Bruno Casino - El retiro del jugador se ha retrasado.

Good day

On December 10th, 2021 I applied for € 900 at the Bruno Casino and since then I have been kept waiting and always get the answer that you are waiting for a response from the payment provider.

I should send bank statements that prove that I have not received the money yet, but nothing happened.

I offered to ask the payment service provider myself if they could give me a transaction number, but they just said that I as a customer cannot do that.

Guten Tag

Am 10.12.2021 habe ich 900€ beim Bruno Casino beantragt und seitdem werde ich ständig hingehalten und bekomme immer die Antwort dass man auf eine Antwort vom Zahlungsanbieter wartet.

ich sollte Kontoauszüge schicken die belegen dass ich das Geld bisher nicht erhalten habe aber dennoch ist nix passiert.

ich hab angeboten selbst beim Zahlungsdienstleister nachzufragen wenn sie mir eine Transaktionsnummer nennen können aber da haben sie nur gesagt dass ich das als Kunde nicht kann.

Dear Kim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?

Additionally, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Firstly, thank you for your answer.

The verification is already through and I've already had money paid out several times without any problems. But now I'm always put off. There are no particularly important conversations, there are always the same answers that there were problems with the payment provider and they are waiting for an answer Of course, I can upload which ones I want to see.

Hallo Kristina ,

Vielen dank erstmal für die Antwort.

Die Verifizierung ist schon durch und ich hab auch schon öfter Geld auszahlen lassen bisher ohne Probleme.Doch nun werde ich immer vertröstet.Besonders wichtige Unterhaltungen gibt es nicht es sind immer dieselben antworten dass es Probleme beim Zahlungsanbieter gab und sie auf Antwort warten.wenn sie davon welche sehen möchten kann ich diese natürlich hochladen.

Thank you for your reply, Kim. Which payment method to withdraw your winnings have you opted for? Was it the same payment method as previously? Could you please advise how long did your last withdrawal take?

So the payment method is bank transfer. The last payouts were within 1-2 days, but these 900 € just don't arrive. I had read of the same problems in various forums in December, but after exactly 2 weeks the money arrived and I still have it not

Also die Zahlungsmethode ist banküberweisung.Die letzten Auszahlungen waren innerhalb von 1-2 Tagen diese 900€ kommen jedoch einfach nicht an.In verschiedenen Foren hatte ich von gleichen Problemen im Dezember gelesen da ist jedoch nach exakt 2 Wochen das Geld angekommen und bei mir immernoch nicht

Hi there!

Regarding your missing withdrawal - the transaction was declined on the payment provider side due to technical reasons. In this case, we will withdraw your funds manually. Please, provide us with your credentials in the following format:

I just got that by email and will now send my data and see if the money comes

Hi there!

Regarding your missing withdrawal - the transaction was declined on the payment provider side due to technical reasons. In this case, we will withdraw your funds manually. Please, provide us with your credentials in the following format:

das habe ich gerade per e Mail bekommen und werde jetzt mal meine Daten schicken und schauen ob das Geld kommt

Thanks for the update, Kim. Hopefully, you will receive your winnings soon. Please, keep us informed and let us know if there is anything new.

Good day

The money arrived .

thank you very much for the trouble

Guten Tag

das Geld ist angekommen .

vielen dank für dass für die Mühe

Awesome news, Kim. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.