Bruce Bet Casino - Die Gewinne des Spielers sind begrenzt.

Good day,

So, I received 50 free spins for Book of Fallen at BruceBet. After the 50 free spins, I successfully wagered the winnings, and then my bonus money was credited to my account balance. I then won €3075 with the wagered money. Now the casino website says I've exceeded my €50 limit. But it's no longer bonus money.

Guten Tag,

Also ich habe bei BruceBet 50 Freespins erhalten für Book of Fallen. Danach hab ich nach den 50 Freespins das gewonne Geld erfolgreich umgesetzt danach würde mein Bonus Geld zu mein Kontoguthaben gebucht. Und habe dann anschließend mit umgesetzten Geld meine 3075€ gewonnen. Jetzt meint die Casino Seite ich hab mein Limit überschritten von 50€. Aber es handelt sich ja gar nicht mehr um ein Bonusguthaben.

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 Awedawi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:

"7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit."

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards

Petra

Hello Petra,

So, I made a successful deposit of €20. And it's not bonus credit; I already wagered my bonus credit and then made a deposit so I could withdraw my amount.

Hallo Petra,

also ich habe eine erfolgreiche Einzahlung getätigt von 20€. Und es handelt sich nicht um ein Bonusguthaben ich habe ja mein Bonusguthaben umgesetzt und danach habe ich eine Einzahlung getätigt damit ich mein Betrag auszahlen.

Because I don't understand... I had previously played Legacy of Dead after my 50 free spins on Book of Fallen and then had a good run and fulfilled my bonus requirements. They even took several euros away afterwards, leaving me with about €45. And with that €45, I won over €3000.

Weil ich verstehe nicht....ich hatte zuvor nach mein 50 Freespins bei Book of Fallen bei Legacy of dead weiter gedreht und habe dann ein guten Lauf gehabt und habe mein Bonus umgesetzt. Die haben sogar dann mehrere Euros weggenommen danach und mir ungefähr 45€ gelassen. So und mit den 45€ habe ich über 3000€ gewonnen.

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

• Were you notified of the limit before you made your winning bets?
• Could you provide me with your game and betting history, if possible?
• Do you have any screenshots or emails from the casino regarding your account balance and the limit?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Awedawi,

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