Bruce Bet Casino - A conta do jogador foi encerrada inesperadamente.

Good day,

I verified my account with Bruce Bet and played there, winning €15,000 which I naturally wanted to withdraw immediately. Then, for almost three days, nothing happened, and subsequently, without any notification, my account was blocked, allegedly on the grounds that I had two accounts or that I didn't exist as a person.

Please help, I've already emailed them but they're not replying.

Guten tag,

Ich habe bei bruce bet mich verifiziert und habe dort gespielt und ein Gewinn in Höhe von 15.000euro erzielt den ich natürlich direkt auszahlen wollte daraufhin folgte das fast 3 Tage nichts passiert ist und anschließend wurde mir ohne jegliche benarchtigung mein Konto gesperrt angeblich mit der Begründung das ich 2 Konten hätte oder das ich als Person nicht existiere.

Bitte um Hilfe habe dene auch schon per Email geschrieben aber die antworten nicht

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Andre92,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good day,

Yes, my brother-in-law also has an account with Bruce Bet and plays regularly. It's possible I logged into my account from his phone once when my battery was dead and I wanted to play.

I passed the verification process completely, there were no problems, I wasn't restricted or anything, everything went perfectly. I deposited 20 euros with a bonus, wagered the bonus first, and then won 1000 euros, which I initially wanted to withdraw. But a few hours later, I thought I'd try to see if I could win more, so I canceled the withdrawal and continued playing, and then won 15,000 euros, which I then finally released for withdrawal.

Guten tag,

Ja mein Schwager hat auch ein account bei bruce bet und spielt auch regulär es kann sein ich habe mich von seinem Handy mal bei mir eingeloggt als mein Akku leer war und ich spielen wollte.

Ich habe die Verifizierung komplett bestanden es gab keine probleme ich war nicht eingeschränkt oder so alles lief bestens ich habe 20 Euro aufgeladen mit nem Bonus habe den Bonus zunächst umgesetzt und so dann auch 1000 Euro gewonnen die ich zunächst auszahlen wollte aber paar stunden später dachte ich mir ich probiere mal ob noch was geht somit habe ich die auszahlung storniert und weitergespielt und dann 15.000euro gewonnen die habe ich dann endgültig zur Auszahlung freigegeben.

Could you please confirm the following:

• Did you log into your casino account from your brother-in-law’s device only once?
• Did you accumulate any winnings while playing on his device?
• Did you make any deposits while playing on his device?
• Did you activate or use any bonuses during this gameplay?
• Is your brother-in-law’s casino account fully verified and still open?

Dear Andre92,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru