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

Two weeks ago, on August 26th, I started the verification process because I requested a larger withdrawal. I submitted various documents, but they were repeatedly rejected day after day. I sent in a selfie with my ID card, bank statements, the number on my Visa card, an electricity bill, and then I needed to change my city from Malmö to Norrköping. Just changing the city in their records can take up to 28 days.

The verification has still not happened as my documents are still in the "pending review" status. They've been in this status for the past 7 days. I have done everything they asked for, but still, it seems it is not enough. They also cannot tell me how long the verification will take because they have a lot of requests. Their customer service only gives standard responses and they also don’t know how long it will take, nor do they seem to know who to ask. I have won this money and am entitled to it; just over 600 SEK is a bonus, but the rest is mine. Please help me.

Dear FredrikB,

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

Dear FredrikB,

Have you received your withdrawal from the casino yet?

Hi, no withdrawal has been received, nor has it been verified. The important thing for me is to be verified for future withdrawals. I have been waiting since August 26 with no result

Dear FredrikB,

Thank you for providing all the necessary information. I will now forward your complaint to my colleague Michal (michal.k@casino.guru), who will be taking over and assisting you from this point onward.

I wish you the best of luck in resolving the issue, and please feel free to reach out if you need any further assistance.

Best regards,

Nick

Hello FredrikB,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Bruce Bet Casino to join the conversation.

Dear Bruce Bet Casino,

Could you kindly clarify the reason for the prolonged duration in updating the players' addresses and consequently their verification? When can we expect the conclusion of this matter and the processing of the player's withdrawal?

Dear Michal,

The user was fully verified on September 13, 2024. The withdrawal attempt failed because the user reduced their available balance by using it while playing. Currently, the user does not have an active balance available for withdrawal, only a bonus balance.

Thank you for the response, Bruce Bet Casino team.

Do understand correctly that the player's account is now verified and future withdrawals should be processed without any delays?

Dear FredrikB,

I understand that sometimes the KYC process can be frustrating, however, this is an industry standard process that no licensed casino takes lightly. If you decide to continue playing with the funds and fairly lose them, unfortunately, there is basically nothing that can be done now about it. As indicated by the casino team, the withdrawal was unsuccessful due to the reduction in the amount as a result of your gameplay, and since your balance consists solely of bonus funds at the moment, these cannot be withdrawn. Please inform me if you require any further assistance or if I may consider your case addressed.

Dear FredrikB,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear FredrikB,

Although it seems as though the issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru