Bruno Casino - プレイヤーの撤退は繰り返し拒否されました。

I won 300 euro at Bruno casino and every time I try to withdrawal it's gets declined with another excuse, everytime it's something different.

Dear Deedee123,

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? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the canceled withdrawal? 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 Dominika,

Yes I'm fully verified.

No I have never made any successful withdrawals prior.

This is my first withdrawal thru this provider and have tried about 5 times each time declined

I won without a bonus

Each unsuccessful withdrawal has had a different excuse as to why it can't be processed

I'll attach all screenshots of communication

Is there anyone looking into this case still?

Hello Deedee123,

We would like to update you that due to Dominika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Dominika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Dominika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update

Dear Deedee123, thank you for the information provided.

What was the reason for the latest withdrawal request declination?

Have you provided the casino with the correct postal code?

Dear Deedee123,

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.

Dear Deedee123,

We have received your email and are glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru