Bruno Casino - El jugador no puede retirar sus ganancias.

Hello, I deposited 50 euros on the brunocasino site and won 700 euros. Now when I want to withdraw, it doesn't work. It says because I have a bonus active, but I don't. When I look to see if a bonus is active, there's nothing there, I have the support written to and for a week I've only got the same answer that I should wait, what can I do now? I would very much like to have the money paid out

Hallo und zwar habe ich auf der seite brunocasino 50euro eingezahlt und 700euro gewonnen nun wenn ich auszahlen möchte funktioniert das nicht er steht da ich hätte einen bonus aktiv habe ich aber nicht, Wenn ich schaue ob ein bonus aktiv ist steht dort nichts, Habe den support angeschrieben und seit einer woche kommt immer nur die selbe antwort das ich warten soll, Was kann ich nun tun? würde mir sehr gerne das geld auszahlen lassen

Dear manuelwandt1604,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated these winnings with or without an active bonus, please? Have you tried checking the bonus section as suggested to see if there is an active bonus?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I deposited without a bonus, didn't select a bonus and don't see any bonuses in the bonus section

ich habe ohne bonus eingezahlt habe keinen bonus ausgewählt und sehe auch keine bonus in dem bonus bereich

Thank you very much manuelwandt1604 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, manuelwandt1604,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bruno Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bruno Casino Team,

Could you please look at the player's issue and clarify the situation?

Thank you in advance for providing the information.

I'm currently not getting an answer via email either

Bekomme aktuell auch keine antwort per email

Good day! We are very sorry that you have faced a negative experience in our casino!

Our best specialists are dealing with your question!

Wait a bit and soon you will receive an email with a further solution to your problem!

Best Regards,

BrunoCasino Team!

Greetings all,

Is there any progress on your issue, manuelwandt1604? Did anyone contact you regarding your problem?

Dear manuelwandt1604,

Can you please answer the questions from my previous post? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Bruno Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru