Brutal Casino - Player’s winnings are being delayed.

In august i created an account at Brutal Casino. This was because of their attractive welcome bonus. Finishing the bonus with 4601 Euros i was extremely glad. After this i started the verification process with them and got verified (picture attached). Then they told me i breached their terms. I was very surprised by this because i had read them and i am certain that i did not in fact breach their terms. The term they are saying i breached is 2.1.6. All the information i input when i registered is completely true and i think they are making an attempt to deny me my winnings.

I really hope that they will give me my winnings back, i won fairly and its their duty to fulfill their end of the deal.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Brutal Casino.

Let e refer to the relevant rule here:

2.1.6. You must enter all mandatory information requested into Your registration form, including, but not limited to, Your identity, Your address and contact details, a valid e-mail address. All information supplied to Brutal Casino must be true and correct. It is Your sole responsibility to ensure that the information you provide is true, complete and correct and You hereby decorate and warrant to Brutal Casino that the information provided is true, complete and correct. You are hereby notified that Brutal Casino carries out verification procedures, whether itself or through third parties on players depositing or withdrawing money. You may be requested to provide Brutal Casino with documents, such as a copy of an utility bill or credit card and a clear photo or screen shot of your ID or passport. Your Member Account may be blocked or closed and/or the funds on Your Member Account may be witheld if You do not provide requested information or documents or if such information or documents you supply is/are found false or misleading. You shall keep the information up-to-date and immediately notify us of any change to the information provided during registration.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you provided to the casino for verification?
• Have you provided the documents to the casino directly, or were you asked to undergo verification via a third party service?
• Have you asked the casino about the details of the supposed breach of rules? What response have you received? You may share the information to my email at [email protected]

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I played slots, i don't remember exactly what i played.

I did use their welcome offer.

I sent my Proof of Identity (both sides of my driver's license)

I sent my Proof of address (My bank statement)

I sent a selfie with my id

I sent my norwegian bank details which they requested although i didn't use my norwegian bank to deposit. This was in my bank statement which was my proof of addres aswell.

I provided my documents to the casino directly via email

I have sent you their response to me complaining to them, their response came after 9 minutes so it is clear that they did not consider anything.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Brutal Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

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.

Dear Pavel,

We would like to inform you that we have sent a detailed email regarding this case to [email protected]

As the matter involves sensitive information, we are awaiting your response before providing further details here.

We remain fully available for your questions and will be happy to assist further.

Thank you for your cooperation.

Best regards,

The BrutalCasino Team

Dear fuglmart, the casino has provided the evidence which shows that you have provided forged/changed documents during the verification process. We do not consider this to be even remotely close to fair, therefore, I must reject your complaint.