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Hi there,

Unfortunately, the bonus from the Bear Giveaway tournament is not credited to me. I have already contacted the casino several times, unfortunately I only get the statement that I should wait. The tournament takes place weekly and now I took 1st place again today and didn't get a bonus. In the past, the profit was in the user's account immediately after the end.

I'm waiting for €350 from February 13th, 2021 and €350 from today

the conditions state the following:

The accumulated points are accumulated throughout the tournament period. The more points you collect, the higher your position in the leaderboard. Prizes will be awarded automatically each week at the end of the tournament on Wednesday each week.

Hallo,

leider wird mir der Bonus vom Turnier Bear Giveaway nicht gutgeschrieben. Das Casino habe ich bereits mehrfach kontaktiert, leider bekomme ich nur die Aussage ich solle abwarten. Das Turnier findet wöchentlich statt und nun habe ich heute wieder den 1. Platz belegt und keinen Bonus bekommen. In der Vergangenheit war der Gewinn direkt nach Ende auf dem Benutzerkonto.

ich warte auf 350€ vom 13.02.2021und auf 350€ von heute

in den Bedingungen steht folgendes:

Die gesammelten Punkte werden während des gesamten Turnierzeitraums zusammengezählt. Je mehr Punkte du sammelst, desto besser ist deine Platzierung in der Rangliste. Die Preise werden jede Woche am Ende des Turniers am Mittwoch jede Wocheautomatisch vergeben.

Dear Verena,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. 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 been advised what has caused the delay? Was the tournament organized by the casino itself or by the game provider? If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

As far as I know it's a promotion directly from the casino.

It says nothing else.

I'll be happy to forward the whole process to you.

the support always has different statements first I should be patient then the technical department is already working on it.

in the past the bonus was always credited immediately after the tournament ended (Sunday 10 p.m.)

Soweit ich weiß ich es eine Aktion direkt vom Casino.

Es steht nichts anderes dabei.

ich leite dir gerne den ganzen Verlauf weiter.

der Support hat immer wieder andere Aussagen erst soll ich Geduld haben dann arbeitet die technische Abteilung bereits daran.

in der Vergangenheit wurde der Bonus immer direkt nach Turnierende (Sonntag 22 Uhr) gutgeschrieben)

Thank you very much, Verena, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Verena,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bruno Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bruno Casino Team, could you please state the reason why the prizes have not been credited to the player's account yet and when can she expect them? Can you provide us with an explanation of the situation from your point of view?

Thank you in advance for providing the information.

Dear Branislav,

many thanks for your effort.

both bonuses have just been credited to me.

vg Verena

Lieber Branislav,

vielen Dank für deine Mühe.

beide Bonuse wurden mir soeben gutgeschrieben.

vg Verena

What great news! Thank you very much, Verena, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your bonuses. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru

Hello, Verena! We are happy to hear this. We are sorry for the delay! We will do our best so that this situation does not happen again.

Have a wonderful day! Thank you for your feedback!

Best Regards,

BrunoCasino Team