problem with Bruce Bet. My withdrawal was simply canceled after verification and then refunded to my account. Now I'm waiting for it to be confirmed again, but the casino's support team isn't giving me any explanation as to why this happened.
I find this very disappointing and hope that you can help me clarify this matter or bring this problem to the attention of the casino.
Thank you!
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3 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.
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- What payment method did you choose for your withdrawal request? Did you use the same payment method for depositing as well?
- Have you tried selecting a different withdrawal method?
- What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports only?
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
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3 weeks ago
TranslationHello Veronika,
Thank you so much for your feedback.
I chose a bank transfer for my withdrawal. This isn't my first withdrawal from this casino. I previously received a successful withdrawal of €150 without any problems.
I used the same method for withdrawals. I did not use any other withdrawal methods.
My winnings come mainly from slots.
I have since submitted a new withdrawal request, but the funds are still being withheld. This is causing me great concern, as I don't understand why there are such difficulties this time.
Thank you so much for your support.
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2 weeks ago
Thank you for your reply. What is the current status of your withdrawal request?
When was the last time the casino communicated with you regarding the issues with your withdrawal?
Did you accumulate the winnings you've been trying to withdraw with or without a bonus?
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1 week ago
TranslationHello Veronika,
I have now received my money in full. According to the official statement from support, there were internal problems with the payment processing. I don't really believe that, but I'm very happy about my win and that I finally received my money.
Thank you so much for your support.
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2 days ago
Dear Brandt.A,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
