Bruce Bet Casino - Das Spielerkonto wurde geschlossen.

I won €1530, but I could only withdraw €1390. After a 24-hour wait, my account was blocked, supposedly due to a duplicate account. I've been playing on the site for a long time and had previously won €1000, which I received without any problems. When I asked which email address was used for the other account, I was told to send the requested emails to the casino via chat. After doing so, the chat was simply ended after a long wait.

Ich hab 1530 Euro gewonnen ich könnte nur 1390 zu Auszahlung anwenden nach 24 Std Wartezeit war mein Konto gesperrt angeblich wegen Doppelkonto ich spiele schon sehr lange auf der Seite hatte schonmal 1000 Euro gewonnen und diese auch ohne Probleme erhalten als ich fragte welche E-Mail für das andere Konto verwendet würde würde ich aufgefordert die entfrage kommen E-Mails dem Casino im Chats zu schicken als ich dies getan hab würde nach langer warte Zeit der Chat einfach beendet

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello, no, there's no possibility that someone else has an account under that IP address. I played with the account for a very long time and, as I said, once transferred €1000 to my account after a long wait. When I won and wanted to withdraw, they blocked my account after more than 24 hours. If I did have a duplicate account, why did they warn me about it when I made the deposit?

Hallo nein diese Möglichkeit das jemand anderes unter der IP ein Konto hat gibt es nicht ich hab sehr lange mit dem Konto gespielt und wie gesagt schon einmal 1000 Euro auf mein Konto nach langer warte Zeit überwiesen als ich gewonnen hab und auszahlen wollte haben die nach mehr als 24 Std mein Konto gesperrt wenn ich doch ein Doppelkonto gehabt habe wieso haben die mir bei der Einzahlung drauf hingewiesen

Thank you for your reply, Melaniee. I understand you may be busy or distressed by the situation, but it appears my earlier questions have not yet been answered. Could you please review my initial message and provide the requested information? These details are essential for us to proceed with the case. Thank you in advance for your assistance.

Based on that IP address, I don't believe anyone from my household logged in.

I focused on slot machines.

I completed the verification process a long time ago when I won before. Therefore, I was also aware that you can't play for 24 hours before withdrawing the winnings.

I deposited 15 euros without a bonus.

When I had free play, I got a full screen and won the large amount.

Mit der IP glaube ich nicht das sich jemand aus meinem haushalt angemeldet hat

Ich habe mich auf Spielautomaten konzentriert

Das mit der Verifizierung habe ich schon vor langer Zeit gemacht als ich schonmal gewonnen. Habe daher war mir auch bewusst das wenn man sich das Geld auszahlen will 24 Std nicht spielen darf

Habe 15euro einbezahlt ohne Bonus

Als ich frei spiele hatte bekam ich ein voll Bild und hab den hohen Betrag gewonnen

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I took a screenshot when I was writing to Bruce Bet support.

Ich habe einen Screenshot gemacht als ich mir dem Support von Bruce Bet geschrieben habe

Hello Melaniee,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay, then I know and will wait until Kristina is back from vacation.

Ok dann weiß ich Bescheid und warte bis Kristina aus dem Urlaub ist

Dear Melaniee,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Melaniee,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bruce Bet Casino representative to join this conversation.

Dear Bruce Bet Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

Hi Mirka, first of all, thank you for your support.

Hallo Mirka erstmal danke für deine Unterstützung

Dear Mirka,

We have sent you an email with the required information. Please take a look at your convenience.

Kind regards,

Bruce Bet Team

Dear Bruce Bet Casino,

Thank you for the data and excel sheet provided. Please send me screenshots from the system, that would confirm the information visible in the excel file, along with more specific information and evidence of bonus usage.

Thank you for your cooperation.

Dear Mirka,

We have sent you an email. Please take a look at your convenience.

Kind regards,

Bruce Bet Team

Dear Bruce Bet Casino,

Please note your cooperation in providing sufficient evidence is needed for us to be able to conduct an independent evaluation of the case. The data provided did not meet the criteria yet. We would greatly appreciate it if you could provide the requested evidence at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient evidence in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mirka,

We have sent you an email with the required information. Please take a look at your convenience.

Kind regards,

Bruce Bet Team

Dear Bruce Bet Casino,

I sent you an email with request for last piece of evidence. Please check your inbox.

Thank you.

Dear Mirka,

Please see our email at your convenience.

Kind regards,

Bruce Bet Team

Dear Melaniee,

We regret to inform you that the casino has provided supporting system records indicating that two accounts were created by you.

According to our policy, players are required to create and maintain only one account at a casino. Based on the evidence presented, which confirms that both accounts belong to the same individual, we believe the casino’s enforcement of its duplicate-account rule is warranted.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka