Bruce Pokies Casino - Pelaaja ei pääse kasinon verkkosivustolle.

Hi I have £15000 worth of winnings on my account I have successfully withdrawn £1500 of this over the past 6 weeks (£500 at a time) which takes about 2 weeks a time! Anyway I’ve just tried to go back on the website and Bruce pokies doesn’t seem to exist anymore?? I can’t get on to it! Have they closed their website? I am fuming if this is the case as I have lost £15000! Could someone help me please?

Dear Zlissy,

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

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

Could you please advise how long were you a player of the casino and when the website stopped working for you? Did you achieve your current balance with or without an active bonus? When was the last time you spoke with casino support and what was it about?

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,

Tomas

Hi thank you for the response. I have been a player for a probably around 5-6 months I actually can’t remember when I opened the account. The website stopped working last night I was on it during the day then couldn’t access it again and it’s been like that ever since. I’ve tried other devices and they all say the same (cannot connect to server) I’m not sure if it’s having maintenance or something or if it’s completely closed down. I achieved my winnings without a bonus ( I deposited a lot) I have had bonuses but they have all been wagered. Like I said in the previous post I have successfully withdrawn £1500 of my winnings with £500 currently pending it does take a very long time to process around 2 weeks every £500 withdrawal but that’s another complaint for another day lol. I’m just worried that the website had completely closed and I will have lost all my winnings which I won fair and square. I last spoke to the support team about my withdrawal which I think was Tuesday this week. I have also sent an email to support today to ask what is going on with the website. Many thanks

Hi I have managed to get back on their website! Hopefully it was just a temporary thing. However I am still quite annoyed at the wait time for withdrawals. Like I said I can only withdraw £500 at a time and that takes around 2 weeks to be processed so obviously this is going to take a very long time to receive all my winnings.

Thank you very much, Zlissy, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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 there,

Thank you Zlissy for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bruce Pokies Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi I have unfortunately lost all my winnings but I still have my last £500 withdrawal pending. It still hasn’t been processed I requested this withdrawal nearly 3 weeks ago now! I have messaged and emailed numerous times to just be told it is under review by the relevant department and to be patient. This is ridiculous

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter