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Good Day.

I received a VIP deposit bonus, which promised me 60 free spins for a deposit of at least 30€. These were manually added for me. There is no maximum cashout for this bonus, and I thoroughly read the bonus terms and conditions. After utilizing the 60€, I had a bonus balance of 12€ that needed to be wagered 30x over two days. I successfully wagered this bonus and had reached a balance of 250€ by the end. However, once the bonus was fully wagered, my balance reduced to 50€. Upon querying this in the live chat, it was discovered that an error had been made and the incorrect free spins had been credited to me. The chat associate then offered me even more free spins without a max cashout, which I declined, asking instead for the 200€ to be credited back. This request was neglected and denied. It is clear that the mistake was made by the casino chat associate, who credited the wrong free spins to my account. 

Guten Tag.

Ich habe eine Vip Einzahlung bekommen, dass ich 60 Freispiele für eine Einzahlung von mindestens 30€ erhalte. Diese wurden mir manuell hinzugefügt. Für diesen Bonus gibt es kein Max Cashout, ich habe die Bonusbedingungen gründlich durchgelesen. Nach abspielen der 60€ hatte ich 12€ Bonusguthaben, dass innerhalb von zwei Tagen 30x umgesetzt werden muss. Ich habe den Bonus umgehend erfolgreich umgesetzt und hatte zum Ende 250€ Guthaben. Als der Bonus komplett umgesetzt war, wurde mein Guthaben auf 50€ reduziert. Daraufhin habe ich im Livr Chat nachgefragt und der Mitarbeiter hat einen Fehler gemacht und mir doe Falschen Freispiele gutgeschrieben. Daraufhin wollte der Chat Mitarbeiter mir nochmals die richtigen Freispiele ohne Max Cashout gutschreiben, die habe ich abgelehnt und darum gebeten mir die 200€ gutschreiben, dass wurde mir nicht gewert und abgelehnt. Das war aber definitiv die Schuld vom Chat Mitarbeiter, der mir die falschen Freispiele gutgeschrieben hat.

Dear esox505,

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

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

Could you please specify which bonus have you redeemed in the casino? Please share with us a link to the bonus or a screenshot of the bonus and bonus rules.

Could you please share your communication with the casino regarding the issue? Please send the information to my email at tomas@casino.guru or alternatively post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Many thanks for the help. Here are some screenshots of the communication with the casino and the Vip Bonus. Also the screenshot where the live chat employee wants to credit me with the bonus again, but this time without max cashout. So he admitted that he credited the wrong bonus first.

Vielen Dank für die Hilfe. Hier sind einige Screenshots der Kommunikation mit dem Casino und vom Vip Bonus. Auch der Screenshot, wo der Livechat Mitarbeiter mir nochmals den Bonus gutschreiben möchte, aber diesmal ohne max cashout. Somit hat er ja zugegeben, dass er zuerst den falschen Bonus gutgeschrieben hat.

Here are all bonus terms and conditions. The €50 max cashout only refers to free spins no deposit, free spins for sign up, free spins for first, second and third deposit. There is no max cashout for these VIP free spins that I received. I have received these free spins before.

Hier sind alle Bonusbedingungen. Die 50€ max Cashout beziehen sich nur auf Freispiele ohne Einzahlung, Freispiele für die Anmeldung, Freispiele für die erste, zweite und dritte Einzahlung. Für diese Vip Freispiele die ich erhalten habe, gibt es kein max cashout. Ich habe diese Freispiele schon öffters erhalten.



Could you please share the chat transcript where the casino justified the reduction of your balance due to incorrectly credited spins?

Did the casino specify which spins were you supposed to receive and could you please specify which spins have you received instead?

You can post the information in the complaint thread here or alternatively send it to my email at tomas@casino.guru

I don't get a chat log. But I have screenshotted the chat history chronologically. I received the 60 free spins, but with a max cashout of €50. But it should be without max cashout. That was the chat agent's mistake.

Ein Chatprotokoll bekomme ich nicht. Ich habe aber den Chatverlauf chronologisch gescreenshotet. Ich habe die 60 Freispiele erhalten, allerdings mit einem Max cashout von 50€. Es sollten aber ohne max Cashout sein. Das war der Fehler vom Chat Mitarbeiter.

Thank you very much, esox505, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.  

Hello there,

Thank you esox505 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bruno Casino for their help in resolving this complaint. We would like to know why was the player's balanced reduced and what can we do to help resolve this issue.

Thank you!

Dear Miro

We hope this message finds you well. We sincerely apologize for the inconvenience you have faced regarding the VIP deposit bonus and the subsequent issue with the free spins. Your feedback is invaluable to us, and we are committed to resolving this matter to your satisfaction.

We deeply regret any misunderstanding or miscommunication that occurred during this process. We take your concerns seriously and would like to assure you that we are actively investigating this matter with our management team. Your experience is of utmost importance to us, and we are dedicated to rectifying any errors or discrepancies that may have occurred.

Please rest assured that we are working diligently to address the situation and provide you with a comprehensive response. Your understanding and patience during this process are greatly appreciated.

Once we have thoroughly reviewed the details and have a resolution in place, we will be reaching out to you promptly with a comprehensive response. We are fully committed to ensuring a fair and satisfactory outcome for you.

Thank you for your understanding and cooperation.

Best regards,

Bruno Casino Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

Thank you for bringing this matter to our attention. After reviewing the situation, we've identified that €144.14 was indeed added to your account due to the incorrect max win subtraction related to the bonus "PROMO CASINO: 60 Free Spin Bonus (T3,11.08 - 13.08) RESULT."

Also, please note that the player also withdraw 100 euro, so everything is fair from our side.

If you have any further questions or need assistance with anything else, please don't hesitate to reach out to our support team via live chat. We are here to provide all the necessary evidence and address any concerns you may have. Your satisfaction as a valued player is of utmost importance to us.

Thank you for your understanding, and we apologize for any inconvenience this may have caused.

Best regards,

Bruno Casino Team.

Thank you very much for the update. Dear esox505, let us know if your issue has been resolved successfully or if you need any further assistance. Thank you in advance!

Many thanks to the Casino Guru team, the case can be closed. I received the money

Vielen Dank an das Casino Guru Team, der Fall kann geschlossen werden. Ich habe das Geld erhalten

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter