Bruno Casino - プレイヤーの支払いが遅れ、賞金が減額されました。

I have been playing at Bruno Casino for years, always depositing from the same account. Now I have won a larger amount, and they refuse to pay out! They keep asking me to send documents (which I've already sent 20 times), and yesterday I played 150 spins, won €12.95, continued playing, and got a full screen of cowboys worth €500. After 15 minutes, €420 simply disappeared. What is this, FRAUD???? No payout and winnings just gone? I am so disappointed!!!!

Ich spiele seit Jahren im Bruno Casino,zahle immer vom gleichen Konto ein,jetzt habe ich mal einen höheren Betrag gewonnen und die wollen nicht auszahlen! Laufend soll ich Dokumente schicken (schon20 mal geschickt)und gestern spielte ich 150 Freispiele gewann 12,95 Euro und spielte weiter und bekam Vollbild Cowboys 500 Euro nach 15 Minuten waren einfach 420 Euro weg,was ist das,BETRUG???? Keine Auszahlung und Gewinn einfach weg? Bin so enttäuscht!!!!

Dear mandyelci,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please list which documents you have already provided and when exactly did you send the last one?

• Which documents does the casino ask for repeatedly?
• Have you provided all the required documents as soon as possible and in the correct format?
• Do I understand the bonus you played was a loyalty free spins bonus with the following rule enforced?

3.30. The maximum winnings resulting from any no-deposit offer are capped at 50 EUR or an equal amount of the respective currency if not stated otherwise. This includes, but is not limited to, the winnings from no-deposit bonuses, no-deposit free spins, and cash rewards.

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

Best regards,

Tomas

Hello, thank you for hearing from you so quickly, I'll be happy to send you everything! Where should I send it, here and can others see it? Are they private documents? As well as bank details, bank statements, etc. Many thanks in advance, best wishes Mandy

Hallo,danke das ich so schnell von euch gehört habe,gerne schicke ich euch alles! Wo soll soll ich es schicken,hier und Können dass andere sehen? Sind private Dokumente? Sowie Bankverbindung Kontoauszug u.s.w vielen Dank im Voraus,liebe Grüße Mandy

Done after 113 messages, verified this morning and paid out! Thank you and I'll probably stop playing

Erledigt nach 113 Nachrichten,heute morgen Verifiziert und Auszahlung! Danke und das Spielen werde ich wohl lassen

Dear mandyelci,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru