Bruce Bet Casino - 誤解を招く情報により、プレイヤーの賞金が減額されました。

I played a €100 and €150 bonus at that casino on March 24, 2025 and before playing I checked with them how much I could win with that bonus and the answer was that there were no restrictions and that luck only affects the matter (screenshot of the conversation). However, after wagering and winning €1650, I asked about the payment and they said several times that I just need to wait. However, today a few days later, when I checked my account, only €400 was in the balance. In addition, when I asked about the matter in the chat, this time they replied that the 2xB withdrawal rule is in the offer and that the player needs to read the rules themselves (attachment from the conversation). I have indeed been deliberately misled in this matter, because the answer cannot be completely opposite in a withdrawal situation depending on the time of asking. In the end, the chat server did promise to forward the matter, but I thought I would file a complaint in good time, because the situation is very unclear and I might need help.

Pelasin 100€ ja 150€ bonuksen kyseisellä kasinolla 24.3.2025 ja ennen pelaamista varmistin heiltä paljon voin voittaa kyseisellä bonuksella ja vastaus oli ettei rajoituksia ole ja että tuuri vain vaikuttaa asiaan (kuvankaappaus keskustelusta). Kuitenkin kierrätyksen ja 1650€ voiton jälkeen kyselin maksusta ja sanoivat moneen kertaan, että minun tarvitsee vain odottaa. Kuitenkin tänään muutama päivä myöhemmin, kun tarkistin tiliäni niin 400€ oli vain saldossa. Lisäksi, kun kysyin chatistä asiaa niin tällä kertaa he vastasivat että 2xB nostosääntö onkin tarjouksessa ja että pelaajan tarvitsee itse lukea säännöt (liite keskustelusta). Minua on kyllä johdettu harhaan tässä asiassa tahalteen, koska vastaus ei voi olla nostotilanteessa täysin päinvastainen kysymiskerrasta riippuen. Chat palvelija lopuksi kyllä lupasi asian laittaa eteenpäin, mutta ajattelin tehdä valituksen hyvissä ajoin, koska tilanne on hyvin epäselvä ja tarvitsen ehkä apua.

Dear wopeo,

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.

Just to clarify, did you play with welcome bonuses?

Do you have any saved terms and conditions from the casino that don’t mention a maximum cashout for those bonuses?

Has the casino mentioned anything about potentially changing those terms recently?

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

Yes, I played the 1st welcome bonus and won on my first deposit to the casino.

I don't have any terms and conditions saved, but the casino can certainly send the first chat conversation with me, from which I previously sent a picture as part of the conversation. In the conversation in other ways, I asked the same thing, whether I could win a lot with that bonus at maximum and there were no restrictions, they answered any of my questions.

In the last chat conversation, the chat said that they can also change the rules. However, it did not mention that the rules had been changed during my time.

Update 1: I received €400 from the casino, which they promised to pay in this unclear situation, but €1250 is still missing.

Update 2: They replied to me with this message today:

Hello, Alex!

Thank you for contacting our team.

I am contacting you regarding your previous question about the restriction on bonus withdrawals.

I kindly inform you that your balance has been adjusted to the maximum possible withdrawal, in accordance with the terms and conditions 3.6.3. The maximum amount that can be withdrawn from bonus funds is limited to 200% of the bonus amount. Any winnings exceeding this limit will not be eligible for withdrawal and will be voided.

Please also note that in accordance with point 1.1. These terms and conditions (hereinafter referred to as the "Terms and Conditions") apply to the use of games provided on BRUCE.BET (hereinafter referred to as the "Service") and may be updated, changed or modified from time to time. I 1.5. The User understands and accepts these Terms and Conditions, which may be subject to changes from time to time.

If you have any further questions, please contact us anytime, our support team is available 24/7.

Kind regards,

Gaming Club Manager, Weronika.

Kyllä pelasin 1. tervetuliasbonusta ja voitin ensimmäisellä talletuksella kasinolle.

Minulla ei ole tallennettuna mitään ehtoja, mutta kasino voi varmasti lähettää ensimmäisen chat keskustelun kanssani, josta aikaisemmin lähetin kuvan osana keskustelua. Keskustelussa muillakin tavoilla kysyin samaa, että voinko kyseisellä bonukselle voittaa paljon maksimissaan ja rajoituksia ei ollut millekkään kysymykselleni he vastasivat.

Viimeisessä chat keskustelussa chat kertoi, että voivat myös muuttaa sääntöjä. Kuitenkaan ei maininnut, että sääntöjä olisi muutettu minun aikanani.

Päivitys 1: Sain kasinolta 400€ ulos, minkä he lupasivatkin maksaa tässä epäselvässä tilanteessa, mutta 1250€ puuttuu edelleen.

Päivitys 2 : Vastasivat minulle tällä viestillä tänään:

Hello, Aleksi!

Thank you for contacting our team.

I am contacting you regarding your previous question about the restriction on bonus withdrawals.

I kindly inform you that your balance has been adjusted to the maximum possible withdrawal, in accordance with the terms and conditions 3.6.3. The maximum amount that can be withdrawn from bonus funds is limited to 200% of the bonus amount. Any winnings exceeding this limit will not be eligible for withdrawal and will be voided.

Please also note that in accordance with point 1.1. These terms and conditions (hereinafter referred to as the "Terms and Conditions") apply to the use of games provided on BRUCE.BET (hereinafter referred to as the "Service") and may be updated, changed or modified from time to time. I 1.5. The User understands and accepts these Terms and Conditions, which may be subject to changes from time to time.

If you have any further questions, please contact us anytime, our support team is available 24/7.

Kind regards,

Gaming Club Manager, Weronika.

Dear wopeo, do I understand correctly that you didn’t read the terms and conditions and instead asked the live chat about them?

Have you been able to find out from the casino when the terms and conditions were last updated?

Could you please share all relevant communication with the casino regarding this issue? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Yes, I didn't read the rules myself, but I confirmed it with the chat customer service. I don't have this conversation recorded, but the casino can certainly share it.

I haven't found out when the rules were last changed, because I believe the chat person gave me incorrect information about the maximum withdrawal limit for the welcome offer in this case.

I shared all the attachments you asked for when making this complaint, I have nothing else.

Kyllä en itse lukenut sääntöjä, mutta varmistin asian chat asiakaspalvelusta. Tätä keskustelua minulla ei ole tallennettuna, mutta kasino varmasti sen voi jakaa.

En ole selvittänyt milloin sääntöjä olisi muutettu viimeksi, koska käsittääkseni chat henkilö on minulle antanut tässä tapauksessa väärää tietoa tervetuliaistarjouksen maksiminostorajasta.

Jaoin kaikki kysymäsi liitteet tätä valitusta tehdessä, muuta minulla ei ole.

Thank you very much, wopeo, 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 wopeo 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 how we can help resolve this issue.

Thank you!

Dear Peter,

We are grateful for your help in resolving this complaint. 

Please note that the user registered on our site after Rule 3.6.3 was on our site. Therefore, he agreed to and read the terms and conditions when he registered.

At the same time, he created a withdrawal request on the day of his registration and accordingly, rule 3.6.3 was applied. All balance adjustments were made lawfully, the balance, namely 400 euros, was successfully withdrawn by the user.

If you have any questions, we are happy to help further.

Hello wopeo,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you, I'm waiting, but I'll also mention that the casino hasn't shared my first conversation with them on the chat the day I played, at least for this discussion, which is what this is all about.

Kiitos minä odotan, mainitsen myös kuitenkin ettei kasino ole ainakaan tähän keskusteluun jakanut minun ensimmäistä keskustelua heidän kanssaan chatistä pelaamanani päivänä mistä tässä kaikessa juuri on kyse.

Thank you to both parties for the update.

Dear Bruce Bet Casino representative, would it be possible to share the date when this rule was added to the terms and conditions, and additionally, share when the player registered to the casino and successfully withdrew the capped winnings? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We would be extremely grateful if you could kindly consider our email. We have sent you the information you requested.

I would like to ask Brucebet to share my first chat with you publicly, thanks in advance Brucebet.

Pyytäisin Brucebet jakamaan ensimmäisen chat keskuteluni teidän kanssanne tähän julkiseksi, kiitos etukäteen Brucebet.

Thank you for the information Bruce Bet Casino representative. I have responded to your email requesting further clarification, and I await your response.

Dear wopeo, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

Could you kindly check our email regarding this case sent on May 6th? We haven't been able to locate a response to it and would appreciate your confirmation.

Dear Bruce Bet Casino representative, my correspondence was in regard to the email I received on May 6th, I will resend it and I await your response. Thank you in advance!

Dear Peter,

Thank you for the clarification. We have responded to your email.

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 wopeo, 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 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