The player from Germany had won a significant sum over two weeks prior, but faced challenges withdrawing it due to a vague account verification process. She sought clarification on which documents had been accepted and which had not in order to resolve the issue. The Complaints Team had extended the response time to allow her to provide the necessary information, but ultimately, the complaint was rejected due to a lack of response from her.
Bruce Bet Casino - Player faces delayed verification for withdrawal.
Closed
Our verdict
Player stopped responding
Amount: €25,000
Bruce Bet Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
11 months ago
Translation
Hello,
Over 2 weeks ago, I won a large sum. When I tried to withdraw it, something I successfully did a few months ago, I was asked to verify my account once more. Unfortunately, I had trouble with this because the list of required documents seemed too vague to me. I don't understand why I'm not informed about which documents were successful for verification and which were insufficient! I kindly ask you to contact me and explain exactly where the error in this verification process lies.
Automatic translation:
Public
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11 months ago
Dear ciiaramariiah,
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.
- Could you please advise which documents the casino requested and which you have already provided?
- 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 in advance for your reply.
Best regards,
Kristina
Public
Public
11 months ago
Translation
Thank you for your quick response!
I am enclosing a screenshot of the document list for verification.
At first I didn't fully understand and was confused as to what exactly was required for documents. When I asked what was missing or wrong, I unfortunately didn't get a concrete answer. Can you help me?
Edited
Automatic translation:
Public
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11 months ago
Thank you very much for your reply, ciiaramariiah. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
