Bruce Bet Casino - Spelaren har problem med sin balans.

Initially, I had a withdrawable balance of €4000 in my account. I was then given some free spins and won a good amount from them. Suddenly, the turnover condition was applied to my previously withdrawable balance and I could only cash out €1800, which I did! I then still had some bonus balance in my account while the other money was in the withdrawal history. I continued to play with the bonus money, and then they cancelled my withdrawal... supposedly the payment provider was at fault. The next day, €1200 was available for withdrawal again in my Bruce account. So, unbeknownst to me, I was playing with the balance that was in withdrawal.

Hatte zu erst 4000€ auszahlbares Guthaben auf dem Konto. Hab dann freispiele von denen geschenkt bekommen und auch gut damit gewonnen und auf einmal wurde die Umsatz Bedingung wieder auf mein zuvor Auszahl barem Guthaben angerechnet und konnte dann nur noch 1800€ ausbezahlen was ich dann auch getan habe ! Habe dann noch Bonus Guthaben auf dem Konto gehabt das ander Geld war in der Auszahlung Historie. Hab mit dem Bonus Geld weiter gespielt und die haben dann meine Auszahlung storniert ... angeblich war es der Zahlungs Anbieter...am nächsten Tag waren dann wieder 1200 zur Auszahlung auf dem Bruce Konto. Also ohne meines Wissen spielte ich mit dem Guthaben was in Auszahlung war .

Dear Gambit123,

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. Could you please clarify if you accumulated €4,000 with a bonus or not? Did you have €1,800 in your casino account after you completed the wagering requirements?

Also, do I understand correctly that you lost part of your winnings because you weren't aware that the withdrawal was canceled and the money was returned to your casino account?

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

So I had €4,000 on it, I met all the bonus conditions and sales conditions and paid out the €4,000. Then I received a number of free spins because I leveled up very high. I used it and won quite a lot with it and that's exactly where the catch came: the sales requirement was credited to my entire credit and I was then only able to pay out €1800, which I then did because I was very angry. I then continued playing with the remaining bonus credit. However, the €1,800 that had been paid out was then allegedly canceled by the payment provider. I then contacted support and they said that the bonus credit had been canceled and the payout too and then, without my knowledge, I continued playing with the money that had been paid out, but the page said that it was only bonus money...that was the case but not so unfortunately. My Christmas is now ruined because you get lucky once and then you get ripped off

Also ich habe 4000€ drauf gehabt, alle Bonus Bedingungen und Umsatz Bedingung habe ich erfüllt und habe die 4000 in Auszahlung gegeben . Dann habe ich etliche freispiele erhalten weil ich sehr hoch gelevelt bin . Die habe ich genutzt und habe auch ziemlich viel wieder damit gewonnen und genau jetzt kommt der Haken den die Umsatz Bedingung wurde somit auf mein komplettes Guthaben angerechnet und konnte dann nur noch 1800€ ausbezahlen was ich dann getan hab weil ich sehr sauer war . Mit dem restlichen Bonus Guthaben habe ich dann weiter gespielt. Nur wurde dann hinterrücks die 1800€ die in Auszahlung waren angeblich storniert vom Zahlungs Anbieter. Habe mich dann beim Support gemeldet und die haben gesagt das das Bonus Guthaben storniert wurde und die Auszahlung auch und habe dann ohne meines Wissens mit dem in Auszahlung gegeben Geld weiter gespielt auf der Seite stand aber das es nur Bonus Geld sei ...dem war aber nicht so leider . Meine Weihnachten sind jetzt im Arsch da hat man einmal Glück und dann wird man abgezockt

Thank you very much for your reply, Gambit123. 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.

Please delete the last 2 posts because my name is in them. Thanks

Die letzten 2 Post bitte löschen weil da mein Name drin steht . Danke

Please note that both messages have been marked as private and only involved parties (you, Bruce Bet Casino, and us) can see them.

Could you please clarify how much money you currently have in your casino account? Do you have any pending withdrawals?

Yes, of course zero euros because I thought it would be paid out...

Ja natürlich null Euro weil ich ja dachte das wäre in Auszahlung...

Sadly, since you have wagered your winnings (even if it was by accident), I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.