Bruno Casino - Pelaajan talletusta ei hyvitetty hänen kasinotililleen.

Dear herrreinsch,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you sent the deposit to the incorrect bitcoin address?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina

Thank you for taking my case.

I wouldn't say I used the wrong bitcoin address myself, but from Brunocasino's point of view, they make it seem like I had to use a different address for the second payment.

I've only ever had one bookmaker that only accepted Bitcoin deposits and it was the case that I could deposit to the same address over and over again and it was credited. Just like a company always has a bank account and doesn't switch accounts with every payment.

This is also not explained anywhere on the homepage or in the terms and conditions of Brunocasino. It is advertised that cryptocurrencies are a totally safe thing, but as you can see in my case, it also leads to errors that are unthinkable with the classic deposit methods.

Liebe Kristina

Danke, dass Du Dich meinem Fall angenommen hast.

Ich würde ja selbst nicht davon sprechen, dass ich die falsche Bitcoin-Adresse verwendet habe, aber aus Sicht von Brunocasino stellen sie es so dar, als hätte ich für die zweite Zahlung eine andere Adresse verwenden müssen.

Ich hatte bisher erst einen Buchmacher, der nur Bitcoin-Einzahlungen akzeptiert hat und bei dem war es so, dass ich immer wieder auf dieselbe Adresse einzahlen konnte und es wurde gutgeschrieben. Ganz so, wie eine Firma immer ein Bankkonto hat und nicht bei jeder Zahlung wieder wechselt.

Das wird im Übrigen auf der Homepage oder in den Geschäftsbedingungen von Brunocasino auch nirgends erklärt. Man wirbt zwar dafür, dass Kryptowährungen eine total sichere Sache seien, aber wie man in meinem Fall sieht, führt es auch zu Fehlern, die mit den klassischen Einzahlungsmethoden undenkbar sind.

Thank you very much herrreinsch for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi herrreinsch,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Bruno Casino to the conversation to participate in the resolution of this complaint.

Good day, everyone!

We are monitoring this case and trying to solve the problem with the payment provider.

Per extra measure, we handed over your case to the payment solution manager and we hope it will be resolved as soon as possible.

Thanks for your patience, if we will have any updates you will be notified via email.

Best regards,

BrunoCasinoTeam.

I'm reporting because my issue has been resolved. The money arrived a few minutes ago.

Thank you very much for your efforts and that you exist!

Ich melde mich weil mein Anliegen gelöst werden konnte. Das Geld ist vor wenigen Minuten eingetroffen.

Ich danke bestens für Ihre Bemühungen und das es Sie gibt!

Hi all,

Thank you for your replies.

Dear herrreinsch,

I'm glad to hear that you received your refund. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter