Bruce Bet Casino - general discussion (page 6)

Hi, certainly not the most pleasant situation you've found yourself in. 

However, I noticed right away that you have already filed a complaint and have responded to Nick, so we'll see how the case goes from here. 

Anyway, your withdrawal was approved you say, so I would see that as a positive. Do you also have a verified account with the casino or have you not been asked to do so yet ? Obviously I wouldn't have the best feeling after a week, but try to be patient and if nothing changes and the casino doesn't reply, you can contact us and we will try to help you. 

I'll keep my fingers crossed that the money will show up in your account soon. ☘️☘️😊

And apparently the second payment of 1200 euros is not paid out either but I did not receive an email and the credit was not credited. Great, I have been waiting since 11.04.24 and today I have to read something like this in the live chat after so many texts, I did not receive an exact email and the credit was not credited to my account either.

Thanks for the screenshots, be sure to mention these facts in your complaint, because I think it is essential. 

Anyway, do you also have any reason from the casino why you didn't get your money back to your gaming account ? It would certainly not be pleasant if they just cancelled the withdrawal and didn't refund the money. It's getting all tangled up and so our team will investigate and try to help.

Hopefully, it will turn out well in the end. 

Hello

I'm actually very reluctant to make a complaint right now... But I'm slowly starting to doubt the honesty of the online casino BruceBet. Not only do you have to provide suspiciously private information for verification, but the processing times stated in the terms and conditions are not adhered to, you also hear the same excuses over and over again from the live chat (even a chatbot would be more creative).. On top of that, they even respond to this suspicious information in the hope that it's a reputable online casino, but it doesn't seem like you can expect any kind of collaboration or partnership on equal terms here!! First you submit everything that you specifically asked in the live chat what was needed (history + screenshot available), and then it gets more... But I submitted it anyway. I really understand this kind of thing, as there are a lot of scammers on the Internet, and that's why I'm happy to get involved in a case like this! On top of that, everything has now been submitted correctly and properly several times and now I'm waiting in vain for a response... No matter what form it takes - email, app, inbox messages, etc. But nothing happens... NOTHING comes... Despite this very unusual verification, I have always been cooperative and immediately cooperated on the same day! But I ask myself, how can I be sure that I haven't fallen into a fraudster's trap?? I sincerely request that my withdrawal request be processed and, above all, that I receive feedback!! I hope that BruceBet OnlineCasino is interested in a reasonable and satisfactory solution for both sides! Otherwise, however, I feel compelled to take legal and media steps!!! On my part, despite this case, cooperation and working together is not to be criticized and of course STILL to be expected! I hope for a quick agreement!

It would be incredibly nice to get some help and support in my case! The payout amount is 500 euros

Hi, how long have you been waiting for your withdrawal ? 

I certainly understand that in such a situation it is important for you that the casino gives you some kind of answer or reassurance. However, if you have provided all the documents and the casino still hasn't contacted you, I would say that they are still processing them, so when everything is ready and the checks are in order or something comes up, they will contact you. 

So I wouldn't be skeptical right away and just try to be patient because sometimes it takes longer than we expect. 

Anyway, I also noticed that you filed a complaint, so you are definitely not alone in this and if nothing moves in the next few days, our team will try to help you. 

I firmly believe that you will see your 500 as soon as possible. 

Hello, I have been playing with Bruce for a while now. I was very lucky at the beginning and won 8000 euros. I also spent ages with the verification, I think it was almost 2 weeks. I can only give everyone the tip to set a limit on the site and wait. I have always gotten my money from this casino up to now, even if it sometimes took longer, but they paid and they always offer good bonuses. My tip is to simply set a turnover and deposit limit and do not activate any free spins without a deposit, then it will work at this casino too.. that is my experience

Hi and thank you for your contribution with your experience which I believe will be useful for players. 

Anyway, what payment method do you use when it takes so long sometimes ? How long did it take you to complete the account verification ? Are you still playing here even though withdrawals are not so fast ? 

yes, I still play there... I always use bank transfer, it usually takes 48 hours to process and then 2-7 working days for the money to be in my bank account... I simply set myself a betting limit during that time so that I can't play. The account verification took about 1.5 weeks, I think at the time. The problem is that if something isn't right and you send new documents, they aren't processed for at least 24 hours and sometimes they want strange and very specific things. I like playing there because they offer good bonuses and there is no max cashout.

I think you described it perfectly. 

If we're talking about withdrawals, if it was around a week, I personally wouldn't mind that much. There are casinos where it takes much longer and if there was no problem with the withdrawal and the money would always come to me eventually, it would be fine. 

Following the verification, what specific things did the casino want ? I know that sometimes casinos, for example, want various selfies with the date written on the paper, ID and some other curiosity. So I'm quite interested to know what it was in your case. 

Regarding the bonuses, I wouldn't use them too much, but if you like them and even managed to withdraw from them, that's great. But max cashout is also something that players will probably enjoy, so that's where the casino can benefit. 

I also thought that if you have this kind of experience, you can write a user review. You described it perfectly and maybe you would help more than one player. 

So if you decide to, just click here- user reviews.  ⬅️

Keep up the good work. ☘️👍

I wanted to withdraw 1500 euros and after 2 days 170 euros were credited back to my player account and the remaining 1300 euros are gone.

I supposedly used a no deposit bonus, but that's not true. I used a deposit bonus, wagered the bonus and after I no longer had any bonus credit but real money credit, I wanted to cash out and then the money was gone.

Are they actually allowed to do that???

I haven't received any email or anything.

Only the maximum payout amount for bonuses is 50 euros.

Even if I use a bonus and then convert it into real money and then continue playing with this money and make a profit of, for example, 1000 euros, then they still have to pay out the money, right???

Hi, could you please show me or share the bonus you played with ? If there was a maximum cashout applied to it then I would understand why your money was taken away. 

However, sometimes it is the case that after wagering on a bonus you are left with all the money you have wagered. When you withdraw, there is a cap on how much you can withdraw and the rest disappears. In some casinos, when you finish wagering, you are left with only as much as you can withdraw and the rest is gone immediately. 

But in your case, did you try to communicate with the casino and did they tell you anything about all this ? 

Anyway, since you have filed a complaint, our team will try to find out everything they need to know and we will see how it went. 

I wish you a fair resolution. 

I played with this bonus after my deposit of 15 euros.

I know that after wagering the bonus balance I had about €98 left in real money and I continued playing with that and from €98 I won more than €1500.

There are no conditions attached to the cashable balance!

In the chat they refer to point 7.9

Okay, and point 7.9 says what ? So if you loaded 98€ from the bonus and it showed as real money then I would be of the opinion that they shouldn't take that money. 

However, if it was still with the bonus money, then again I would say that I am not surprised by this situation. 

What will be important is what is in the Terms and Conditions.

According to my bonus history (see screenshot), the deposit bonus of 150% + 70FS was activated at 07:52 and deactivated at 08:33.

Under 7.9, for example, there is all the "fuss" with no deposit bonuses or free spins bonuses and the winnings from them, how often they have to be wagered and how much the maximum withdrawal amount is in such bonuses, etc.

And if you want to withdraw with a no deposit bonus then you have to deposit first...

But it was a deposit bonus so part 7.9 is out of the question for me.

I see, so there was nothing written about it. Then there would still be the opportunity to ask what you have specifically violated and I think they should be able to give you an answer or explain the situation to you. Are you going to try ? 

They refer to point 7.9 and I don't know anything more than that.

If I have implemented a bonus then it will also be shown in the history, like today and yesterday for example (see screenshot the first two lines)

The 4th line was my requested withdrawal of 1,500€

and since yesterday it says that 1,323.26€ was *manually adjusted* and successfully executed!

No idea what that means...

To me it initially seemed as if they had paid me 'only' 1,323€ instead of 1,500€.

At some point later I wrote to the live chat and wanted to know when my processed payout would be available to me and I was told that the money was gone and had been manually adjusted and my current payout amount was €176.77.

Ah, at first I thought from what I saw from the screenshot that you should get €1323.26. But you say that's just the rest. It looks to me exactly like the bonus had some maximum cashout but you said that nothing like that was mentioned or written anywhere. Did you try to inquire about this in live chat ? They must have some reason for that. Could you share with me the passage in point 7.9 where there is something about the deposit bonus ? 

It looked the same for me, but the €1323.26 was deducted from my account and the remaining amount of €176.74 was credited back to my player account.

I can see that Michal has invited the casino to comment their actions in your complaint, so we need to wait now for the reply from the casino representative. I hope your case will be resolved soon.

7.9. The maximum winnings/profit from no deposit free spins, from all no deposit bonuses and from all additional bonuses for achievements that are eligible for withdrawal are capped at €50 or the equivalent currency amount, unless otherwise stated. We reserve the right to reduce your balance to an amount that exceeds the above-mentioned winning limit of €50 for no deposit free spins and bonuses. This reduction may be made immediately after a win or upon your request to withdraw the relevant winnings. In order to withdraw winnings from the free bonus, you must make a successful deposit.