The player from Poland had been waiting for a withdrawal for three weeks after winning 800PLN at an online casino. Despite having provided all necessary documentation multiple times, she had been repeatedly requested to wait another 24 hours. The player, a new user who had not used a registration bonus, had not been verified despite numerous attempts. We had attempted to resolve the issue by asking for all relevant communication between the player and the casino for further investigation. However, the player did not respond to our messages, which resulted in our inability to further investigate and led to the rejection of the complaint.
Bruce Bet Casino - Player experiences withdrawal delay.
Amount: 800 zł
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
8 months ago
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9 months ago
Translation
Twenty-one days ago, I won 800 PLN at Brucebet Casino. I logged in without a bonus, funded the account with my own money and sent them all the confirmation documents they asked for, probably about 5 times. I must have sent a hundred emails by now, but they either respond with the same thing or invent something new, and it's been like this for 21 days. I sent confirmations of payments made from my account and a copy of my ID, plus utility bills for electricity and gas, lease agreement - literally every proof they asked for. Despite this, they ask me to wait another 24 hours every day.
Automatic translation:
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9 months ago
Dear kwolekbarbara0,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that your account still has not been verified?
Could you please advise when exactly you sent the last document(s)? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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9 months ago
Translation
Hello, for the first time I have a problem with withdrawal, because I am a new user, I didn't use the bonus when registering, I haven't been verified for 21 days, I sent everything they wanted in the right format, I have over 100 emails, and they come up with something different every day, or I made the same deposit From my personal perspective, I confirmed the address, proof of postal code, inic
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9 months ago
Thank you very much for your reply, kwolekbarbara0. Could you 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.
