The player from Germany had been attempting to submit documents for weeks for a payout. However, the casino consistently replied that the images were not visible enough, the IBAN couldn't be recognized, or the name couldn't be seen properly, which led to suspicions of fraudulent practices. After several interactions and guidance from the Complaints Team, the player successfully submitted the necessary documents and expressed relief and gratitude. The issue was subsequently marked as 'resolved' by the Complaints Team.
Bruce Bet Casino - Player can't successfully submit verification documents for a payout.
Amount: €4,800
Bruce Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
For weeks I've been trying to submit my documents for the payout. The usual responses are that the images are not visible, the IBAN can't be recognized, or the name can't be seen improperly. I am gradually feeling conned and stupid. I'm not so foolish as to not be able to take a photo of my credit card. I suspect fraud.
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9 months ago
Hello sisdagi,
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.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Hallo nick
ich habe bestımmt 6 bis 8 mal dokumente hochgeladen also mal 48 std dauert eine übeeprüfung ich habe semtliche dokumente wie reise pass aufenthalt karte gesundheit karte führerschein normale bank karte dan viza karte strom Rechnung ausweiss dokumente an mein gesicht gehalten so selfie gemacht geschickt jetzt letzte gescheitert Wegen bankkarte und Konto auszüge habe erneut gestern wieder alles hochgeladen und warte jetzt auf das ergebnis letzte schreiben beigefügt mfg
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9 months ago
Translation
They said at the last conversation Karye took photos without a name without an Iban. Is that possible? The card only consists of the name and Iban and BIC. How can you miss it when you take a photo and not be visible? I have photographed all my documents in all perspectives from close to something far from the left of enough infinite photos can be taken if you would like to upload the things that I have submitted here in writing
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9 months ago
Translation
It worked thanks to your help, it's good that there are good people like you, thank you very much, I'm so relieved 👍👍👍👍
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9 months ago
Dear sisdagi,
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.
Best regards,
Casino.Guru
