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I won 1800 PLN at the casino and requested a withdrawal, but it was cancelled a week later as I supposedly had an active bonus. However, I rolled over the bonus and was left with 1751 PLN to withdraw. I requested the payout via bank transfer and a week later, they accepted the transfer and everything seemed to be successful. Unfortunately, I didn’t receive the money. Upon contacting them, their response was that the provider had supposedly cancelled the payment, and they intended to refund the money back to my casino account. Today is the 21st, and I have been waiting for my money since January 5th. Each time I contact their support, they keep fobbing me off telling me to wait. Waiting from January 5th to 21st is a considerably long time and I still haven’t received the money in my gaming account or in my bank account. They didn't ask me for account verification, but only for my phone number and email address. I really need help with this situation as it's absolutely excessive what they're doing to people. Waiting 21 days for your own money is ridiculous. I contacted their online support today and received the same response - to keep waiting. So, I really need assistance.

ch wygrałem w kasynie 1800 zł I dałem wyplac wypłatę mi anulowano po tygodniu ponieważ miałem aktywny bonus po czym obrucilem ten bonus i zostało mi do wypłaty 1751 zł dałem wyplac przez transfer bank po tygodniu czasu zaakceptowali przelew i był sukces ale nie otrzymałem pieniędzy do dnia dzisiejszego gdy napisałem do nich to mi napisali ze dostawca niby anulował wypłatę i mają mi zwrócić pieniądze na konto kasyny dzisiaj mam 21 a ja od 5 stycznia czekam na pieniadze pisząc do pomocy cały czas mnie zbywają pisząc proszę czekać od 5 stycznia do 21 stycznia to raczej już długo czekam a pieniędzy dalej nie ma na koncie gry ani na moim koncie bankowym nie wołano odemnie ani weryfikacji konta tylko numer tel i adres mail proszę o pomoc bo to już naprawdę przesada co oni robią z ludźmi 21 dni czekać za swoimi pieniędzmi dzisiaj pisałem do pomocy onlain i dalej to samo proszę czekać to proszę o pomoc

Dear dzejudzeju60,

Thank you very much for submitting your complaint. I'm sorry to hear about the problems you've encountered with your withdrawal.

To assist you more effectively, could you please provide additional details about your situation?

• Do you have any communication from the casino regarding the cancellation of the payment by the provider and their intention to refund the money?
• Have you received any confirmation emails or notifications related to the acceptance of the bank transfer and the subsequent refund to your casino account?
• If possible, provide details about the provider who supposedly canceled the payment.

Could you forward any relevant communication with the casino to petronela.k@casino.guru for further review?

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,

Petronela

yy, ok, I'm sending the e-mails that the suppliers wrote to me, they don't want to provide them in the onlain chat, now they wrote to me for technical reasons, they change the e-mails every now and then, I'll send you the one from the in-game e-mail that I gave to the game

yy dobrze już wysyłam maile ktore mi napisali dostawcy nie chcą podać na czacie onlain teraz mi napisali z przyczyn technicznych co chwilę coś zmieniają maile przekażę z maila z gry ten który podałem do gry

h I sent e-mails to the e-mail address provided, I still have some e-mails there, but they keep writing the same thing over and over again, telling me to wait

h wyslalem maile na podany adres mail jeszcze tam jakieś mam maile ale to oni w kółko to samo piszą że mam czekać

and to this day I have 0 PLN on my game account, nothing has been refunded

i ja na koncie gry do dnia dzisiejszego mam 0 złotych nic nie zostało zwrócone

and I'll talk to online help, maybe it will help if they're kidding

a dam jeszcze rozmowę z pomocą onlain może pomozejak sobie jaja robią

and I asked for a bank transfer

a prosiłem o przelew transfer bank

today they gave me PLN 402 to my game account and they are supposed to give back PLN 1,751 when I wrote to the technical support they told me to wait and not move the money from the game account balance and they told me to wait again it's ridiculous what they are doing to people here I will add screenshots from the game account and calls with technical support

dzisiaj oddali mi 402 zł na konto gry a mają oddać 1751 zł jak napisałem do pomocy technicznej kazali mi czekać I nie ruszać pieniędzy z salda konta gry i kazali znowu czekać to już jest śmieszne co o I robią z ludźmi tutaj dorzucę scriny z konta gry i rozmowy z pomocą techniczna

today they transferred PLN 1,751 to my gaming account and I ordered a withdrawal via bank transfer, let's see if the money will come now or if it will be refunded again

odali mi dzisiaj na konto gry 1751 zł I zleciłem wypłatę przez transfer bank zobaczymy czy teraz dojdą pieniadze czy znowu będą kręcić

Hi dzejudzeju60,

Thank you for the update. Hopefully, all will work out with your newly submitted withdrawal request. Please keep me posted.

Looking forward to hearing from you.

o from Thursday there is a status of payment, success, it seems to have been transferred to my account, so we'll see, it's supposed to take from 1 to 5 days

o od czwartku jest status wypłaty sukces niby poszła na moje konto a więc zobaczymy niby od 1 do 5 dni ma być

I have been waiting for the money since Thursday, today it is Monday, it will be the same, no money will be paid

o od czwartku czekam na pieniadze dzisiaj jest już poniedziałek będzie to samo n8e wyplaca pieniędzy

and I still don't have money in my account since Thursday, the scammers are coming and they didn't send it again because it would already be in my account, do something with this casino because how many times can you be cheated

i dalej nie mam pieniędzy na koncie od czwartku idą jeb oszuści i znowu nie wysłali bo już by były na koncie zróbcie coś z tym kasynem bo ile to można być oszukiwanym

hello, it's already Wednesday, I still don't have any money and these are the screenshots they say, the same thing again

w witam dzisiaj już jest środa pieniędzy dalej nie mam a to scriny co oni piszą znowu to samo

and the same, I didn't get the money again due to technical reasons, where can I officially file a complaint against this casino to get my money back because I'm fed up with it and I won't let them do it?

i to samo nie dostałem pieniędzy znowu z przyczyn technicznych gdzie można złożyć skargę na to kasyno oficjalnie żeby odzyskać pieniądze bo już mam tego dosyć a im nie popuszcze

Thank you very much, dzejudzeju60, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

and you know what's going on with my money, I'm writing to the onlain support department and they keep saying the same thing over and over again, please wait because the payment department hasn't responded yet, I've been waiting for my money for over a month

i coś wiadomo co z moimi pieniędzmi ja pisze do działu pomocy onlain a oni w kółko to samo proszę czekać bo jeszcze dział płatności nie odpisał czekam już ponad miesiąc na swoje pieniądze

and again the same thing, my money was not released because the supplier had a technical problem but he didn't write what it was about, it's not funny anymore, this case should be taken to court, it's internet fraud and money theft, tell me where I can write an official complaint about this casino, preferably to these people. what gave them a casino license I'm already fed up with it

i znowu to samo nie wydlanoo mi pieniędzy bo dostawca miał problem techniczny ale nie napisał o co chodzi to już nie jest śmieszne ta sprawa nadaje się do sądu to jest oszustwo internetowe i złodziejstwo pieniędzy powiedzcie mi gdzie moge napisać oficjalna skarge na te kasyno najlepiej do tych co dali im licencję na kasyno już mam tego dosyć

Hello, dzejudzeju60,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bruce Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bruce Bet Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

Where the disputed winnings are currently located, and when will they be credited back to the user's casino account? What steps should the player take to withdraw the disputed winnings?

Thank you in advance for providing the information.

Hello, yesterday my money was returned to my game account and I ordered a new payment of the winnings to my bank account, we'll see if they send it the third time.

w witam w czoraj zwrócono mi pieniadze na konto gry I zleciłem nową wypłatę wygranej na moje konto bankowe zobaczymy czy za 3 razem je wyślą

Alright, thank you for the update.

Feel free to let me know about any progress.

Anyway, we are still waiting for the casino's response.

hello, please close my complaint, I deleted my account, I'm fed up with my nerves and I lost my money in the casino, thank you very much for your help, best regards

w witam proszę zamknąć moją skarge konto usunolem dosyć moich nerwów a pieniadze przegrałem w kasynie bardzo dziękuję za pomoc pozdrawiam

Alright, dzejudzeju60, I understand. I am sorry that it has evolved this way.

Based on the above-stated, we are forced to reject this complaint due to the loss of the disputed funds.

Although I hope you will not come across a problem like this again, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.Guru