The player from Denmark faces issues withdrawing funds from Bruce.bet after experiencing a significant win. Although he verified his account and successfully completed previous withdrawals, the casino removed 17,762 DKK from his winnings citing a newly updated maximum win limit of 200% of the bonus amount, which was not disclosed to him. He expresses frustration over the lack of communication and inconsistent application of terms by the casino.
Igrač iz Danske se suočava sa problemima sa povlačenjem sredstava sa Bruce.bet nakon značajne pobede. Iako je verifikovao svoj nalog i uspešno završio prethodna povlačenja, kazino je uklonio 17.762 DKK iz njegovog dobitka navodeći novo ažurirano ograničenje maksimalnog dobitka od 200% iznosa bonusa, što mu nije otkriveno. On izražava frustraciju zbog nedostatka komunikacije i nedosledne primene uslova od strane kazina.
Počeo sam da igram na Bruce.bet 27. avgusta 2024. i nikada do sada nisam imao problema. Verifikovao sam svoj nalog i napravio otprilike 123 depozita u kazino. Za to vreme sam takođe imao sreće i nekoliko puta sam pobedio i dobio 13 uspešnih povlačenja (sve su bile više od 200% iznosa bonusa). Moje poslednje uspešno povlačenje bilo je 29. marta, a problem je počeo kada sam pokušao da se povučem 1. aprila (opklada je, naravno, završena).
Mogu da ponudim dokaz ako je potrebno.
Međutim, nakon moje poslednje pobede, uklonili su 17.762 mojih dobitaka, pozivajući se na neke uslove o tome da mogu da osvojim maksimalno 200% iznosa bonusa. To nikada ranije nije bio problem, i to se ne oglašava na bonus ponudama, niti sam o tome obavešten na bilo koji drugi način.
Izgleda da su ažurirali T&C u martu 2025. i samo se pozivaju na ovo svaki put kada pokušam da pitam šta se dogodilo. Smatram se prilično lojalnim kupcem, tako da sam bio malo šokiran, da budem iskren. Da me nisu hteli kao kupca, mogli su samo da me obaveste i ne čekaju da pobedim. Stalno su mi nudili bonuse na imejlu, Telegramu, u mobilnoj aplikaciji i telefonskim pozivima.
Imao sam potpuno isti problem sa gospodinom Betom samo 2 dana pre manjeg dobitka gde su skinuli 845 DKK.
Posle ovoga, pozvao sam prijatelja da se prijavi i pitao podršku koji su uslovi za maksimalni dobitak za različite ponude, a oni nisu jednom rekli o maksimalnom dobitku od 200% na iznos bonusa, već su dali neke vrlo nejasne opise (imam dokaz).
Znam da sam bio na grijanju poslednjih mesec dana, ali pre toga sam imao dug period gubitka od 2 meseca i igrao sam u dobroj nameri.
I started playing on Bruce.bet on the 27th of August 2024 and never had any issues up until now. I've verified my account and made approximately 123 deposits to the casino. During this time, I have also been lucky and won a few times and gotten 13 successful withdrawals (all of them were more than 200% of the bonus amount). My last successful withdrawal was on the 29th of March, and the problem started when I tried to withdraw on the 1st of April (the wager was, of course, completed).
I can offer proof hereof if needed.
However, after my latest win, they removed 17.762 of my winnings, referring to some terms about that I could win a maximum of 200% of the bonus amount. That has never been an issue before, and it's not advertised on the bonus offers, nor has it been informed to me any other way.
Looks like they updated the T&C in March 2025, and they just refer to this every time I try and ask what happened. I consider myself quite a loyal customer, so I was a bit shocked, to be honest. If they didn't want me as a customer, they could just have informed me and not waited till I won. They kept offering me bonuses on email, Telegram, in the mobile app, and on phone calls.
I had the exact same issue with Mr. Bet just 2 days prior on a smaller win where they removed 845 DKK.
After this, I got a friend to sign up and asked the support what the max win terms are for the different offers, and they did not once tell about the 200% max win on the bonus amount but gave some very vague descriptions (I have proof).
I know I have been on a bit of a heater the last month or so, but before that I had a long losing period of 2 months and I've been playing in good faith.
Zdravo allanjensenmt,
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa kazinom Bruce Bet. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Radujem se vašem odgovoru.
pozdrav,
Nick
Imajte na umu da Casino.Guru nikada neće tražiti bilo kakve uplate niti tražiti pristup vašim nalozima. Ako neko tvrdi da je Casino.Guru osoblje i traži takve radnje, nemojte davati nikakve informacije.
Jedini legitiman način na koji ćemo vas kontaktirati je putem ove zvanične platforme za žalbe ili putem e-mail adresa navedenih u vašoj niti za žalbe.
Budite oprezni i kontaktirajte nas direktno ako imate bilo kakvih nedoumica.
Hello allanjensenmt,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bruce Bet Casino. Please allow me to ask you a few more question before we would move forward.
Looking forward to your answer.
Regards,
Nick
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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.
zdravo
naravno,
1) 28. marta
2) Ne, bonusi se menjaju na dnevnoj bazi
3) Verujem da je to bio i 28. mart jer sam imao problema sa nekim besplatnim okretima koje sam dobio u kombinovanom bonusu depozita/besplatnih okretaja. Dobici nikada nisu uplaćeni na moj račun (mada mali iznos) i nikada nisam dobio odgovor od korisničke podrške po ovom pitanju. Tada sam osvojio otprilike 11.000 DKK na moj sledeći bonus na depozit koji je isplaćen, što je napustilo maksimalnu pobedu od 200% koju su mi nekoliko dana kasnije nametnuli.
Hi,
Of course,
1) 28th of March
2) No the bonuses change on a daily basis
3) I believe it was also the 28th of March because I had issues with some free spins I got in a combined deposit/free spins bonus. The winnings never got credited on my account (small amount though) and I never heard back from customer support in this matter. Then I won approx 11.000 DKK on my following deposit bonus that was paid out which exited the 200% max win they a few days later enforced on me.
Zdravo allanjensenmt,
Prema našem poslednjem pregledu kazino bonusa - koji je bio 27.3. - maksimalni dobitak od 200% je već bio aktivan.
To nije direktno navedeno u njihovim uslovima, već u opisu pojedinačnih bonusa.
Nažalost, kazino nije u obavezi da obavesti igrača o bilo kakvim promenama jer igrači treba da pročitaju uslove svih specifičnih bonusa koje traže.
Postoji li još nešto sa čime bismo vam mogli pomoći?
pozdrav,
Nick
Hello allanjensenmt,
According to our latest review of the casino bonuses - which was on 27.3. - the 200% max win was already active.
It is not specified directly in their terms and conditions but rather at the description of individual bonuses.
Unfortunately, the casino is not obligate to inform the player about any changes as players should read the terms of all the specific bonuses they claim.
Is there anything else we could assist you with?
Regards,
Nick
Zdravo, možda je ipak bilo 29. marta, isplaćeno mi je 11.500 DKK na još jedan bonus koji je bio iznad 2k bonus vrednosti, tako da izgleda kao da je to nešto novo što koriste da ne isplaćuju određene igrače.
CasinoGuru:
"To nije direktno navedeno u njihovim uslovima, već u opisu pojedinačnih bonusa"
Ovo nije tačno. Kada aktivirate bonus ništa ne piše o ovome u uslovima za individualni bonus, međutim nakon moje pobede sam saznao da se nalazi u T&C-u nakon milja i milja teksta i to nije bio problem ranije kada sam igrao (pretpostavljam da je to nešto novo što su dodali jer mi ranije nije bio problem). To nekako daje kazinu carte blanche da ukloni bilo koji dobitak koji želi i oni dezinformišu o tome. ako tražite podršku, neće vam reći za ovo pravilo.
Takođe sam dao prof za to kada sam otpremio datoteke (sada nemam opciju da to uradim kada odgovaram)
Kazino Guru:
„Nažalost, kazino nije u obavezi da obavesti igrača o bilo kakvim promenama jer igrači treba da pročitaju uslove svih specifičnih bonusa koje traže."
Uvek čitam uslove za bonus pre nego što ih aktiviram.
Takođe vidim da drugi igrači u odeljku za žalbe gurua kazina imaju slične probleme gde vi idete dalje sa kazinom.
Kako kazina kao što su Mr.bet i Bruce.bet mogu imati tako visoke rejtinge, kada namerno pokušavaju da budu nejasni oko uslova.
Da sumiramo sve:
Hi, it might have been however the 29th of March i got paid out 11.500 DKK on a another bonus that was above the 2x bonus value so it seem like it's something new they use not to pay out certain players.
CasinoGuru:
"It is not specified directly in their terms and conditions but rather at the description of individual bonuses"
This is not correct. When you activate a bonus nothing is written about this in the terms for the individuel bonus, however I found out after my win that its located in the T&C after miles and miles of text and this was not an issue earlier when i played (I guees it's something new they added since it was not a problem for me before). It kindda gives the casino carte blanche to remove any winnings they want and they are misinforming about this. if you ask support they will not tell you about this rule.
I also provided proff for that when I uploaded files (Now i don't have the option to do so when answering)
Casino Guru:
"Unfortunately, the casino is not obligate to inform the player about any changes as players should read the terms of all the specific bonuses they claim."
I always read the terms for the bonus before i activate them.
I also see other players in the casino guru complaint section having similar problems where you guys are taking it further with the casino.
How can casinos like Mr.bet and Bruce.bet have such high ratings, when they deliberately try and be unclear about the terms.
To sum it all up:
Zdravo allanjensenmt,
Ako imate bilo kakav dokaz da termin nije bio naveden u njihovom terminu kada ste preuzeli bonus, molimo vas da ga prosledite na nikolas.b@casino.guru .
pozdrav,
Nick
Hello allanjensenmt,
If you have any evidence that the term was not stated in their term when you have claimed the bonus, please forward it to nikolas.b@casino.guru.
Regards,
Nick
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Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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