The player from Germany had struggled with account verification as her payment proof document had not been accepted by the casino. Even though she had made several deposits, the casino had refused to disclose the specific time of the required deposit for security reasons. The casino also hadn't confirmed if her other submitted documents were accepted. However, the casino later confirmed that her account had been successfully verified. The player had expressed her gratitude for the support received in resolving the issue. We had confirmed the resolution and marked the complaint as 'resolved'.
Bruce Bet Casino - Player is encountering issues with account verification.
Amount: €5,000
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
Hello dear Casino Guru Team,
I'm having trouble with account verification. I have uploaded all the required documents several times (the exact same documents that have led to successful verification in other casinos without any issues).
I keep receiving an email stating that the payment proof document is not being accepted. They asked for a screenshot showing a deposit made on March 28th for 20 euros. Since I made several deposits on that day, I asked for the specific time of the deposit. The customer service's email response was that they can't disclose the time for security reasons, even though I was informed in a live chat, after a lengthy conversation, that I would receive this information via email.
I also never received a response to my question about whether the rest of the required documents have been accepted.
My feeling is that this casino is deliberately prolonging the verification process in the hopes that the player will gamble away their winnings.
Automatic translation:
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7 months ago
Dear zeninosilla,
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.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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7 months ago
Translation
Hello Petronela,
thank you for the message.
.
Do I understand correctly that payment method verification seems to be the only obstacle standing between you and your winnings?
That is correct. The casino requires proof of a deposit of 20 euros, which I made on March 28th. have made. I asked for the time of deposit because I made several deposits that day amounting to 20 euros and the proof I uploaded was not accepted. Apparently for security reasons the casino is not allowed to tell me the time.
Have you provided any other personal documents to verify your identity?
Yes, I have uploaded the following required documents:
- Photo front ID card
- Photo on the back of the ID card
- Selfie with ID in hand
- Electricity bill dated February 15, 2024
- Photo front side of debit card
- Photo back of debit page
I didn't receive an answer to my question as to whether all of the above documents were in order/accepted.
Thanks a lot and best greetings
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7 months ago
Thank you very much, zeninosilla, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.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 zeninosilla,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Bruce Bet Casino representative to join this conversation.
Dear Bruce Bet Casino, could you please provide more information about this case?
Looking forward to your reply.
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7 months ago
Dear Katarina,
We are pleased to confirm that the user account was successfully verified on April 4, 2024.
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7 months ago
Translation
Dear Casino Guru team, I can confirm - my account is now verified.
Thank you very much for your support & kind regards.
Automatic translation:
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6 months ago
Thank you, zeninosilla, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have been successfully verified. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
