Bruce Bet Casino - プレイヤーのアカウントが予期せず閉鎖されました。

Hello I found this casino on your site and I made my account in February and I won some money, but now i can't access my account. After I won, I tried to withdraw my money and verify my account. Since my bank statement was old, I requested a new one. Once I got it, I went straight to the casino to upload it, but then I saw a message saying I violated their terms and conditions.

I don’t understand why this happened. I thought they made a mistake or that there was a problem with their website since the message popped up as soon as I tried to log in. I never received any email from them, and I waited for some time thinking they’d unlock my account, but nothing happened. It feels suspicious to me, so I’m writing this complaint hoping you can help. I honestly don’t see what could have been wrong.

I’m worried this might be a scam, and I really hope you can look into. Thank you in advance!

Dear donovannatalie9,

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 reached out to the casino to inquire about the reason for blocking your casino account?

Did you play casino games or bet on sports?

Did you use payment methods registered in your name?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Hi,

I’m unable to log in to my account, and because of that, I haven’t been able to reach out to their support team and access the chat. Honestly, I wasn’t sure what to do. It seems suspicious to me that I wasn’t informed about my account being closed, and I thought it was an issue on their site since I never received any email. I was playing casino games, and I won using their welcome bonus. Now, I can only see the message that pops up when I try to log in. I’ll take a screenshot and send it to your email. And yes, I used payment method registered in my name. Thank you for helping.

Dear donovannatalie9, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Do you know anyone who has an account at this casino?

Is there any chance that you’ve had another account at this casino?

Did you allow anyone else to use your account?

Hi,

No, i am the only one using my account and its the only one i have. Also, no one in my sourroundings have casino account as far as i know.

Dear donovannatalie9, did you use a VPN?

Hi,

No, I did not use VPN

Thank you very much, donovannatalie9, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you donovannatalie9 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bruce Bet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!