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The casino is canceling withdrawal requests stating that some bonuses are active. So far, so good. After the bonus money was played through, I now have 4000 in RAW cash.

The casino is not giving me the opportunity to verify myself and, unfortunately, has not paid out the money yet!

Das Casino storniert Auszahlungsanfragen mit dem Hinweis es seien irgendwelche Boni aktiv, soweit so gut. Nachdem das Bonus Geld umgesetzt war habe ich nun 4000.- RAW Cash.

Das Casino gibt mir nicht die Möglichkeit mich zu verifizieren und zahlt auch das Geld bisher leider nicht aus!

Dear Flizzy,

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. 

• Have you made any successful withdrawals before? 
• Do you currently have a pending withdrawal?
• Could you please provide more details regarding the verification issue?

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,

Kristina

Hello,

The first payout right at the beginning was 100.- via BTC. Of that, only 89.- reached me.

This morning my pending withdrawal was cancelled again after 48 hours and 1250 euros were deducted from my balance because I was only allowed to win 50 from a non-deposit bonus...

My balance is now €2750, which I have requested to be paid out again.

The casino states that a payout or the request for verification can take up to 48 hours, they wait this amount of time every time and then find some excuse not to make a payout!

Hallo,

die erste Auszahlung direkt am Anfang wurde ausgezahlt 100.- über BTC. Davon kamen nur 89.- bei mir an.

Heute morgen wurde meine ausstehende Auszahlung wieder storniert nach 48h und 1250 Euro vom Guthaben abgezogen, da ich wohl nur 50.- aus einem non deposit Bonus gewinnen darf…

Mein Guthaben beträgt jetzt 2750.- welches ich wieder zur Auszahlung angewiesen habe.

Das Casino gibt an eine Auszahlung bzw die Aufforderung zur Verifizierung kann bis zu 48h dauern, sie warten jedes Mal diese Zeit ab um dann irgendwelche ausreden zu finden, keine Auszahlung zu tätigen!

To date, nothing has happened on Bruce Bet Melder’s part!

Bis heute ist seitens Bruce Bet Melder nichts passiert!

Thank you very much for your reply, Flizzy. Have you tried contacting the casino regarding this issue? 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.

That's the answer you get again and again. The verification is always rejected after 48 hours.

Das ist die Antwort die man immer wieder bekommt. Die Verifizierung wird immer wieder abgelehnt nach 48h.

The account has now been verified, but any withdrawals are now rejected every time.

Das Konto wurde jetzt verifiziert, allerdings werden nun jegliche Auszahlungen jedes Mal abgelehnt.

Thank you very much, Flizzy, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Thank you!

Vielen Dank!

Hello, the money was paid out today. Thank you for your help!

the case is therefore closed

Hallo, das Geld ist heute ausgezahlt worden. Vielen Dank für ihre Hilfe!

der Fall ist somit erledigt

Hello Flizzy,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Flizzy,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo