The player from Germany deposited €300 with a welcome bonus and won using her real money balance. However, the casino is treating her winnings as bonus money despite a live chat confirmation that there is no withdrawal limit, reducing her balance to €1500. She wants to file a complaint regarding this issue.
Bruce Bet Casino - Player’s withdrawal has been delayed.
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Bruce Bet Casino
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1 week ago
Translation
Hello, I deposited €300 using my welcome bonus and won. This was right at the beginning with my real money balance. The problem is that my winnings are being treated as bonus money, and I received them as such because I checked my account balance beforehand. I also counted how many spins I made; it was 22 spins at €5 each. I have screenshots of this. Before playing, I contacted the live chat and asked about the maximum withdrawal amount applicable to this bonus. The live chat agent told me there was no withdrawal limit, and I also have a screenshot of this. Now the casino is claiming there is a withdrawal limit, and they've reduced my balance to €1500. I disagree with this and would like to file a complaint and resolve this issue.
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1 week 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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1 week ago
Dear Jonamia,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:
"7.5.1. The maximum amount that can be withdrawn from bonus funds is capped at 200% of the bonus amount. Any winnings beyond this limit will not be eligible for withdrawal and will be voided.
7.7.1. On the website, there are two balances: real and bonus. The real balance is for the player's deposit funds, which can be withdrawn at any time if the deposit has been wagered twice (deposit turnover is mandatory). The bonus balance consists of received bonuses, which require wagering according to the bonus terms. When a player has both active balances, bets are deducted first from the real balance, and any winnings from such bets are credited to the bonus balance (without increasing the wagering amount). Wagering of both the real and bonus balances only occurs when bets are placed using these balances."
I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.
To clarify:
- When did you finish wagering your bonus, please?
- Do you have those winnings in your bonus balance now, please?
- Are you able to request a withdrawal at the moment?
- Have you received any official communication from the casino regarding the reduction of your balance? If yes, could you forward it? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.
Thank you again for your cooperation.
Best regards
Petra
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1 week ago
Translation
Hi good afternoon,
- I fully redeemed the bonus on November 20, 2025.
- The bonus balance was converted to real money after the bonus wagering requirements were met.
- I submitted a withdrawal request on November 20, 2025.
- No, I didn't receive a notification. I checked my account to see if the transaction had already been processed and then I noticed that my balance had been reduced.
- I've attached a screenshot.
Yes, that's exactly why I don't understand why my winnings are considered bonus money when they were won with real money, and why I had to wager the bonus completely before I could request a withdrawal.
Thank you, best regards
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5 days ago
Thank you for your reply and for providing the previous details, Jonamia.
To clarify the issue:
- What specific game or slot did you play during those 22 spins?
- Could you clarify the exact date when you made the deposit and played your winning spins?
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5 days ago
Translation
Hello,
- I played coins from Hacksaw Gaming
- I deposited €300 on November 14, 2025.
- I made the spins in the aforementioned game on November 14, 2025.
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yesterday
Thank you for your reply and for providing the previous details, Jonamia.
To better evaluate the case...Could you provide any communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.
Thank you again for your cooperation.
