Bruno Casino - Se rechaza el retiro del jugador.

Hello,

the casino rejects my withdrawal requests. Apparently the country of my bank account does not match the country in my profile. However, I never gave an address when registering. I was only asked for my name, telephone number and email address. When I wanted to withdraw, I had to go through the verification process. This was completed successfully. All data, including my address, was validated. The withdrawal request was still rejected.

Hallo,

das Casino lehnt meine Auszahlungsanträge ab. Angeblich würde das Land meines Bankkkontos nicht mit dem Land in meinem Profil übereinstimmen. Bei der Registrierung habe ich aber nie eine Adresse angegeben. Ich wurde lediglich nach meinem Namen, meiner Telefonnnummer und meiner email Adresse gefragt. Als ich auszahlen wollte, habe ich den Verifizierungsprozess durchlaufen müssen. Dieser wurde erfolgreich abgeschlossen. Alle Daten einschließlich meiner Adresse wurden validiert. Der Auszahlungswunsch wurde trotzdem abgelehnt.

Dear Mask1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did the casino provide more details regarding the country mismatch? Could you please forward all the relevant communication between you and the casino to 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

Dear Kristina,

-no, I have not made any withdrawals yet

-I made my winnings without using a bonus

-the casino did not provide me with any further details regarding the country mismatch.

In the meantime, I have submitted further documents. These have also been verified. However, the withdrawals are still being rejected with the same reason. I have forwarded the email correspondence to forwarded.

Liebe Kristina,

-nein ich habe bisher keine Abhebungen vorgenommen

-ich habe meine Gewinne ohne die Nutzung eines Bonus erzielt

-das Casino hat mir keine weiteren Einzelheiten zur Länderinkongruenz mitgeteilt.

Mittlerweile habe ich weitere Dokumente eingereicht. Diese wurden auch verifiziert. Die Abhebungen werden dann aber mit der selben Begründung weiterhin abgelehnt. Den E-Mail Verkehr habe ich an kristina.s@casino.guru weitergeleitet.

Thank you very much, Mask1, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Mask1,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Bruno Casino representative to join this conversation.

Dear Bruno Casino, could you please provide more information about this case?

Looking forward to your reply.

Dear Mask1,

Thank you for bringing this matter to our attention.

To proceed further with the verification, we have sent you an email with a few questions and requested to send us the following:

- a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)

Best Regards,

Bruno Casino

Dear Bruno Casino,

thank you for your reply.

Dear Mask1,

could you please submit the requested documents to the casino at your earliest convenience? We would appreciate it if you could inform us once everything has been submitted.

Hello,

I have submitted all the requested documents to the casino. In the meantime, further documents have been requested, including a bank statement for the last three months, on which all transactions are visible. I consider this procedure to be very questionable, as it involves very personal information. But I have also provided this proof and am waiting for a further response from the casino. I have sent all emails to forwarded.

best regards

Hallo,

ich habe alle angeforderten Unterlagen beim Casino eingereicht. Mittlerweile wurden weitere Dokumente angefordert, unter anderem ein Kontoauszug der letzten drei Monate, auf dem alle Transaktionen sichtbar sind. Ich halte dieses Vorgehen für sehr fragwürdig, da es sich um sehr persönliche Informationen handelt. Aber auch diesen Nachweis habe ich erbracht und warte auf eine weitere Reaktion des Casinos. Alle mails habe ich an katarina.d@casino.guru weitergeleitet.

beste Grüße

Dear Mask1,

Thank you for your message. I understand that this entire process may appear overwhelming; however, the measures being implemented by the casino are designed to ensure that no anti-money laundering activities occur. It is important to note that, as an online establishment, they must take all necessary precautions to ensure that funds are directed to their rightful owners.

Dear Bruno Casino,

Have you received the requested documents? Is there anything further that you may require?

Dear Mask1,

thanks for your email. I have received them.

Hello!

We are sorry for the delayed reply.

Thank you for the provided documents. Our team is currently reviewing them, and once there is an update,e we will let you know immediately!

Thank you for your patience and understanding!

Best regards,

Bruno Casino

Dear Bruno Casino,

thank you for your response. We look forward to receiving your subsequent updates.

Hello!

Your documents have been successfully verified, and withdrawals can now be processed.

The previous withdrawal attempts were unsuccessful due to a processing error. Kindly submit new withdrawal requests at your earliest convenience.

We sincerely apologize for any inconvenience this may have caused.

Best Regards,

Bruno Casino

Hello,

I requested a new withdrawal as recommended by the casino. This was immediately cancelled. Unfortunately, the casino has not yet provided a solution.

Hallo,

ich habe wie vom Casino empfohlen, eine neue Auszahlung beantragt. Diese wurde umgehend wieder abgebrochen. Leider gibt es weiter keine Lösung von Seiten des Casinos.

Dear Mask1,

thank you for the update.

Dear Bruno Casino,

could you please explain the reasons for canceling Mask1's withdrawal request?

Hello!

The user's withdrawal request was canceled because it was made to a bank account that does not match the country of registration.

To proceed with the withdrawal, the user must submit a new request using a bank account that is linked to their registered country.

Thank you for your understanding.

Best regards,

Bruno Casino

Hello,

I've never registered from another country. I didn't have to provide my address when I registered. I live in Germany and have always lived there. So we're back at the same point as three weeks ago. In the meantime, however, I've submitted all the documents, and they've all been confirmed and verified. Brunocasino apologized to me and blamed technical issues for the withdrawal problems. And now they're telling me the same thing they told me three weeks ago? I'm stunned.

Hallo,

ich habe mich nie über ein anderes Land registriert. Bei meiner Registrierung musste ich meine Adresse überhaupt nicht angeben. Ich wohne in Deutschland und habe schon immer dort gewohnt. Wir sind also wieder an dem gleichen Punkt wie vor drei Wochen. In der Zwischenzeit habe ich allerdings sämtliche Unterlagen eingereicht und alle wurden bestätigt und verifiziert. Brunocasino hat sich bei mir entschuldigt und technische Probleme für die Auszahlungsprobleme verantwortlich gemacht. Und jetzt sagen sie mir das gleiche wie vor drei Wochen? Ich bin fassungslos.

Dear Mask1,

thank you for your message.

Could you please confirm whether a VPN or proxy server was utilized during the registration process?

Hello,

I occasionally use a VPN and can't completely rule out the possibility that it was activated during registration. However, I can clearly state that I have never used a VPN to circumvent the terms and conditions. According to the terms and conditions, German players are welcome and not excluded from the casino. I also emphasize that I only had to enter my email address and name when registering. However, the casino claims I provided an address from another country. I have made several deposits; this was always possible, and I was not asked whether a VPN was used during registration. I can still make deposits today. And how is it possible that I have been submitting additional documents for a month now, and all of them have been verified? Brunocasino has confirmed that my identity has been finally verified and apologizes for any inconvenience.

Hallo,

ich nutze gelegentlich VPN und kann es nicht komplett ausschließen, dass dieser bei der Registrierung aktiviert war. Ich kann aber klar versichern, dass ich niemals einen VPN benutzt habe, um die Terms and Conditions zu umgehen. Deutsche Spieler sind laut den Terms and Conditions willkommen und nicht vom Casino ausgeschlossen. Ich betone zudem, dass ich bei der Registrierung lediglich meine E-Mail Adresse und meinen Namen eingeben musste. Das Casino behauptet aber, ich hätte eine Adresse aus einem anderen Land abgegeben. Ich habe mehrere Einzahlungen vorgenommen, dies war immer möglich und ich wurde nicht gefragt, ob ein VPN bei der Registrierung im Einsatz war. Auch heute kann ich noch Einzahlungen vornehmen. Und wie kann es sein, dass ich seit einem Monat immer weitere Unterlagen einreiche und alle wurden verifiziert? Brunocasino hat bestätigt, dass meine Identität endgültig verifiziert ist und sich für Unannehmlichkeiten entschuldigt.

Dear Mask1,

thank you for your message.

Did you complete your casino profile, including your address and other personal information? Specifically, do you remember if you completed the country section?

Dear Bruno Casino,

Can you please confirm if this player is registered as being from Germany?

Hello,

There's no option to fill out the country section during registration. Registration only requires an email address. I've attached a picture of my profile, but there's still no address listed there. There's no option to add one either. I've submitted numerous proofs of address, all of which have been verified. My profile has been finally approved by the casino several times. The casino has now suspended my account, and I've received no further response. It's a very unsatisfactory situation, as I've provided all the necessary documentation. Yet, my balance hasn't been paid out.

Hallo,

es gibt bei der Anmeldung keine Option, den Länderabschnitt auszufüllen. Es wird bei der Registrierung lediglich eine Email Adresse verlangt. Ich habe ein Bild meines Profils angefügt, auch jetzt ist dort keine Adresse hinterlegt. Es gibt auch nicht die Möglichkeit, diese zu hinterlegen. Ich habe zahlreiche Adressnachweise eingereicht, die alle verifiziert worden sind. Mein Profil wurde schon mehrmals vom Casino endgültig bestätigt. Mittlerweile hat das Casino meinen Account suspendiert und es erfolgt keinerlei Reaktion mehr von Seiten des Casinos. Es ist eine sehr unbefriedigende Situation, da ich alle Nachweise erbracht habe. Dennoch wird mir mein Guthaben nicht ausgezahlt.

Dear Katarina,

Upon registration, the user selected Luxembourg as their country. As a result, the bank account chosen for withdrawal does not match the registered country, preventing the withdrawal from being processed.

We have sent you proof via email confirming that Luxembourg was selected during registration. Kindly review it at your convenience and let us know if you require any further clarification.

Best Regards,

Bruno Casino

This proof cannot be provided, as brunocasino did not ask me for my address during registration. I certify that I never stated Luxembourg as my home country. The only possibility is that a VPN was used over a secure internet connection at the time of registration. I can't rule that out, and it's possible that a different IP address is stored. Apart from that, Germany was permitted by brunocasino at the time of registration. The casino has since verified my address, and it is in Germany. They also confirmed that withdrawals can be made and that all documentation has been provided. The email correspondence is available. Does the casino actually intend to retain my total balance of €1,648.56?

Diesen Nachweis kann es nicht geben, da mich brunocasino bei der Registrierung nicht nach meiner Adresse gefragt hat. Ich versichere, niemals Luxemburg als mein Heimatland angegeben zu haben. Die einzige Möglichkeit die es gibt ist, dass über eine sichere Internetverbindung zu der Zeit der Registrierung ein VPN genutzt wurde. Das kann ich nicht ausschließen und eventuell ist so eine andere IP Adresse hinterlegt. Abgesehen davon ist Deutschland zur Zeit der Registrierung von brunocasino zugelassen gewesen. Das Casino hat mir in der Zwischenzeit meine Adresse verifiziert und diese ist in Deutschland. Es wurde auch bestätigt, dass Auszahlungen vorgenommen werden können und alle Nachweise erbracht worden sind. Der E-Mail Verkehr liegt vor. Hat das Casino nun tatsächlich vor, mein Gesamtguthaben von 1648,56 Euro einzubehalten?

I would like to add one important point. My German ID was verified on February 11, 2025. I made my first deposit that same day. It's very strange to accuse me of providing a false address after my ID was checked and verified.

Ich möchte eine wichtige Sache ergänzen. Am 11.02.25 wurde mein deutscher Ausweis verifiziert. Am selben Tag habe ich meine erste Einzahlung vorgenommen. Es ist sehr befremdlich, mir vorzuwerfen ich hätte eine falsche Adresse angegeben, nachdem mein Ausweis geprüft und verifiziert worden ist.

Dear Mask1,

thank you for your messages and for the information provided.

Dear Bruno Casino,

thank you for your email. I have followed up with a response.

Could you please clarify if the player's country of residence was entered manually, or if it was automatically populated based on IP address geolocation?

Hello, Katarina!

We have sent the additional information via email. Please review it at your earliest convenience.

Additionally, the payment provider has been changed. Therefore, we kindly ask Mask1 to submit a new withdrawal request.

Should you require any further assistance, please do not hesitate to reach out.

Best regards,

Bruno Casino

Brunocasino paid out my balance. I would like to thank Casino Guru very much for their efforts and assistance.

Brunocasino hat mir mein Guthaben ausgezahlt. Ich bedanke mich sehr herzlich bei Casino Guru für den Einsatz und die Vermittlung.

Dear Mask1,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina Duboak

Casino.Guru