Bruno Casino - El retiro del jugador se retrasa después de la autoexclusión.

The withdrawal was processed, and afterwards, I opted for permanent self-exclusion. However, more than 10 business days have passed, and the money has still not arrived.

Il prelievo è stato elaborato e in seguito ho fatto l'autoesclusione permamente però sono passati più di 10 giorni lavorativi e i soldi ancora non sono arrivati

Hello edoardop,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bruno Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Mine is the first withdrawal from that site.

These are real money winnings and my account was verified 3 or 4 days after I sent photos of my credit card (with the numbers blacked out) and also bank statements

Il mio è il primo prelievo da quel sito.

Sono vincite accumulate con soldi reali e il mio account era verificato da 3 o 4 giorni dopo aver mandato foto della carta di credito (con i numeri oscurati) e anche estratti del conto bancario

Hello Edoardop,

Could you kindly confirm whether your account has been successfully blocked?

Additionally, are there any updates regarding your remaining balance? Has it already been received?

I look forward to your response.

Best regards,

Nick

Yes my account was successfully blocked but only after the withdrawal was processed.

They recently sent me the proof of payment but they wrote the bank code wrong

Si il mio account è stato bloccato con successo ma solo in seguito all'elaborazione del prelievo.

Da poco mi hanni mandato la prova di pagamento ma hanno sbagliato a scrivere il codice della banca

Hello Edoardop,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Also can you please give an update regarding payment, was it processed?

Looking forward to your response.

Regards,

Nick

The money hasn't arrived yet

I soldi non sono ancora arrivati

Hello Edoardop,

I previously requested that you forward the communication between you and the casino to nikolas.b@casino.guru. However, I have not yet received anything.

Please send the required information as soon as possible so we can proceed with resolving this matter.

Best regards,

Nick

Dear edoardop,

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.

I already sent the conversation to that email address

Ho già mandato la conversazione a quell'indirizzo email

Dear edoardop,

Did you also provide the casino with your bank statement as proof that the money did not arrive?

Could you please clarify what you mean by the "wrong bank code"?

Additionally, please forward the bank statement you provided to the casino to nikolas.b@casino.guru for further review.

Best regards,

Nick

Thank you Edoardop for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you edoardop for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bruno Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello!

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

After carefully reviewing your account, we can confirm that the transaction was successfully processed from our side and paid. We also reached out to our payment provider, who informed us that the transaction was completed successfully and that the recipient bank has not returned the funds.

We understand how important this is for you, and we want to assure you that we are continuing to work on this matter. We will contact the payment provider again to request further clarification and will update you as soon as we receive any new information.

Thank you for your understanding and patience. Should you have any questions in the meantime, feel free to reach out to us.

Best Regards,

Bruno Casino

Ok thanks a lot for the support.

I'm waiting for news

Ok grazie mille per il supporto.

Aspetto novità

Hello!

Thank you for your patiance.

We have contacted the payment provider to verify the transaction in question, and they have confirmed that the transaction was successful on our side. To support this claim, we can provide a confirmation statement as evidence.

Please let us know if you require this document or if you have any further questions. We are happy to assist.

Best Regards,

Bruno Casino

Thank you for the update Bruno Casino representative. Would it be possible to provide me with a confirmation statement to my email? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We have sent the evidence to the provided email. Please check it.

If you have any further questions, please let us know.

Best Regards,

Bruno Casino

Thank you very much for the update.

Dear edoardop, the casino has provided me with evidence of a successful transaction of your withdrawal. Can you confirm you have received your funds and do not require any further assistance? Thank you in advance!

They haven't reached me yet

Non mi sono arrivati ancora

Dear edoardop, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear edoardop,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

We've reopened this complaint at the request of edoardop. We received the following message:

The money is not there yet, there is no need to close anything, it is a fake proof of payment

We’ve reopened this complaint at the request of edoardop. We received the following message:

I soldi non ci sono ancora ancora qua non bisogna chiudere niente è una prova di pagamento fasulla

Dear all,

We are sorry for the delayed reply.

We have checked with the provider and the transaction is still successful and there are no returns, we have also provided a confirmation statement that everything is done correctly by our side.

Best Regards,

Bruno Casino

Thank you very much for the update Bruno Casino representative.

Dear edoardop, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Nothing yet

Per ora ancora niente

Dear edoardop,

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.

But if I want I answered there is still no trace of the money

Ma se vo ho risposto dei soldi ancora non ce n'è traccia

Dear edoardop, would it be possible to check for the transaction from the side of the bank? I will provide you with the confirmation statement from the casino so you have something to look for. Thank you in advance for your cooperation!

Ok now I'll try again

Ok ora ci riprovo

Thank you, please keep me updated about any new developments!

Ok now I have sent the proof of payment to my bank

Ok ora ho mandato la prova di pagamento alla mia banca

Dear edoardop,

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.

They haven't given me an answer yet

Non mi hanno ancora dato risposta

Dear edoardop,

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.

The bank told me that they can't trace any transfer to my account. The IBAN is correct so no one knows where this money ended up!!!

I was told that the proof of payment is fake and I am sure of this having also asked experts!

WHAT SHOULD WE DO??

I HOPE I WILL RECEIVE THIS MONEY.

Thank you

La banca mi ha affermato che non riescono a rintracciare alcuno bonifico al mio conto. L'IBAN è corretto quindi questi soldi non si sa dove sono finiti!!!

La prova di pagamento mi è stato detto che è falsa e ne sono sicuro avendo chiesto anche a esperti!

COSA DOBBIAMO FARE??

SPERO DI Ricevere QUESTI SOLDI.

Grazie

Dear edoardop, I recommend you contact the Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). Thank you in advance for your cooperation!

Dear edoardop,

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.

I've given up now

Mi sono arreso ormai

It is not known where this money is.

Non si sa dove sono questi soldi

I'm sorry to hear about the situation edoardop, contacting the authority is the only option left here so if you won't cooperate we are forced the reject the complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter