Bruce Bet Casino - Player claims that payment has been delayed.

Hey

I am trying to make a withdrawal but they keep on saying that the verification department taking time to check my documents I have sent them all what they ask for and more, privte things that only I can get becuse I am me. I like to continue playing but first I like to have my winings.

Dear Ronny86,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thanks so much appreciate it.

Now I can't even talk to support they somehow made it so I can't talk to support on Brucebet?!?!?

Dear Ronny86,

Have you received your withdrawal from the casino yet?

Hi, no I haven't received anything yet.

Kind regards Ronny

Thank you for your reply, Ronny86. Have you made any successful withdrawals before? Could you please advise if your account has been verified in the meantime?

Did you accumulate your winnings with or without an active bonus?

Hey I played with active bonus but I won 50000kr then I played til all the money become real around when I hit 25000kr then I made a withdrawal and then all this started with all the documents they aak me to give them for the withdrawal.

So it's my first withdrawal from this page.

I have not been verified yet they keep asking for documents that I keep on giving them.

Kind regards

Ronny

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

It is sensitive information so I am sending it via Mail.

I received your email but I don't see the communication between you and the casino. Could you please forward it to me?

I have tried to save all the chatts to have them sent to my email but it seems that function does not work at brucebet

I will continue looking at my mejl for them

Thank you very much, Ronny86, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@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.  

It seems that it might be arranged because they have approved my identity and are asking about my picture on the bank card that I have already sent 5 times before but we will see what happens when I send it again. Thanks for the help I appreciate it.

Hello Ronny86,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Bruce Bet Casino’s representatives to join this discussion in order to resolve this issue.

Dear Bruce Bet Casino,

Could you please provide an update on the status of the player’s verification process and withdrawal request?

Best Regards,

Jakub

Ok thank you, they have approved my identity now anyway and the question about my bank card or account statement which I sent 6 times before but send it again so now they say I have to wait up to 2 days to be approved.

Etc. Ronny

Dear Jakub,

The user needs to upload a PDF bank statement with the card number and account holder's name visible, or a PDF bank statement with their name and a deposit on our site to successfully complete the verification. We have already informed the user of these requirements.

Which I have sent several times, you have the account statement there is my transfer to if you look it up.

I have sent you a picture of my bank card which you said I could take a photo of so I did it is a few years old so it is a bit worn but you can see it is my name you can see the card no so now do you want the pdf that you already received on my account statement, but on an account statement you don't see the bank card number but name and account number and transactions, but you can see it's my name on the card..

I have the account names I have paid to on the bank statement that I sent with my name account nr and adress and of course the banks information you have to look it tru the file and find you're bank account names so you can see I have paid.

Dear Ronny,

Could you please help me locating the casino deposit transaction in your bank statement? What was the date and amount of this transaction?

Thank you!

Yes but there are 4 different deposits to bruce but they are 4 different names on the recipient.

The first one I did 04/14 and entered 04/15 account name GORIWIRE SP ZOO 500sek.

Second is 26/4 and went through 28/04 account name Ecoprisme 500sek.

Third is 10/5 and went through 12/5

Account name meticknowledge 1000sek

Fourth is 21/5 went through 22/5 account name Slimfit 1000sek.

I don't know why there a diffrent names but those are the deposit i have done to bruce bet casino with my Lunar bank card that is an internet bank that i use for my gambling mostly here is some live picture of my account and bank card uses on these dates.

14/4 the name of the account could be Enigma on the 14/4 deposit, but bruce should now what account name they have so they can look it up more easy then me.

And the pictures I sent of my bank account transfers are private and only I can get them.

I called my bank to see if they could see more then me and they think it's strange that it's 4 diffrent names on the accounts I have made a deposit to it should say bruce bet casino or something. It's bruce really a safe page or have I had wrong info about brucebet??

Here is the deposit history on my account on my brucebet page.

Here is a receipt for all deposits. It's an extra because I don't know what name on the deposit account brucebet uses because there are different names so it's hard to decide.

Plus bruce can't see which account made deposits in their casino? I don't know how payments work, I'm just a player who has an account at several casinos that I've never had problems with, absolutely none like I have with brucebet casino. And other casinos have asked for the same things as brucebet.

Ok I dka be honest I think I am being scammed I will never get money from brucebet I have a feeling for everyone I read about bruce.bet the app I use says to be careful with brucebetcasino and they create problems so you don't get your money out. So it doesn't feel good. Maybe I should just gamble away all the money and then never play brucebet again and if someone asks, I don't recommend them. I lose money that I won honestly but maybe I have to.

Dear Ronny86,

Thank you for providing all the necessary evidence. I understand your frustration regarding this situation and I would appreciate a little more of your patience. I genuinely want to help you successfully withdraw your funds. I have already contacted the casino representative directly in order to escalate the process and am currently awaiting their response. Please keep in mind that if you lose your funds, we will be unable to provide further assistance, and your complaint will have to be rejected.

Dear Bruce Bet Casino,

Could you kindly provide more details regarding why the player's bank statement was not accepted?

Hello

I have lost them so it sucks I will never play there again I was up twice as much but I thought brucebet never let go of this money they will continue with what they are doing so thanks for the help but my patience with companies like that is working not. Thanks

Sincerely

Ronny

Dear Ronny86,

I'm sorry that things have transpired in this manner for you. However, according to our policy, if the funds involved in this complaint have already been spent at the casino, I'm afraid the complaint is no longer applicable, and I'm compelled to reject it. If you had informed us that the communication issues with the casino were still ongoing, we could have intervened differently. The casino has every right to withhold funds withdrawal until the KYC process is completed. Despite your claim of having submitted all necessary documents, various system issues may have arisen, making the KYC process appear incomplete. This could have been addressed with the casino if we had more information from you. For future reference, please aim to respond within the designated timeframe and provide the latest updates within the thread.

Once again, I sincerely apologize for our inability to provide further assistance in this matter. Thank you for your cooperation and patience, 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,

Jakub