Bruno Casino - Hráč kritizuje proces ověřování.

They will not pay out my winnings unless they get pictures of my passport health insurance and a bill paid within the last 3 months and I dare not!

Contact my bank for feel it is a scam!

They have got scwith and eban, and have paid in via my card, so what do they do with the other information

De vil ikke udbetal min gevinst medmindre de får billeder af mit pas sygesikring og en regning betalt inden for de sidste 3 mdr og det tør jeg ikke!

Kontakter min bank for føler det er et svindelfirma!

De har fået scwith og eban, og har indbetalt via mit kort, så hvad skal de med de andre oplysninger

Dear Irene,

Thank you very much for submitting your complaint. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Please keep me updated and let me know if you provided all the required documents.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Many of that information I do not know how to get hold of! My bills are paid via online banking, so I can not take a screenshot of them!

Am I guaranteed my information will not be misused! They will have access to all my personal information

Mange af de oplysninger ved jeg ikke hvordan jeg få fat i! Mine regninger betales via netbank, så dem kan jeg ikke lave screenfoto af!

Er jeg garanteret af mine oplysninger ikke bliver misbrugt! De får adgang til alle mine personlige oplysninger

Dear Irene,

Could you please forward a screenshot of your bonus history? My email address is petronela.k@casino.guru. Thank you very much in advance.

Dear Irene,

Could you please forward a screenshot of your bonus history? Thank you very much in advance.

Do I understand correctly that the abovementioned bonus was added to your account after you've requested a withdrawal? Have you, by any chance, saved your game history? If yes, please forward it in Excel format to petronela.k@casino.guru. Thank you very much in advance.

Could you please try to request it from the casino directly? Thank you.

What do I do, I just have to consider the money lost, even if it makes me furious! At least I'm not going to give them good rewievs!

Can you complain to their gambling authority, it's a scam company, you never go back your money no matter what you do!

You can not recommend them!

Vh irene

Hvad gør jeg, skal jeg bare betragte pengene som tabt, selvom det gør mig rasende! Jeg har ihvertfald ikke tænkt mig at give dem gode rewievs!

Kan man klage til deres spillemyndighed, det er jo et fupfirma, du går aldrig dine penge tilbage ligemeget havde du gør!

Dem kan i altså ikke anbefale!

Vh irene

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

Hello Irene!

I will take care of your complaint from now on. I would like to invite representatives of Bruno Casino into this complaint in order to help us to resolve the verification issue.

Thank you, I played for more than I had funds for, but when I then won DKK 701, I thought I could at least limit my loss! They just do not seem like you can ever get your winnings paid out!

Vh irene F ****

Tak, jeg spillede for mere end jeg havde midler til, men da jeg så vandt 701 kr, så tænkte jeg at jeg i det mindste kunne begrænse mit tab! De virker bare ikke som om, man nogensinde kan få udbetalt sin gevinst!

Vh irene F****

Hello!

Sorry to hear about such problems with verification.

Our Payments Team Manager has sent you an email with all the details now.

"Hello Irene!

I'm Payments Team Manager Vivien and it seems like you're struggling with the verification of your account. Let me specify why we can not approve any of the documents you sent except for your passport and explain what we have been asking for so you would be able to finally withdraw the money.

All your deposits were made from the credit card **4250 and that is why we are asking you to upload 2 photos of your credit card with the front side (with numbers covered like this 1111 11XX XXXX 1111) and back (with CVC covered));

I'd also like to point out that a proof of address is a very important document for verification, and no documents that would show your address were uploaded.

A bank statement should have your name, bank account number, and a list of transactions visible. It can be a photo of a paper document, or a PDF file from your bank, it seems like you uploaded just a screenshot from your banking app, and that is why it is not approved as a bank statement as it is not a proper document we are asking for.

A proof of deposit that you sent to us does not seem to show the deposit made to our casino, we need to see transaction details to be sure, as your last deposit was on the 16th of December and what you have uploaded depicts transactions made on 17th of December.

I'll sum up the documents that you need to upload, so it would be easier to check for you:

- a proof of deposit with the transaction to our casino visible;

- 2 photos of your credit card with the front side (with numbers covered like this 1111 11XX XXXX 1111) and back (with CVC covered));

- a proof of address that is not older than 90 days and is a government-issued document;

- a bank statement with transactions, your name and account number visible."

Thank you in advance!

Best regards,

Vivien

Payments Team Manager

Hope all this will be solved soon 🙂

Best Regards,

BrunoCasino Team

Dear Irene,

I would like to kindly advise to contact your bank to provide you with the requested documents in order to proceed with your verification, if you haven't done already that is. Also, please do not forget to inform us once there will be any progress with submitting of your documents.

Now I have tried again, an address certificate is probably my health insurance card!

And a letter from my pension company with my address on!

Is it enough!

Vh irene f ***

Nu har jeg prøvet igen, et adressebevis er vel mit sygesikringskort!

Og et brev fra mit pensionsselskab med min adresse på!

Er det nok!

Vh irene f***

Now they have also got an overview from payment service with my name and bills! Feel like I'm spending my whole life here! Why not ask for this when making a deposit !!

Nu har de også fået en oversigt fra betalingsservice med mit navn og regninger! Føler jeg udleverer hele mit liv her! Hvorfor beder man ikke on dette når der indbetales!!

Everything is sent, I get my money or what!

Vj irene F ****

Alt er sendt, får jeg mine penge eller hvad!

Vj irene F****

Dear BrunoCasino Team,

Could you please inform us on the status of the player's verification and the possibility of withdrawal?

Hello!

It seems like you send us some incorrect documents 🙁

Read please a letter which our Payments Team sent you and upload documents according to their instructions. As soon you will upload the correct documents, your account will be approved!

«Hello, Irene!

It seems like you have uploaded some documents out of which we could only approve a proof of address. You have uploaded a Health Insurance card that we did not ask for as well as some photos of your credit card however, we would strongly advise you to look at the pattern of how a credit card should be covered.

- a proof of deposit with the transaction to our casino visible;

- make sure to cover like we show you! A photo of your credit card with the front side covered like this (1111 11XX XXXX 1111);

- a bank statement with transactions, your name and account number visible.

Thank you in advance!

Best regards,

Vivien

Payments Team Manager»

We've one more email now with more detailed instructions 🙂

We've sent one more email now with more detailed instructions 🙂

Can't upload any more files !!

What happens in the case, I do not give up!

Vh irene

Kan ikke uploade filer mere!!

Hvad sker der i sagen, jeg giver ikke op!

Vh irene

Hello Irene!

I would like to recommend you to follow the instructions of the casino in order to proceed with your withdrawal. Please, make sure that you provide them with the documents in the exact form that they are asking.

I've done that! They now call a screenshot a scan! Listen, this is so junk! It does not matter if you do it, you will never get your money! What exactly are they missing! And, I would like to complain to your gaming authority, what is your response to that !!

Det har jeg jo gjort! De kalder nu et screenshot for en scanning! Hør her, det er så useriøst! Det er jo ligemeget havde man gør så får man aldrig sine penge! Hvad er præcis de mangler! Og, jeg vil gerne klage til jeres spillemyndighed, hvad er jeres svar på det!!

fra bruno casino! Stammere!

Scammers should be there!

Scammere skulle der stå!

Hey!

We are still waiting for the proof of deposit from you. That's what our Payments Team wrote you:

«Hello!

It seems like none of the documents that you sent to us meet the criteria. We will explain again, a proof of deposit is usually a screenshot from your banking app with the transaction to our casino, our name and the sum of the deposit visible.

Could you, please, upload the right document so we could finally verify your account?

Best regards,

Vivien

BrunoCasino Payments Team Manager»

I have tried 10 times, it can be done via mail! I can not upload it

Jeg har prøvet 10 gange, kan det gøres via mail! Jeg kan ikke uploade det

Not even your mail is real

Ikke engang jeres mail er reel

You can not take a screenshot of that overview with a deposit certificate with the name of your casino when it now says mulinero on my bank statement, so what you are asking for is unrealistic!

I want my winnings now, otherwise you must pass on my complaint to your gaming authority

Den oversigt med indbetalimgsbevis med navn på jeres casino kan man jo ikke lave screenshot på når der nu står mulinero på min bank statement, så det i beder om er urealistisk!

Jeg vil have min gevinst nu, ellers skal i give min klage videre til jeres spillemyndighed

If you are such a serious company, then you can check the amounts transferred against the information I send! On my bankstement is in mullero! So whatever else I do, you do not come up with a solution!

Irene f ***

Horsevænget 1.1

Hvis i er sådan en seriøs virksomhed, så kan i jo checke de beløb der er overført mod de informationer jeg sender! På min bankstement er i mullero! Så hvad jeg jeg ellers gøre, i kommer jo ikke med en løsning!

Irene f***

Horsevænget 1.1

You can also request a withdrawal if you want and we will approve it 🙂

It has been verified, yet they have rejected my request for payment!

So would like to request regret!

Vh irene F ***

Den er verificeret, men alligevel har de afvist min anmodning om udbetaling!

Så vil gerne anmode om fortrydelse!

Vh irene F***

If I get my DKK 701, otherwise I would like to make use of my right of withdrawal!

I'll get an answer soon!

Vh irene F ***

Får jeg mine 701 kr. Ellers vil jeg gerne gøre brug af min fortrydelsesret!

Får jeg snart et svar!

Vh irene F***

Dear representatives of Bruno Casino,

It seems that the player has provided you with all the necessary documents for verification. I would like to ask to elaborate, is there anything that would prevent the player from withdrawing her winnings at this point?

Now I've got my money, but hold on it was uphill! Fortunately, one can well say, will never play at foreign casino, is again🙃

Thanks for the help

Vh irene F ***

Nu har jeg fået mine penge, men hold da op det var op ad bakke! Heldigvis kan man vel sige, kommer aldrig til at spille på udenlandske casino,er igen🙃

Tak for hjælpen

Vh irene F***

Hello Irene!

Thank you for providing us with the information about your success, I am glad to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.