Bruce Bet Casino - Die Rücknahme des Spielers hat sich verzögert.

Hello, I deposited €300 using my welcome bonus and won. This was right at the beginning with my real money balance. The problem is that my winnings are being treated as bonus money, and I received them as such because I checked my account balance beforehand. I also counted how many spins I made; it was 22 spins at €5 each. I have screenshots of this. Before playing, I contacted the live chat and asked about the maximum withdrawal amount applicable to this bonus. The live chat agent told me there was no withdrawal limit, and I also have a screenshot of this. Now the casino is claiming there is a withdrawal limit, and they've reduced my balance to €1500. I disagree with this and would like to file a complaint and resolve this issue.

Hallo, ich habe mit meinem Willkommensbonus 300€ eingezahlt und gewonnen ,das war gleich am anfang mit meinem Echtgeld, das problem war das mein gewinn als bonusgeld angesehen wird und ich es als bonusgeld bekommen habe weil ich es in meiner kasse zuvor überprüft habe auserdem habe ich nachgezählt wieviel spins ich gemacht habe es waren 22 spins auf 5€ ich habe auch scrennshots davon . Als ich vor dem spielen den Livechat aufsuchte habe ich nach dem maximale auszahlungsbetrag gefragt der für diesen Bonus gilt, der Livechat agent sagte mir das es keine Auszahlungsgrenze gibt und ich habe auch ein Screenshot davon.Nun behauptet das casino es gibt eine auszahlungsgrenze und ich hat mein guthaben auf 1500€ gesenkt . Ich bin damit nicht einverstanden und möchte mich beschweren und möchte das problem klären.

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Dear Jonamia,

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:

"7.5.1. The maximum amount that can be withdrawn from bonus funds is capped at 200% of the bonus amount. Any winnings beyond this limit will not be eligible for withdrawal and will be voided.

7.7.1. On the website, there are two balances: real and bonus. The real balance is for the player's deposit funds, which can be withdrawn at any time if the deposit has been wagered twice (deposit turnover is mandatory). The bonus balance consists of received bonuses, which require wagering according to the bonus terms. When a player has both active balances, bets are deducted first from the real balance, and any winnings from such bets are credited to the bonus balance (without increasing the wagering amount). Wagering of both the real and bonus balances only occurs when bets are placed using these balances."

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.

To clarify:

• When did you finish wagering your bonus, please?
• Do you have those winnings in your bonus balance now, please?
• Are you able to request a withdrawal at the moment?
• Have you received any official communication from the casino regarding the reduction of your balance? If yes, could you forward it? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

Best regards

Petra

Hi good afternoon,

• I fully redeemed the bonus on November 20, 2025.
• The bonus balance was converted to real money after the bonus wagering requirements were met.
• I submitted a withdrawal request on November 20, 2025.
• No, I didn't receive a notification. I checked my account to see if the transaction had already been processed and then I noticed that my balance had been reduced.
• I've attached a screenshot.

Yes, that's exactly why I don't understand why my winnings are considered bonus money when they were won with real money, and why I had to wager the bonus completely before I could request a withdrawal.

Thank you, best regards

Hallo guten tag,

• Ich habe den Bonus am 20.11.25 vollständig umgesetzt
• Das Bonusguthaben wurde zu echtgeld umgewandelt nach dem umsetzen des bonus.
• Ich habe momentan eine auszahlungsanfrage gestellt am 20.11.25
• Nein ich habe keine mitteilung erhalten ich habe im meinem account geschaut ob die transaktion schon bearbeitet wurden ist und dann habe ich festgestellt das mein guthaben reduziert wurden ist.
• Screenshot hänge ich ihnen bei.

Ja genau deshalb verstehe ich auch nicht warum mein gewinn als bonusgeld angesehen wird wenn es mit echtgeld gewonnen wurden ist . und ich den Bonus vollständig umsetzen musste bevor ich eine auszahlung beatnragen konnte

danke mit freundlichen grüßen

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

To clarify the issue:

• What specific game or slot did you play during those 22 spins?
• Could you clarify the exact date when you made the deposit and played your winning spins?

Hello,

• I played coins from Hacksaw Gaming
• I deposited €300 on November 14, 2025.
• I made the spins in the aforementioned game on November 14, 2025.

Hallo,

• Ich spielte coins von Hacksaw Gaming
• Ich habe am 14.11.2025 eingezahlt 300€
• ich habe am 14.11.2025 die Spins getätigtig in dem besagten spiel

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

To better evaluate the case...Could you provide any communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.

Thank you again for your cooperation.