The Polish player had experienced a lengthy verification process at Bruce Bet. After the initial verification approval, he had been asked to submit additional documents. However, he had received no response after sending these documents, which violated the promised 48-hour review period. The Complaints Team had engaged with the casino representative to clarify the situation. The casino had confirmed that the delay was due to a backlog of requests and had assured that measures had been taken to prevent such delays in the future. The player's account had been fully verified and he had confirmed receipt of his payment, resolving the issue.
Bruce Bet Casino - Player experiences delayed verification at Bruce Bet.
Amount: 1,000 zł
Bruce Bet Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
There's no room for tolerating further negligence from Bruce Beta. Last Wednesday, I received a letter confirming the verification of my documents, but the very next day I was informed of the need to provide additional documents. Despite promptly sending the required documents, to this day I haven't received any response. This is absolutely unacceptable! Promises to review the documents within 48 hours turned out to be nothing more than a mockery. I expect immediate action on this matter and a response to my complaint.
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7 months ago
Dear larisazakharova36,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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7 months ago
Translation
Casino support does not specify the reason for the delay, always only talking about time frames, request queues and high volume of tickets. I won the money and submitted a withdrawal request on March 9, and verification was requested on Monday, March 11.
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7 months ago
Thank you very much, larisazakharova36, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) 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.
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7 months ago
Dear larisazakharova36,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bruce Bet Casino representative to join this conversation.
Dear Bruce Bet Casino,
Could you please clarify the situation?
Thank you in advance,
Mirka
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7 months ago
Dear Mirka,
We are pleased to inform you that the user's account was fully verified on March 20, resolving the verification delay issue. We apologize for any inconvenience caused by the delay, which was due to a backlog of requests. Steps have been taken to prevent such delays in the future.
Thank you for your understanding.
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7 months ago
Dear larisazakharova36,
Could you please confirm, if you have received your withdrawal?
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7 months ago
Translation
Yes, I confirm receipt of the payment. Thanks to you, the Casino Guru team. Thank you very much for your help!
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7 months ago
Dear larisazakharova36,
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,
Mirka
Casino.Guru
