Bruno Casino - Pelaajan voitot takavarikoitiin.

The casino offers bonuses for deposits, in total I have deposited €110 (40+20+50) and the casino has given me a 100% bonus on the first and third deposit and 50% on the second, that is, an extra €100! !

Playing I have managed to reach €370, I have proceeded to withdraw money and I have observed that I could only collect 50 and that is what I did! For the rest, there was a sentence on the right saying, active bonuses! So I decided to deactivate the bonuses...what was my surprise?? When deactivating those bonuses, they withdrew the €312, the account was left at zero!

They tell me that neither money is connected to those bonuses and it cannot be recovered, that this money has already been lost!

What I can do?? It is very unfair, I understand that they can take away the extra received, but also my deposits and the profits generated? That is abusive!!! It should be possible to rectify it somehow or reach an agreement...

El casino realiza bonuses por depósitos, en total he depositado 110€(40+20+50) y el casino me ha dado bonus del 100% en el primer y tercer depósito y del 50 en el segundo, es decir, 100€ extra!!

Jugando he conseguido llegar a 370€, he procedido a sacar dinero y he observado que solo podía recoger 50 y es lo que hice! Para el resto, había una frase a la derecha diciendo, bonus activos! Por lo cual decidí desactivar los bonus...cual fue mi sorpresa?? Al desactivar esos bonus me retiraron los 312€, la cuenta quedó a cero!

Me dicen que ni dinero está conectado a esos bonus y no se puede recuperar, que ese dinero se perdió ya!

Que puedo hacer?? Es muy injusto, entiendo que puedan quitarte el extra recibido, pero también mis depósitos y las ganancias generadas?? Eso es abusivo!!! Debería poderse rectificar de alguna manera o llegar a algún acuerdo...

Dear CesarArranz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Although I understand your frustration and how unfortunate this situation is, sadly, this is how bonuses work in general, not only in this specific casino. As long as the bonus is active, you cannot cancel it if you don't want to lose your already accumulated winnings. No casino is able to return the bonus to the state it was in before you canceled it.

I am afraid that there is not much we could do for you in this case. Please, let me know if there is anything else I can help you with, or if I have overlooked something, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Now, I can understand that they close the bonus and recover the credit they gave me from their bonuses, but also the money I deposited and the money I earned freely???

That is unfair and an abuse, the bonus corresponds to the money that was sent to me for said offer, not to the global calculation of income and deposit, we are talking about half of the €312 at least....

Ya, yo puedo entender que cierren el bonus y recuperen el crédito que me dieron de sus bonos, pero también el dinero que deposité y el dinero que gané libremente???

Eso es injusto y un abuso, el bonus corresponde al dinero que me fue enviado por dicha oferta, no al cómputo global de ingresos y depósito, estamos hablando de la mitad de los 312€ por lo menos....

Thank you for your reply, CesarArranz. I would like to emphasize that when you activate a deposit bonus, the bonus conditions apply to the whole amount - deposit plus bonus. Even if you started playing with the deposit first without touching the bonus amount, the bonus is considered active and unfortunately, the deposit is a part of it.

I fully understand your frustration, but please note that this is standard practice, and once you cancel a bonus before finishing the wagering requirements (whether by accident or not), the casino can confiscate your winnings. I am sure you understand that you become eligible for your bonus winnings only after you complete the wagering requirements, and if you canceled the bonus after, there would be a much better chance to win this case. We would really like to help, but it is impossible for us this time. I can only recommend that next time you don't want to play with a bonus, ask the casino to cancel it before you even start playing, or completely exclude yourself from receiving bonuses.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.