Hi,

My account at this casino was closed after I made a win. When I tried to log in, a message appeared saying I had violated their terms and conditions, but I don’t understand how that’s possible since I haven’t done anything wrong.

They claimed to have evidence that my account is being operated systematically with other accounts, but I don’t have any other account. I believe this is a mistake or that they might be trying to scam me. There’s simply no other explanation.

I am requesting your help in retrieving my funds, and I would also like them to provide the evidence they mentioned showing that I violated the terms, as they claim to have it.

Thank you

Dear 3Shaun88,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask a few questions to clarify your situation:

• Have you completed the full KYC verification process?
• Did you accumulate your winnings with or without a bonus?
• What types of games did you play?
• Could you please forward me the email you received from the casino explaining why your account was blocked? My email address is [email protected].

I hope we can help resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi, I didnt complete KYC as my account was blocked before i could do so. I uploaded required documents for verification, but my account was closed before i could complete it. I used their welcome bonus and won, and I played only slot games. They didnt send me any official email notifying me about the closure of my account, i found out about it when i tried to log in. I will send you a screenshot of the message that pops up when i try to log in. Thank you.

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?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Hi, I don't use a VPN, and no one in my household plays in a casino

Thank you very much, 3Shaun88, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([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.

Hello, 3Shaun88! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Dear Pavel,

We have sent you an e-mail regarding this case and we would be grateful if you could check your e-mail. Thank you in advance. 

We have requested the casino to do a deeper investigation, therefore, I am extending the timer.

Dear Pavel,

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

We need to extend the timer for 7 more days as we are still trying to find a way to get more evidence.

BruceBet Casino,

We have asked our affiliate manager to reach out to you in order to provide information about significant Safety Index decrease in case evidence will not provided in all of four active complaints regarding the mentioned "group" of players. We have decided to give it 7 last days, after which we will close the complaint as unresolved.

Dear Pavel,

You haven’t replied to our last email in which we clearly explained our position. Please respond and let us know why the provided evidence was not considered sufficient. Our team is currently working on gathering as many facts and details as possible regarding the violations.

Dear BruceBet Casino,

I have provided you a response just know.

Dear Pavel,

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.

I have replied to your last e-mail.

Dear Pavel,

We have addressed your questions in our last email—please kindly check your inbox. Let us know if anything remains unclear.

Dear BruceBet Casino,

Dear 3Shaun88,

Unfortunately, the casino was unable to provide any kind of sufficient evidence. They claimed that there is a clear connection between the player, with which we can agree. The fact with which we cannot agree is that these player have gained any advantage over the casino at all. They have made bigger that average deposits (from the casino's words), risked their real money, played with bonus funds, while not breaching any rule and then just won. The biggest supporting evidence which the casino provided was that the players have received advantage by using bonuses, which the casino provided to them.

Also, we have mentioned multiple times that there are ways to prove if these players indeed behaved unfairly, but such suggestions were ignored, and, instead, we only received the same ridiculous attempts on trying to persuade us that what these players made is unfair.

Our stance in every such case is that if there is a group of players which use casino's bonuses and risk their real funds along with it, the casino can always close their accounts, but it is not a reason to confiscate their already claimed legitimate winnings. Such behavior is simply unfair.

3Shaun88, the casino is licensed by the Curacao Gaming Control Board, which does not have a complaint resolution service for players, so I cannot recommend you to lodge a dispute with the regulator. However, I hope that the casino will reconsider their position after we close all complaints. I am sorry I could not be more of help.

Respectfully,

Pavel K

Casino Guru Team