Bruno Casino - Spilleren anmoder om en refusion.

Hello esox505,

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

Could you please advise if your account is already verified and if yes, since when exactly? How much did you set as your deposit limit and when exactly did you set it? When was the last time you spoke to the casino and what was it about?

Please forward a proof that you had set a deposit limit and your deposit list within the casino to nikolas.b@casino.guru.

Also based on the video you forwarded you still had 30€ limit so depositing 18€ obviously worked.

Looking forward to your answer.

Regards,

Nick

Good day.

First of all, thank you for taking care of my problem. So I've had the deposit limit for a long time, about three weeks. I am fully verified at the casino. I have already written to the casino about this and they have refused my request for a refund. In the video I show that the bar doesn't move no matter how much I deposit. I sent him the deposits to the email address.

Kind regards, Mirko S****

Guten Tag. 

Erstmal vielen Dank das Sie sich mein Problem abgenommen haben. Also das Einzahlungslimit habe ich schon seit längerer Zeit circa drei Wochen. Ich bin vollständig verifiziert bei dem Casino. Ich habe habe mit dem Casino darüber schon geschrieben und sie haben meine bitte mir das Geld zu erstatten abgelehnt. In dem Videos zeige ich das sich der Balken nicht weiter bewegt, ganz egal wie viel ich einzahle. Ich habe ihn die Einzahlungen an die Email Adresse geschickt.

Mit freundlichen Grüßen Mirko S****

Hello esox505,

Is there actually any processed deposit above the deposit limit? If yes, can you please forward it?

Please understand that the video you provided is not sufficient evidence as you did enter an amount which was still allowed.

If I have a deposit limit of €30 then I can deposit €30 an infinite number of times and the progress bar will not advance.

Wenn ich ein Einzahlungslimit von 30€ habe dann kann ich unendlich öft 30€ einzahlen und der Vortschritsbalken geht nicht weiter.

I could make you more videos but I don't want to make any more deposits at this casino.

Ich könnte Ihnen noch weitere Videos machen aber ich möchte keine weiteren Einzahlungen mehr im diesem Casino vornehmen.

As long as you enter an amount below €30, you can deposit as often as you like.

Solange man ein Betrag eingibt der unter den 30€ liegt, dann kann man unendlich öft einzahlen.

Here I had a deposit limit of €100 and could always deposit more.

Hier hatte ich ein Einzahlungslimit von 100€ und konnte auch immer weiter einzahlen.

Hello esox505,

Thank you for the information provided so far. As we will definitely need more details from the casino, your complaint will be now forwarded to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

OK thank you

Ok Dankeschön

Dear esox505,

I am so sorry to hear about your issue with the deposit limit. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Bruno Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Bruno Casino,

Could you please state why the player's deposit limit doesn't work? Is there any technical problem with that?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello everyone!

The player used the crypto option as a deposit method, that's why the limits were not working. We must refer to our T&Cs - ''Kindly note that due to the nature of cryptocurrencies, deposit limits cannot be applied to the deposits made through payment systems. If you want to limit your gambling in the Casino, please use any other available option''.The player was informed right after the investigation over his not working limits was made.

Best Regards,

Bruno Casino Team.

That's a lie, strangely enough, the deposit limit suddenly also works with crypto payments. I deposited with crypto yesterday and now the progress bar is working when I deposit. So it was cheating before.

Das ist eine Lüge, komischerweise funktioniert auf einmal das Einzahlungslimit auch mit Krypto Zahlung. Ich habe gestern mit Krypto eingezahlt und nun funktioniert der Vortschrittsbalken wenn ich einzahle. Also war es vorher Betrug.

Dear Bruno Casino,

Is this information provided by the player correct? Is it possible to set a deposit limit while depositing with cryptocurrencies?

I am looking forward to your response.

Kind regards,

Stefan

It definitely works now with crypto deposit too.

Es funktioniert definitiv jetzt auch mit Krypto Einzahlung.

Hello everyone!

We have checked this case thoroughly one more time and came to conclusion that it was a mistake from our side. The disputed amount was refunded, thank you y'all for the cooperation. We will take into the consideration your suggestions and will try our best to improve our product!

Best Regards,

Bruno Casino Team.

Good day.

I still haven't received the money back. You wrote me two weeks ago that you want to send me the money back. But to date I have not received any money back.

Guten Tag.

Ich habe das Geld immer noch nicht zurück erhalten. Sie haben mir vor zwei Wochen schon geschrieben, dass Sie mir das Geld zurück schicken wollen. Ich habe aber bis heute noch kein Geld zurück erhalten.

Dear Bruno Casino,

Could you please let us know once you send the player a refund?

I am looking forward to your response.

Kind regards,

Stefan

Hello everyone!

The refund has been processed.

Best Regards,

Bruno Casino Team.

Bruno Casino, please provide proof that the refund has been issued. I still haven't received a refund.

Bruno Casino, bitte stellen Sie ein Nachweis zur Verfügung, dass die Rückerstattung veranlasst wurde. Ich habe immer noch keine Rückerstattung erhalten.

Dear esox505,

It may take some time until you receive the funds. Please let us know once you receive the payment.

Your patience is much appreciated.

Kind regards,

Stefan

I received the money. Many thanks to Casino Guru for the help.

Ich habe das Geld erhalten. Vielen Dank an Casino Guru für die Hilfe.

Dear esox505,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan