Bruno Casino - Player’s verification process is delayed.

Casino has complicated verification process. Even providing all documents makes no sense because they are requesting the same documents again and again. The last request is proof of funds which I provided (salary payslips for last 3 months and bank statement with salary transactions clearly visible) but they just rejected them without exact explanation what was wrong with provided documentation and keep requiring the same documents. I even wonder if they check the documents and read my explanations in emails because all the texts they send seem to be prepared in advance and they send one and the same replies to my emails. I have been struggling with them for over 3 months now. The process has become unmanageable for me. I hope on your help.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino's verification process. To assist you better, could you please clarify a few details regarding your situation?

• Could you specify the exact reasons given by the casino for rejecting your proof of funds?
• Do the documents contain all your personal information necessary to confirm that you are the owner of the account and that the money rightfully belongs to you?
• Have you submitted all your documents on time and in the correct format?

Please forward me the documents that have not yet been approved by the casino during verification at veronika.f@casino.guru.

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronika,

Thank you for you response.

As I already mentioned casino didn't specify the exact reason of rejection. I wrote to them several times to explain what was the reason but they are sending the same request without any additional explanation.

The payslips and bank statement are official documents and of course they show my credentials.

I passed face verification successfully and my account was verified at first time. I am very sorry I missed to write that the half of my winning 1k was paid but when I requested the rest of the amount then they started to request additional documents which never ended.

I shared all communication with casino to your email.

Thank you for your emails.

In the last message from the casino dated 29 July, they mentioned that they need a bank statement covering the last 3 months, clearly showing the three salary payments received as transactions.

Could you please forward to me the bank statement you submitted to the casino for this purpose?

Dear Veronika,

I forwarded to you the email with documents that I sent to casino on 28th of July but they rejected them and sent the same request again on 29 July. After that I didn't reply to them because it makes no sense. The documents are my official proof of income. I cannot provide any other document, because I don't have any. To say truth I don't understand what do they request from me and what is the reason that they reject my documents. I asked them many times but they just send me standard text without any additional explanation.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear tedfranck88,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bruno Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why player´s documents have not been accepted just like they were the first time he was verified??

Thank you in advance for providing the information.

Hello!

We would like to inform you that we are still awaiting a bank statement that clearly shows all provided payslips being credited to your bank account.

Please note that the last provided payslip is dated 30th June, while the latest date on the submitted bank statement is 13th June. As a result, we are unable to verify the full payment history based on the documents received so far.

Kindly be reminded that this is part of our standard AML (Anti-Money Laundering) procedure, as outlined at the bottom of our website, and we are required to comply with all relevant regulations.

If you have any further questions or need assistance, please don’t hesitate to contact us.

Best regards,

Bruno Casino

Dear Casino representative,

I am sending the payslip for June and the bank statement for July to casino email. I also provided payslip for July but it will be visible in statement for August which will be available only in September. Please check email.

Documents are uploaded in my casino profile also.

Dear Martina,

Casino again rejected documents provided by me sending the same request and I really don't understand why they reject them and what they need from me;

Dear Franck,

We hope this email finds you well.

I am afraid the documents provided weren't approved.

We request a bank statement from the account into which you receive your salary. The document must show the last three months (your last three salaries deposited into your bank account).

So, you need to provide us with a bank statement in a PDF format that shows your last three salaries.

Should you need any further assistance, don't hesitate to contact us.

Regards,

Casino support team

If necessary I can send you the documents to review that I provided to the casino.

Dear Tedfranck88,

Thank you so much for your update!

When you have a chance, could you please share with the casino the bank statements for May, June, and July? This will help ensure they clearly see the income from your employer.

You can send the documents to me too, at martina.b@casino.guru.

I really appreciate your help with this.

Thank you very much!

Dear Martina,

I sent documents to your email and to casino once again. Hope they will accept them now.

Dear tedfranck88,

Thank you for sending over your documents. Have you received any updates from the casino yet?

Dear Bruno Casino,

From my first look, everything seems to be in order. Of course, if you finds anything that doesn’t match up, please let us know right away.

Dear tedfranck88,

Please be advised that we require a bank statement as the appropriate document. The materials you provided do not meet this format and, therefore, cannot be accepted.

If you are unable to download the bank statement from your banking application, we recommend contacting your bank’s support team, who will be able to issue the required document.

Best regards,

Bruno Casino

Dear Bruno Casino,

I have sent you an email. Can you please take a look?

Thank you very much.

Hello Martina,

We have sent you an email concerning the case. Could you please review it at your earliest convenience?  

Thank you in advance.  

Best regards,  

Bruno Casino

Thank you Bruno Team, the email has been sent.

Dear Martina,

We have provided an answer via email.

Best regards,

Spinmama Casino

Dear tedfranck88, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear Martina,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

Bruno Casino

Thank you Bruno Casino for the email.

Dear tedfranck88,

I understand that this has been frustrating, however, I recommend that you request the required document directly from your bank, I believe there is a chance that they issue such a document. If they are unable to provide it in the standard bank statement format, you can instead forward the correspondence from your bank to the casino, so they can proceed accordingly.

Thank you so much

Dear Martina,

I requested bank statements from the bank and they sent to me by email. I forwarded the documents to the casino. They are protected with password. I hope that they are acceptable.

Dear Bruno Casino,

Are there any news, regarding the accepting player´s documents, please?

Dear tedfranck88,

We would like to inform you that no new emails have been received recently from your side. The last reply was on the 26th of August.

Could you resend this email to support@brunocasino.com? Additionally, would you be willing to share the password for the document in order to verify it?

Thank you for your understanding and cooperation.

Best regards,

Bruno Casino

Dear tedfranck88,

thank you for following up .

Dear Bruno Casino Team, have you received the documents?

Please let us know.

Dear tedfranck88,

We would like to inform you, the recent email has been received and the document have been accepted. We kindly ask you to create a withdrawal for your balance.

Thank you for your cooperation. If you have any further questions, please let us know.

Best regards,

Bruno Casino

Wonderful news, Bruno Casino, thank you!

Dear tedfranck88,

Please go ahead and request your withdrawal, and keep me posted on how everything goes. I’m here if you need any assistance.

Dear casino representative,

I cannot request a withdrawal as the status of the account in my profile is still unverified and verification is still requested. I cannot upload the original bank statement as it is protected with code.

Please help me with this.

Dear tedfranck88,

The recent technical issue has been successfully fixed. You can now request a withdrawal for your current balance.

Should the problem persist, kindly inform us so we can look into it without delay.

Best regards,

Bruno Casino

Dear Brunocasino Team,

The verification issue is resolved but I still cannot request a withdrawal. I claimed to my crypto wallet but error occurs that provider is not available. I tried to all suggested crypto currencies but issue is the same.

Dear Bruno Casino Team, can you please take a look on this issue?

Please keep us updated about the progress.

Thank you so much

Dear tedfranck88,

In order to investigate and resolve the issue, please provide us with a screenshot of your cashier with the payment method you have chosen for withdrawal.

Best regards,

Bruno Casino

Dear Brunocasino,

Please find screenshots attached:

I tried to withdraw to USDT TRC20 network first but it didn't work. The same happens with other currencies. The error occurs.

Dear tedfranck88,

As the issue appears to be persistent, we kindly ask you to provide us with a screen recording of your withdrawal attempt. This will help us better understand the situation and assist you more effectively.

We have already sent you an email regarding this matter; however, if you have not received it, please feel free to contact us directly at support@brunocasino.com.

We sincerely apologise for the inconvenience and assure you that the issue will be resolved as quickly as possible.

Best regards,

Bruno Casino

Dear tedfranck88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Martina,

Sorry for my late reply. I sent video recording to the casino support today.

Regards

Ted

Hi Ted,

Thank you very much for the update! Could you please also forward me the video you sent to the casino at martina.b@casino.guru?

Dear Bruno Casino Team,

Has the video helped clarify the situation with withdrawals? Could you please assist the player in receiving his funds?

We’d really appreciate an update when possible.

Thank you so much in advance for your help!

Dear tedfranck88,

Thank you for providing the requested video. Due to technical difficulties, your balance will be refunded manually.

To proceed with the refund, please provide a bank statement for the account to which the funds should be sent.

Additionally, kindly include the following details in text format:

Bank name

Bank address

IBAN

BIC (SWIFT)

Your full address

Your full name

Please send the requested information to the same email address as before. Once received, it will be forwarded to the dedicated team to process your refund.

Thank you for your patience and understanding.

Best regards,

Bruno Casino

Hello,

I sent bank details to casino email.

Dear tedfranck88

Hopefully, now it is only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Hello,

I haven't received a payment yet, still waiting.

Best regards

Ted

Dear tedfranck88,

We would like to inform you that the refund was completed on the 17th of November on our side. Please note that bank transfers may take up to 5 business days to be credited to your bank account.

If you do not receive the funds within this timeframe, please do not hesitate to contact us for further assistance.

Best regards,

Bruno Casino

Dear Ted,

please let me know as soon as the money arrive. Thank you so much

Hello,

I still haven't got any payment from casino.

I kindly ask BrunoCasino Team to check the payment from their side. Is it processed successfully?

Best regards

Ted

Dear TedFrnk1988,

Upon further investigation, we have determined that the payment was rejected by your bank. In order to proceed with the refund, we kindly request that you provide us with alternative payment details in the same format as previously requested.

Thank you for your understanding.

Best regards,

Bruno Casino

Dear Casino Team,

Please send the proof of the transaction and will complain to the bank or will get the reason of rejection.

Regards

Ted

Dear TedFrnk1988,

We would like to inform you that such a document is not possible for a failed transaction.

Please note that the transaction began processing on the 17th of November from our side, and we were informed it failed on the 24th due to the IBAN you have specified.

Common causes can be due to the bank's internal policies or the differences between the bank's country of origin and your own.

To proceed, please provide us with alternative bank details for an account i your name.

Thank you for your understanding.

Dear Martina,

Please check your inbox for more details and let us know if you have any further questions.

Best regards,

Bruno Casino

Thank you Bruno Casino, for letting us know.

Dear TedFrnk1988,

did you have a chance to sent to the casino your other bank details?

Dear TedFrnk1988,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

Sorry for late reply.

I tried to clarify regarding opening IBAN account in my local bank but unfortunately banks in Peru do not provide IBAN for international transfers.

I kindly ask casino to try to pay to my Paydo account once again or please send amount to my Binance crypto wallet. I will provide credentials.

Dear Bruno Casino,

would it be possible to do it?

Dear TedFrnk1988,

In this instance, we kindly request that you provide your cryptocurrency details so we can process the refund via USDT or BTC.

Please provide the following information:

• Your crypto wallet address
• The currency (USDT or BTC)
• Your full name

Please reply directly to the email we have sent you with this information. Once we have received the details, we will proceed with the refund to your crypto wallet.

Thank you for your cooperation.

Best regards,

Bruno Casino

Thank you for your email.

I shared my crypto credentials via email.

Dear TedFrnk1988,

please keep me updated about the outcome.

Thank you very much in advance

Dear TedFrnk1988,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Martina,

I am still waiting for the payment. I havent received it yet.

Regards

Ted

Dear Bruno Casino,

can you please let us know, if the money has already been sent to the player?

Thank you so much

Dear Bruno Casino,

Dear Casino Guru,

I confirm that I received the amount.

Thank you for resolving the case.

Best regards

Ted

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear TedFrnk1988,

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,

Martina