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 [email protected].

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 [email protected]. 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 ([email protected]) 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.

Dear Kubo,

we answered you via email, we will be grateful for your answer.

Dear Bruce Bet Casino,

Thank you for your email.

I’ve responded with a few additional inquiries and look forward to your clarification.

I appreciate your continued cooperation.

Dear Kubo,

We’ve provided a detailed explanation in our latest email and would appreciate your response.

Dear Bruce Bet Casino,

Thank you for providing the additional materials.

Dear marunowskin,

The evidence submitted by the casino is currently under internal review and discussion. To allow sufficient time for this process, I will extend the response timer by an additional week. I will update the complaint thread as soon as we reach a conclusion.

Thank you for your understanding and patience.

Dear marunowskin,

I’ve already communicated our position to the casino, but in the interest of full transparency, I want to share it with you as well.

The casino has presented evidence suggesting notable similarities between multiple accounts registered on their platform, which is why you received a popup notification regarding the creation of multiple accounts. While I’m unable to share the specific details they provided, I can confirm that I’ve expressed our position to them clearly.

As I’ve explained to the casino, in the absence of clear and substantiated evidence of multiple account usage, collusion, or bonus abuse, we are unable to support their decision to impose punitive measures such as voiding winnings. I’ve formally requested that the casino either reconsider their stance or provide irrefutable evidence to support their actions.

Please note that we are still awaiting a final response from the casino, and I have extended the response window by one additional week to allow them time to respond. Should the casino remain firm in their position without presenting compelling evidence, we will unfortunately be unable to assist further, and the complaint will need to be closed as unresolved.

Thank you for your continued patience and understanding.

Dear Kubo,

We kindly ask you to reconsider our position regarding this complaint. We have provided new information along with a detailed explanation of the patterns we observed, which in our view clearly demonstrate coordinated fraudulent behavior. We believe this context is essential for a fair and thorough assessment of the case.

Additionally, we would like to highlight that in 4 out of the 5 complaints submitted, our internal data and communications with the users are consistent and aligned. This further supports our conclusion that these users were acting in coordination and engaging in behavior that breaches our terms.

We would greatly appreciate it if you could review the case once more in light of this new context.

Thank you again for your time and consideration.

Dear Bruce Bet Casino,

Unfortunately, the timeframe for further reconsideration has now expired. We’ve exchanged multiple emails regarding this matter, during which you’ve presented several patterns that, in your view, demonstrate a connection between accounts. While these patterns may suggest potential links, none of the evidence provided substantiates a clear violation of the Terms and Conditions, nor does it indicate any fraudulent behavior that would imply the players gained an unfair advantage over either the casino or other participants.

Although you’ve identified a number of possible risk flags, our assessment is that these indicators - either individually or in combination - reflect standard gameplay practices. From our perspective, even if these behaviors are exhibited simultaneously by multiple users, they do not constitute a breach of the casino’s system or policy, nor do they appear to result in any unjust benefit.

Dear marunowskin,

Regrettably, despite our extensive efforts, this mediation has been unsuccessful. The casino has not demonstrated any willingness to revisit their decision.

As such, I will now proceed to close the complaint as unresolved.

We understand that this is not the outcome you were hoping for. However, please note that unresolved complaints do impact the casino's rating, which can influence their future approach to dispute resolution. Should the casino choose to re-evaluate this matter at a later stage, we will reopen the case and notify you by email.

I sincerely apologize that we could not offer a more favorable resolution on this occasion.

Best Regards,

Kubo