Bruce Bet Casino - La cuenta del jugador ha sido cerrada.

They accuse me of creating a second account which I never did, and they blocked my account with 589$ in it. I never thought neither attempted to create a second account. All I did was trying to reconnect after getting logged out. And my account got blocked at that moment.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Attila

No no one has tried no create an account as far as I know. I did the verification on the same day the account was blocked. I had withdrew 720$ . Then I used a bonus, when the bonus money was spent I tried I cancelled the 720 withdrawal and then when trying to withdraw again I had to pay bonus fee wich came down to a possibility of 589$ I withdrew 580$. Next morning after waiting on the money. My account was blocked.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear [Redacted],

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 do not have any screenshots, you should be having those conversations in your system

Dear Player,

Thank you for your response. I would like to clarify that Casino Guru serves as a mediator in resolving player disputes. Currently, you are communicating with Casino Guru and not directly with the employees of Bruce Bet Casino. As a result, we do not have access to the communications between you and the casino's customer support. At this stage of the complaint resolution process, our focus is on gathering all available evidence from the player's side before progressing to the next step. Has the casino informed you of their decision to close your account via email as well? If so, could you please forward that communication to us? Thank you for your understanding.

Dear [Redacted],

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru