Bruce Bet Casino - Player experiencing payout and verification delays.

Unfortunately, I have had a poor experience with the payout process at Bruce Bet. Initially, when I merely won back my own money, the payout transpired smoothly. However, when I won 1200 euros from a 20 euro bet, the process was delayed. Due to a recent move, I had a new address, which I reported, but it continues to be under modification. During these times, I continuously received requests for verification, followed by rejections, then repeat. It was later clarified that my address needed to be updated first, followed by my verification. I requested for both payout and modifications on 16.03.2024, nevertheless, there has been no progress. Customer service constantly tells me to wait for an email. It is very disappointing that such inconvenience occurs when one happens to win.

Dear horvathistvan31555,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bruce Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you been asked to provide any proof of address related to your previous or current address?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello. Thank you very much for the quick reply.

Have you been asked to provide proof of address for your previous or current address?

Yes, I uploaded it several times but always saved it.

After 3 weeks and several distractions, customer service replied that I shouldn't upload anything else and should wait until my address is changed.

Unfortunately I didn't save the chat because I did it via the app, but I will send you emails using the email address provided above.

Many thanks in advance

Kind regards

Issvan *****

Thank you very much, horvathistvan31555, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello horvathistvan31555,

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 please clarify why the player's new address hasn't been updated despite them providing proof? What additional if any documents are required to complete the verification process and facilitate the withdrawal?

Hello

Thank you very much for helping me. I hope my case will be solved, as I have read from several people on this site.

Kind regards

Dear horvathistvan31555,

We are writing to inform you that your request for GDPR data modification has been successfully processed. We are now awaiting further verification from the relevant department.

Thank you for your patience in this matter.

Hello everyone.

I would like to thank you. Thank you so much.

My payment arrived shortly.

100% because of your help it is suddenly done..I can only say that the whole team is really good at it.

Great news, horvathistvan31555. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru