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Hello Casino Guru,

I participated in the VIP Golden Sunsets tournament at Bruno Casino in August. The prizes for the tournament were

1st place €30,000

2nd place €20,000

3rd place 10,000€

The tournament ended on August 31st, and I secured second place for €20,000.

My prize wasn't credited after the tournament ended. I contacted the VIP Manager, and it was forwarded for review. I checked every day, and today I received an email informing me that my account had been closed, along with an excerpt from the terms and conditions.

I need help claiming my winnings. I also participated in this tournament in July and had no problems. Here are screenshots of the tournament rules.

I adhered to these rules completely, played without a bonus, and only had one account. I don't understand why Bruno Casino isn't paying out my prize.

Please help me Casino Guru

Hallo Casino Guru,

Ich habe bei Bruno Casino im August am VIP Golden Sunsets Turnier teilgenommen. Die Preise für das Turnier waren

1. Platz 30.000€

2. Platz 20.000€

3. Platz 10.000€

Das Turnier ist am 31.08. geendet und ich habe den zweiten Platz sichern können für 20.000€.

Mein Preis wurde nach Beendigung des Turniers nicht gutgeschrieben. Ich habe den VIP Manager kontaktiert und es wurde zur Prüfung weitergeleitet. Ich fragte jeden Tag nach und heute bekam ich eine Email in der mir mitgeteilt wurde dass mein Account geschlossen wurde mit Auszug der allgemeinen Geschäftsbedingungen.

Ich benötige Hilfe meinen Gewinn zu erhalten. Ich habe im Juli auch an diesem Turnier teilgenommen und da gab es keine Probleme. Hier sind Screenshots von den Turnier Regeln

Ich habe mich vollständig an diese Regeln gehalten, ohne Bonus gespielt und auch nur einen Account. Ich verstehe nicht wieso Bruno Casino meinen Preis nicht auszahlt.

Bitte helfen Sie mir Casino Guru

Hello,

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

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

• Have you kept any evidence that you won 2nd place in the tournament, or is the ranking publicly available?
• Have you completed account verification in the casino?
• Could you please share with me your communication with the casino regarding the decision to close your account and withhold your prize? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Stay safe.

Hello Tomas, I sent you an email with all the details.

The rankings were publicly visible when logged in, but they were removed after the tournament ended. Unfortunately, I didn't think to take a screenshot of my ranking, but Bruno Casino probably still has all the information.

I can confirm that I took second place and was due to receive €20,000 in prize money. I had already achieved that a month earlier, and there were no such problems.

Hallo Tomas, ich habe dir eine Email mit allen verläufen geschickt.

Die Rangliste war öffentlich einsehbar wenn man eingeloggt ist, aber es wurde nach Beendigung des Turniers entfernt. Ich habe leider nicht daran gedacht einen Screenshot von meiner Platzierung zu machen, aber Bruno Casino hat sicher nach wie vor alle Infos.

Ich kann versichern dass ich den zweiten Platz belegt habe und dafür ein Preisgeld von 20.000€ erhalten sollte. Das habe ich bereits einen Monat zuvor erreicht und da gab es diese Probleme nicht.

Thanks for your patience of for the provided information.

Do I understand correctly that in order to participate in the tournament, you made deposits and wagered real money? Which games did you play? Please provide specific slot games to the best of your knowledge.

Hello Tomas, yes, I only played with real money and also deposited money for it.

I played several slots. As far as I can remember, Triple Tigers, 888 Dragons, and others. All from Pragmatic Play, and I played at the lowest possible stake. There was no minimum bet required for this tournament, and I followed all the rules.

Hallo Tomas, ja ich habe ausschließlich mit Echtgeld gespielt und auch Geld dafür eingezahlt.

Ich habe mehrere slots gespielt. Soweit ich mich erinnern kann Triple Tigers, 888 Dragons und noch weitere. Alle von Pragmatic Play und ich habe auf dem niedrigsten möglichen Einsatz gespielt. Es gab keinen vorgegebenen mindest einsatz für dieses Turnier und ich habe mich an alle Regeln gehalten

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), 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 Luke2000 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bruno Casino for their help in resolving this complaint. We would like to know why the player's account was closed and their winnings confiscated.

Thank you!

Dear Luke2000,

You are reminded that all terms and conditions (including the bonus policy) are clearly described in our Terms and Conditions. These terms and conditions are written in plain language and are readily available on every page of our website, both before and after registration. By accepting these provisions during the account registration process, you have exercised your free will and economic freedom to participate in our public offer, thereby forming a legal contract between our parties, subject to applicable law as stated therein.

According to clause 12 of the Terms and Conditions:

The Company enforces a strict anti-fraud policy, utilising advanced tools and techniques to detect fraudulent activities. If a player is suspected of engaging in fraudulent actions, such as collusion, chargebacks, multiple account creation, or other forms of misconduct, the Company reserves the right to terminate the account and suspend all payouts at its sole discretion, without prior notice. Additionally, the Company may report such activities to relevant regulatory authorities. Fraudulent behaviour includes but is not limited to exploiting software vulnerabilities, manipulating game outcomes, or delaying game rounds to gain an unfair advantage.

Should the Casino become aware of any user who has accepted a bonus or a promotion with the sole purpose of creating a positive expected value on bonus return by using known practices aimed at securing cash out of said bonus, or in any way try to take advantage of bonuses received by the Casino, then we will enforce immediate confiscation of winnings and closure of the account, with the right to withhold any further withdrawals. An example of advantage play would be delaying any game round in any game, including Free Spins features and bonus features, to a later time when you have no more wagering requirements and/or performing new deposit(s) while having Free Spins features or bonus features still available in the game. The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings.

The Casino prohibits player collusion and does not allow any kind of robots and programmed devices to participate in gameplay.

By this letter we inform you that the account has been closed due to fraudulent activity.

Dear Peter,

We have sent you an email with further information.

Best regards,

Bruno Casino

Thank you for providing me with the information Bruno Casino representative.

Dear Luke2000, the casino has provided me with evidence that after your winnings in the first tournament following that payout, the casino's systems identified a pattern of bonus manipulation from your account, using the remaining bonus funds to gain an unfair advantage. This activity is a direct violation of their policies, which are designed to ensure fair play. As a result, the account was restricted from receiving any further bonuses or rewards, which is why the winnings from the second tournament could not be received.

Additionally, since all remaining funds in your account were used for gameplay and no winnings were confiscated, we find the account closure to be justified. It is generally accepted that casinos may close player accounts as long as all outstanding winnings have been properly settled.

With this in mind, we believe the casino's actions to be justified, and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter