Bruce Bet Casino - Печалбите на играча се конфискуват поради забавени актуализации на срока.

I haven't had any issues with brucebet since verifying and have withdrawn multiple times.

After completing wagering, I had won 4,900 from a deposit made on the 21st of march. The withdrawal was taking a while to hit my bank so I checked on it a week after making it and I find out its been reversed and my balance has been adjusted to 900. There is a note on on the manual adjustment saying 3.6.3.

I go to the terms and find out there is now a 200% maximum withdrawal from bonuses (so either deposit + bonus x2 or bonus x3). This is not made clear when you are depositing (there is a little info section for each bonus) and this term must have been added extremely recently.

Reputable casinos notify the player that the terms have been updated and ask them to re-agree to them before continuing to use the website. This kind of popup was not present at BruceBet and players, including myself, were not notified of this new term.

Further, the terms had a "May 2023" at the bottom which would indicate that that was the last time they were changed, despite the terms being modified to add this term and to change the name of the company that owns the casino. I went on live chat and asked them to confirm a date that the term was added and they refused to do so. As a precaution I archived the webpage using the wayback machine https://web.archive.org/web/20250328075741/https://bruce.bet/terms and you can see the terms say May 2023.

This term was added to Mr.Bet, Bruce.Bet and Spin.City which are all sister sites of each other. It can be assumed with some level of confidence that the change happened on the same day to each site.

https://web.archive.org/web/20250219113817/https://bruce.bet/terms The last archive for bruce.bet shows the term was not present as of February 19th.

https://web.archive.org/web/20250317065747/https://mr.bet/terms the last archive for mr.bet shows the term was not present as of March 17th.

It is not fair to remove my winnings for the following reasons.

1. I was not notified of an extremely important change to the terms and conditions
2. The date in the terms and conditions was not updated to reflect the change until after I had communicated with them regarding the reduction of my balance. The date does not specify a specific day either so they may try to apply the term to any outstanding withdrawals originating from march
3. They refuse to state a specific date the term was added and I believe this is to hide the fact that the term is being applied retroactively to my win (lets say the term was added on the 25th and my win was on the 21st/22nd as an example)

Such a low win cap is an extremely extremely massive change and it is entirely unfair to make the change in the fashion that they have.

They need to confirm the ACTUAL day the terms page was modified and as the terms date was only updated at some point after the 28th of march, I believe that only then can the terms be applied as such going forward.

Dear gabbern99,

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

• Could you please specify which bonus you activated and played with? Did you activate this bonus on 21 March together with your deposit?
• Have you activated any deposit bonuses at this casino before?
• When was the last time you checked the Terms and Conditions of Bruce Bet Casino?
• Do you have any saved terms and conditions from the casino that don’t mention a maximum cashout for deposit bonuses?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Could you please specify which bonus you activated and played with? Did you activate this bonus on 21 March together with your deposit?

Yes it was automatically attached to my deposit. The Blessing of St. Patrick: 100% + 25 spins in Forty Fruity Million 21/03/2025 23:53

Have you activated any deposit bonuses at this casino before?

All the time.

When was the last time you checked the Terms and Conditions of Bruce Bet Casino?

I always check the terms to see if the games I play have been added to the banned game list. I do not remember seeing this term on the 21st. I did not take a picture or download the terms at the time because you don't really expect a casino to retroactively apply stuff, you know?

Do you have any saved terms and conditions from the casino that don’t mention a maximum cashout for deposit bonuses?

In my initial message I have linked archived web pages from the 19th of february and the 17th of march on brucebet and mrbet respectively.

I have also linked the archive I made myself the day I livechatted them about the issue when they refused to provide a date/time of the change. They have since changed the terms to show March 2025 afterwards but at the time the adjustment to my balance was made, the terms still erroneously stated May 2023.

Based on the other complaints regarding this issue, I believe they added the term on the 26th and subsequently started adjusting balances.

https://web.archive.org/web/20250219113817/https://bruce.bet/terms - no term 3.6.3 (cap)

https://web.archive.org/web/20250328075741/https://bruce.bet/terms - term present but terms dated may 2023

https://web.archive.org/web/20250317065747/https://mr.bet/terms - no term 3.6.3 (cap) on the sister site to brucebet.

I know These are sister brands because the MrBet Partners affiliate linked in page makes it apparent. https://www.linkedin.com/company/yourmbpartners/

Thank you very much, gabbern99, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([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 there,

Thank you gabbern99 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bruce Bet Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear Peter,

The user successfully received a win from the deposit bonus, which has resulted in an appropriate balance adjustment in accordance with our rules, specifically rule 3.6.3. This adjustment ensures that all account activities comply with our established terms and conditions.

You can find the date of the most recent update to our site's terms on the terms and conditions page on our website.

Since the user's win occurred after the rule was added, and they subsequently created a withdrawal request, their balance was adjusted in line with our policies. I can also confirm that remaining withdrawal of 900 CAD has been successfully processed.

If you have any further questions or need additional assistance, please feel free to reach out.

You can find the date of the most recent update to our site's terms on the terms and conditions page on our website.

As I proved with my archived webpages, the terms and conditions did not show a 2025 date at the time of the balance reduction.

Since the user's win occurred after the rule was added, and they subsequently created a withdrawal request, their balance was adjusted in line with our policies. I can also confirm that remaining withdrawal of 900 CAD has been successfully processed.

Would you be so kind to commit to a specific date in writing? By leaving it vague as March 2025 (as mentioned, not in the terms at time of reduction), you can apply it to many people. I believe you are avoiding specifying a day so you can apply a reduction to as many people as possible. If you commit to a date you will have to backtrack on some.

Casino Guru, I urge you to be responsible to your players and get a date of the terms change publicly mentioned

Hello gabbern99,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you to both parties for the update.

Dear Bruce Bet Casino representative, would it be possible to share the date when this rule was added to the terms and conditions? Thank you in advance!

I can't see Bruce Bet committing to a date. Their whole strategy with this has been to avoid saying one anywhere so that they can apply the rule to as many instances as possible. Theres 4-5 complaints atleast on guru about this specific term and how it was added. If they confirm the date was say, the 23rd or the 18th or something here then if this complaint is fully public, the other complainants can use that information to prove that bruce bet can't apply the term to their situation.

Therefore I believe Bruce Bet will continue to avoid answering this question in order to deny as much winnings as possible, which will likely lead to quite a few demerit points being added to their score!

It's a simple question with a simple answer but answering it costs them money so they wont.

Dear Peter,

We have recently implemented changes to our product. As a result, the Terms and Conditions now include timestamps indicating when specific clauses were added or updated. Specifically, sections 3.6.2 and 3.6.3 were added on 19.03.2025.

I'm glad you have actually stated a date, however I believe my argument still has merit due to the way the terms change was handled. Mainly the lack of a notification which warns you about the change and "forces" you to read them (click a button saying i agree). This is standard at many other casinos I've played at such as comeon.

I also think that as the terms were date-stamped "may, 2023" as per the archived version of your terms page, a term that was added on the 19th of march 2025 cannot be applied. Since i've been playing happily for months with no 200% limits on cashouts, simply checking the terms before i play each time by looking at the date to see if a change has happened would have still resulted in this 4000 removal as I would have thought he terms were the samea s they were a month or two ago.

Dear gabbern99, I have requested additional evidence in regards to this rule change. I will keep you updated about any new developments. Thank you for your patience during this time!

Thank you for providing the evidence regarding the rule update Bruce Bet Casino representative. While this clearly confirms that the rule was added to the terms and conditions on March 18, 2025, we believe that, in the interest of transparency and a better player experience, such important changes should be communicated more prominently. Ideally, this information should be displayed directly within the bonus conditions or presented via a pop-up or notification when a player attempts to activate the bonus. We recommend implementing such measures to help prevent misunderstandings like this in the future.

Dear gabbern99, the casino has provided documentation from their back office confirming that the rule in question was added to the bonus terms on March 18, 2025. While we believe such changes should be clearly communicated, the casino has demonstrated that the rule was in place at the time you claimed your bonus. With that in mind, the casino has acted in accordance with its terms and conditions, and your winnings have been capped as accordingly. I understand this outcome may be disappointing, and I regret that I couldn't provide a more favorable resolution. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter