Bruce Bet Casino - Spelarens konto är stängt och vinster dragits tillbaka.

Inquiry regarding BruceBet – account closed and DKK 13,000 withheld

Hello, the Danish Gambling Authority

I am contacting you because I need help/guidance in connection with a case with BruceBet.

I have an amount of DKK 13,000 outstanding that I am trying to get paid out. BruceBet has now blocked my account and is justifying it by saying that I have created two accounts.

The problem is that I didn't choose to create an additional account to circumvent their rules. I contacted BruceBet because my previous account wasn't working and they subsequently told me to create a new account.

I therefore followed the instructions I received from BruceBet. I have screenshots of the communication to document this.

BruceBet is now using the creation of the new account as justification for blocking my account and withholding my DKK 13,000.

I would therefore like to ask the Gambling Authority:

Can you investigate whether BruceBet's handling of the matter is in accordance with the rules and requirements that apply to gaming providers?

I am aware that the Danish Gambling Authority may not be able to decide my specific financial claim. I would first and foremost like to make you aware of the matter and get guidance on where to complain when a gaming provider withholds a large amount under these circumstances.

I can send screenshots of the entire conversation with BruceBet as well as documentation for the 13,000 kr. and their reasons for blocking the account.

I hope you can help me find the right path forward.

Henvendelse vedrørende BruceBet – konto lukket og 13.000 kr. tilbageholdt

Hej Spillemyndigheden

Jeg kontakter jer, fordi jeg har brug for hjælp/vejledning i forbindelse med en sag med BruceBet.

Jeg har et beløb på 13.000 kr. stående, som jeg forsøger at få udbetalt. BruceBet har nu blokeret min konto og begrunder det med, at jeg har oprettet to konti.

Problemet er, at jeg ikke selv valgte at oprette en ekstra konto for at omgå deres regler. Jeg kontaktede BruceBet, fordi min tidligere konto ikke fungerede, og jeg fik efterfølgende besked fra dem om, at jeg skulle oprette en ny konto.

Jeg fulgte derfor den vejledning, jeg fik fra BruceBet. Jeg har screenshots af kommunikationen, som dokumenterer dette.

BruceBet bruger nu oprettelsen af den nye konto som begrundelse for at blokere min konto og tilbageholde mine 13.000 kr.

Jeg vil derfor gerne spørge Spillemyndigheden:

Kan I undersøge, om BruceBets håndtering af sagen er i overensstemmelse med de regler og krav, der gælder for spiludbydere?

Jeg er klar over, at Spillemyndigheden muligvis ikke kan afgøre mit konkrete økonomiske krav. Jeg ønsker først og fremmest at gøre jer opmærksom på sagen og få vejledning om, hvor jeg skal klage, når en spiludbyder tilbageholder et større beløb under disse omstændigheder.

Jeg kan fremsende screenshots af hele samtalen med BruceBet samt dokumentation for de 13.000 kr. og deres begrundelse for at blokere kontoen.

Jeg håber, I kan hjælpe mig med at finde den rigtige vej videre.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when exactly you created your first account at this casino and when you created your second account?
• Could you please forward me the communication between you and the casino customer support regarding the casino's recommendation that you create a second account? My email address is veronika.f@casino.guru.
• Did you activate any bonuses on either of your accounts?
• Why were you unable to access the original account you created at this casino?

Please note that Bruce Bet Casino operates under a license issued by Curaçao (CGA). Therefore, the Danish Gambling Authority will not be able to assist you with this particular issue.

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

Best regards,

Veronika

Dear Mimi1106,

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