Bruce Bet Casino - プレイヤーのアカウントは閉鎖されました。

Hi,

This casino has closed my account unexpectedly. I won some money there a month ago. Everything was good, they were paying me and then suddenly when i tried to login a few days ago to see what is going on with my last withdrawal, a message popped up that my account is closed and that they have evidence of some prohibited activity. I am not sure what is their deal but that is not true, i think they are just scamming because i really did not do anything wrong. In chat they just told me that they wont send me any money and that my account is closed. They of course dont want to provide me with any evidence because they dont have it and now i dont know what to do. Can you please help me with getting my money?

Dear marunowskin,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that you made several successful withdrawals from this casino before, and you are now waiting for the last withdrawal to be paid?

When exactly did you submit your last withdrawal request?

Could you please forward me the message you received from the casino after your account was closed? My email address is veronika.f@casino.guru.

What types of games did you play? Were they slots, live casino games, or sports betting?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi,

I made one big withdraw that the casino broke down to multiple smaller withdraws and they sent me everything except the last one. 

I played slot and live casino games and I did nothing wrong. They said in the message that popped up when I tried to log in that I opened more than one account in their casino but I only have my own account.

I sent you the screenshot of the message to the email you provided me with.

Thank you for your email.

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 confirm that you passed the full KYC verification?

Have you used any VPN or IP-masking software to access the casino website?

No, thats not possible and i haven't used any VPN. I completed kyc process on my account and it was verified, they were paying me and suddenly decided to close my account without any reasonable explanation. I honestly think they want to keep the money for themselves.

Please forward me all the communication between you and the casino customer support regarding the closure of your account that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your patience and cooperation.

Hi,

I didn't talk to the casino at all because they closed my account so suddenly. I didn't want to contact them at all because it feels like it's all a scam.

Thank you very much, marunowskin, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear marunowskin,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Bruce Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Bruce Bet Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

We have sent you an email with clarifications, please review it. 

Dear Bruce Bet Casino,

Thank you for the clarification. I have responded to your email with additional inquiries and would appreciate your reply at your earliest convenience.

Thank you for your cooperation.