The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. The Complaints Team had advised the player to be patient, as withdrawals could take up to 14 days to process. They also extended the complaint response time by 7 days. However, due to the player's lack of response, the complaint was eventually rejected. The team was unable to further investigate the issue without the player's cooperation.
Bruce Bet Casino - Player claims that payment has been delayed.
Amount: €500
Bruce Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
6 months ago
Translation
I'm generally reluctant to write complaints, but I am beginning to question the honesty of the BruceBet online casino. Not only do they require suspiciously private information for verification, but they also don't maintain the processing times stated in their terms and conditions. Furthermore, the same excuses are repeatedly given in their live chat (even a chatbot would be more creative). Despite these suspicious details, I complied, hoping it was a trustworthy online casino, but it seems clear that cooperation or partnership on an equal footing can't be expected here! After submitting everything asked for in the live chat (I have the chat log and screenshot), they requested even more. Still, I submitted those as well. I understand the need for such measures due to the numerous scams on the internet, and I am willing to comply. Despite everything being submitted correctly and repeatedly, I'm still waiting for a response. Be it in the form of an email, through the app, or inbox messages, I get nothing in return. Despite this unusual verification process, I have always shown immediate cooperation on the same day. However, where is my security that I haven't fallen victim to a scam here? I urgently request that my withdrawal request is processed and, most importantly, that I receive a response! I hope that the BruceBet online casino is interested in a solution that satisfies both parties! Otherwise, I feel compelled to pursue legal and media action. Despite this case, cooperation from my side is above reproach and, of course, still expected. I hope for a swift resolution!
Automatic translation:
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6 months ago
Dear sabrina191121,
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
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6 months ago
Dear sabrina191121,
Have you received your withdrawal from the casino yet?
