Bruce Bet Casino - プレイヤーの賞金は没収されました。

I started playing on Bruce.bet on the 27th of August 2024 and never had any issues up until now. I've verified my account and made approximately 123 deposits to the casino. During this time, I have also been lucky and won a few times and gotten 13 successful withdrawals (all of them were more than 200% of the bonus amount). My last successful withdrawal was on the 29th of March, and the problem started when I tried to withdraw on the 1st of April (the wager was, of course, completed).

I can offer proof hereof if needed.

However, after my latest win, they removed 17.762 of my winnings, referring to some terms about that I could win a maximum of 200% of the bonus amount. That has never been an issue before, and it's not advertised on the bonus offers, nor has it been informed to me any other way.

Looks like they updated the T&C in March 2025, and they just refer to this every time I try and ask what happened. I consider myself quite a loyal customer, so I was a bit shocked, to be honest. If they didn't want me as a customer, they could just have informed me and not waited till I won. They kept offering me bonuses on email, Telegram, in the mobile app, and on phone calls.

I had the exact same issue with Mr. Bet just 2 days prior on a smaller win where they removed 845 DKK.

After this, I got a friend to sign up and asked the support what the max win terms are for the different offers, and they did not once tell about the 200% max win on the bonus amount but gave some very vague descriptions (I have proof).

I know I have been on a bit of a heater the last month or so, but before that I had a long losing period of 2 months and I've been playing in good faith.

Hello allanjensenmt,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bruce Bet Casino. Please allow me to ask you a few more question before we would move forward.

• When was the last time you claimed a bonus before that one?
• Did you ever claim the same bonus in the past?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi,

Of course,

1) 28th of March

2) No the bonuses change on a daily basis

3) I believe it was also the 28th of March because I had issues with some free spins I got in a combined deposit/free spins bonus. The winnings never got credited on my account (small amount though) and I never heard back from customer support in this matter. Then I won approx 11.000 DKK on my following deposit bonus that was paid out which exited the 200% max win they a few days later enforced on me.

Hello allanjensenmt,

According to our latest review of the casino bonuses - which was on 27.3. - the 200% max win was already active.

It is not specified directly in their terms and conditions but rather at the description of individual bonuses.

Unfortunately, the casino is not obligate to inform the player about any changes as players should read the terms of all the specific bonuses they claim.

Is there anything else we could assist you with?

Regards,

Nick

Hi, it might have been however the 29th of March i got paid out 11.500 DKK on a another bonus that was above the 2x bonus value so it seem like it's something new they use not to pay out certain players.

CasinoGuru:

"It is not specified directly in their terms and conditions but rather at the description of individual bonuses"

This is not correct. When you activate a bonus nothing is written about this in the terms for the individuel bonus, however I found out after my win that its located in the T&C after miles and miles of text and this was not an issue earlier when i played (I guees it's something new they added since it was not a problem for me before). It kindda gives the casino carte blanche to remove any winnings they want and they are misinforming about this. if you ask support they will not tell you about this rule.

I also provided proff for that when I uploaded files (Now i don't have the option to do so when answering)

Casino Guru:

"Unfortunately, the casino is not obligate to inform the player about any changes as players should read the terms of all the specific bonuses they claim."

I always read the terms for the bonus before i activate them.

I also see other players in the casino guru complaint section having similar problems where you guys are taking it further with the casino.

How can casinos like Mr.bet and Bruce.bet have such high ratings, when they deliberately try and be unclear about the terms.

To sum it all up:

• The term is not described at the bonus section on the site nor in the terms for for the individual offers.
• They do everything to not tell about this term
• it seems random when they choose to use this term and confiscate winnings
• It gives them the opportunity to remove winnings from players at any given time while playing with a bonus.

Hello allanjensenmt,

If you have any evidence that the term was not stated in their term when you have claimed the bonus, please forward it to [email protected].

Regards,

Nick

i have send an e-mail to you

Thank you allanjensenmt for all the information provided so far. I will now forward your complaint to my colleague Peter ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you allanjensenmt 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 ask if you could provide us with the specific bonus terms and conditions where the rule is disclosed.

Thank you!

Hi,

I don't believe this should be an issue with Bruce.bet, as they added it to their general Terms & Conditions at some point in March without informing anyone about the change.

When I played as I normally do, I had no way of knowing about this new set of rules, since they provided no information about it on the individual bonuses, pop-up, e-mail or any other channel.

The only way I can find out about the new terms are after I win and clear the wager on a bonus.

Dear Peter,

We have sent you an email, please review it. Thank you for your attention and participation.

Dear allanjensenmt, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

Unfortunately, we have not received a response from you with the requested clarifications.

Could you please check your inbox (including the spam or junk folder) for an email with the subject line:

"Bruce Bet Casino - Player's winnings have been confiscated - allanjensenmt", sent on May 6, 2025?

We would appreciate it if you could locate the email and provide the necessary details at your earliest convenience.

Thank you for providing the evidence regarding the rule update Bruce Bet Casino representative. While this clearly confirms that the rule was added to the terms and conditions on March 18, 2025, we believe that, in the interest of transparency and a better player experience, such important changes should be communicated more prominently. Ideally, this information should be displayed directly within the bonus conditions or presented via a pop-up or notification when a player attempts to activate the bonus. We recommend implementing such measures to help prevent misunderstandings like this in the future.

Dear allanjensenmt, the casino has provided documentation from their back office confirming that the rule in question was added to the bonus terms on March 18, 2025. While we believe such changes should be clearly communicated, the casino has demonstrated that the rule was in place at the time you claimed your bonus. With that in mind, the casino has acted in accordance with its terms and conditions, and your winnings have been capped as accordingly. I understand this outcome may be disappointing, and I regret that I couldn't provide a more favorable resolution. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter