Bravo Play Casino - Die Auszahlung des Spielers verzögert sich aufgrund der Inanspruchnahme eines Bonusgeldes.

The site is claiming I played with bonus money when the money in my account was my own money and are failing to pay out the €56.98 that is my own money

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 lazim,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Bravo Play Casino. I’m afraid I will need more information regarding your problem. Could you please elaborate?

I will be waiting for your reply patiently.

Best regards

Petra

Hi Petra

The casino claimed that my balance was from bonus money that was awarded to me but they also said you had to physically activate the bonus which I did not. There is now €57 in my gaming account that I cannot withdraw.

Kind regards

lazim

Hello lazim,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for providing the previous details, lazim.

• Can you confirm the date when you made the deposit related to the disputed funds?
• Do you have any screenshots or documentation showing your transaction history and game history?
• Have you received any communication from the casino regarding their claims about the bonus money?

Thank you again for your cooperation.

Hi Petra

Thank you for your message

• 30/03/2026
• Yes, I have emails from them and will attach these if you give me an email to respond to
• As above

Kind regards

lazim

Thank you for your reply and for providing the previous details, lazim.

• Could you please specify the terms and conditions of the bonus, or share a link to the bonus you are being accused of misusing, that may have led to this misunderstanding?
• Have you attempted to contact the casino’s customer support? If so, what was their response?

You can send all the above-mentioned relevant documents (communication, game history, transaction history, bonus history) to petra.h@casino.guru. Alternatively, you may upload your screenshots directly to the thread.

Thank you again for your cooperation.

Dear lazim,

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,
Petra
Casino.Guru