In February 2025, I claimed a 100% deposit bonus + 50 free spins on Book of Cats through Bruce Bet. I made a deposit, completed all wagering requirements, and ended up with over NZD $8,000 in my account.

When I attempted to withdraw, Bruce Bet withdrew NZD $6,615.03 from my balance without clear explanation, stating there was a maximum withdrawal limit of $600. I was never shown or made aware of this limit when claiming the bonus, and I requested proof repeatedly.

Support continued to stall, citing "bonus terms provided in a file," which turned out to be generic and inaccurate — it didn’t reference the specific bonus I had activated or show any valid withdrawal cap. In fact, my bonus history screenshot showed a $300 cap, not $600, further contradicting their own response.

When I asked why over $1,500 was left in my balance — despite their claim of a $600 max withdrawal — support gave no clear answer. This shows the bonus cap was either misapplied, inconsistent, or unjustified.

I submitted multiple requests for:

A full timestamped copy of the bonus terms at time of activation

A clear transaction breakdown of the deduction

An explanation for the inconsistencies in the applied cap

To date, none of these have been provided. I have also contacted Cura?ao eGaming, but their website and complaint system are either non-functional or ignored.

This appears to be a serious breach of player trust and fair gaming practices. Bruce Bet continues to stall and refuse transparency around a significant amount of withheld winnings.

Dear G-Wizz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bruce Bet Casino.

Please note that Curacao eGaming has been a defunct license since, I believe, 1/2025. The casino is licensed under GCB http://www.kpvfaw.com/licensing-authorities/curacao-license

I checked the terms and conditions found on the website and found this:

3.6.3. The maximum amount that can be withdrawn from bonus funds is capped at 200% of the bonus amount. Any winnings beyond this limit will not be eligible for withdrawal and will be voided.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain how much you deposited and how much the casino contributed to your balance in bonus money?
• Could you please explain which contradictory information you received? Could you please share any screenshots with supporting evidence?

Share screenshots here or submit information to my email at [email protected]

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com 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 Tomas,

Thank you for your support. I’ve sent a full response to your email along with the compiled evidence document, as requested.

Please confirm once received, and let me know if you need any further clarification or documentation.

Kind regards,

G-Wizz

Thank you very much, G-Wizz, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) 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.

Hi Tomas,

Thank you for your assistance so far and for forwarding my case to Jozef. I appreciate the support and the professionalism you’ve shown throughout this process.

I’ll await further correspondence from Jozef and remain available to provide any additional information needed to help resolve this matter.

Thanks again,

G-Wizz

Dear G-Wizz,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hi Jozef,

Thank you for taking over my case and for reaching out to the casino team.

I’ll await any updates from your side and I appreciate your help in pursuing a fair resolution.

Kind regards,

G-Wizz

Dear Jozef,

Please consider our recent email with the explanation regarding the user's case.

Dear Bruce Bet Casino Team,

I have just responded to your email.

I am extending the timer by 7 days till the communication finishes.

Dear Bruce Bet Casino Team,

I wanted to follow up as I haven’t heard back—have you received my reply?

Looking forward to your response.

Dear Jozef,

Yes, we have received your response and have provided the additional information you requested earlier.

We would appreciate it if you could review the details at your earliest convenience.

Dear G-Wizz,

I confirm receiving the evidence from the casino team. Based on the information provided, you deposited 52.5NZD and claimed a 100% bonus along with 50 free spins in the Book of Cats game. By clicking on the (i) icon, you can see the description of the bonus, which clearly mentions a maximum withdrawal limit. Therefore, the casino had every right to apply this cap.

Although you did deposit real money, this occurred only after your balance had already exceeded 8,000 NZD.

It is also important to note that you retained bonus balances from two other no-deposit bonuses. However, since their wagering requirements had not yet been fulfilled at the time, those funds remained as bonus balance. Additionally, due to a technical issue, the adjustment made to your balance did not fully match the intended correction, resulting in you receiving a higher amount than planned. This discrepancy is the reason behind the confusion. Please note that the excess amount was not confiscated later.

I fully understand that this situation is disappointing — believing you won a substantial amount only to find out it was not entirely accurate. However, maximum cashout limitations from bonuses are standard practice, and from what I can see, most bonuses at this casino include such limitations. Therefore, I must consider the casino's actions as justified.

I have reached out to the casino team to request permission to share evidence showing when and where the maximum withdrawal limit was visible during the bonus claim process. If they approve, I will forward it to you.

Is there anything else I can assist you with?

Dear Jozef,

Thank you for your detailed reply and for relaying the information from Bruce Bet’s team.

While I acknowledge your explanation regarding the deposit timing and the technical discrepancy in the adjustment, I must stress again that I was not presented with any visible maximum withdrawal condition at the time of claiming the 100% bonus + 50 FS. At no point was I shown a prompt, required to click to accept specific bonus terms, or made aware of any such cap. This directly contradicts the casino’s claim that it was visible via the (i) icon — and no timestamped proof has been provided to demonstrate that.

The internal logs also conflicted — showing a $300 cap in one record and a $600 cap in another — while over NZD $1,500 remained post-correction. That remains inconsistent with either figure, and the logic behind this discrepancy has not been clarified.

I appreciate your effort to request permission to share the original bonus terms as they appeared at the time of claim. I will wait to review this before accepting any final decision.

Thank you again for handling this transparently.

Kind regards,

G-Wizz

Dear G-Wizz,

As confirmed by the casino team, I have forwarded you the video showing how the maximum withdrawal can be viewed. While I believe it would be much more user-friendly to display such an important detail directly on the activation card, the current setup is still considered acceptable, as it aligns with common standards across most casinos. Can I help you with anything else, or can I close this case?

Appreciate your help Jozef and the Guru team.

Happy to close the case, thanks again.

G-Wizz

Dear G-Wizz,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards, Jozef