Bruce Bet Casino - Player is unable to complete account verification.

Hello.

I tried to verify my account at least eigth times.

Each time they reject it.

I have sent them photos of my passport, bills, my E wallet and receipts from my bank.

The biggest problem seems to be that I don't have a photo of my bank card. I have moved between towns, so it must have been lost somewhere between. I have looked everywhere and I have a new one on the way.

I have tried to explain this to them time and time and it's getting

really frustraiting.

And the customer service even got mouthy.

Please help me.

Dear sidv1cious, 

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 all your documents except for your bank card were approved by the casino?

Have you informed customer support that you lost your bank card and you are unable to send them the requested photographs? What was their advice?

Is there any other way you could prove that the card you used for depositing into the casino belongs solely to you?

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, 

Veronika

Hello.

Yes. I have all the documents, exept for the card, physically. I have screenshots from my bank and E wallet.

I have been in touch with them several times regarding the problem. With no luck.

I really need the money.

Please help me.

If you need more info, please let me know. I can send you pdf of my bank statment if needed.

I also have more photos, but I could not fit all here.

Regards.

Svein

Thank you very much, sidv1cious, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi sidv1cious,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Bruce Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have been informed by the player about his lost card? What solutions can be offered in such a situation? Would a reference letter from the bank be sufficient to prove the player's ownership of the card in question?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Natalia,

Unfortunately, the user did not notify us that the card requested for verification had been lost. We recommend contacting our support team with this information so that they can transfer it to the appropriate department. Additionally, please note that no new documents have been uploaded since 04.03.2024.

Thank you for your attention to this matter.

Thank you for this information, Bruce Bet Casino.

Dear sidv1cious, could you please tell me if you have any communication (screenshots, emails) confirming you have already contacted casino support about your lost card? Please, feel free to share it here or send it to my email (natalia.b@casino.guru). Based on the casino's reply, they were not informed.

If you don't have any proof saved, could you try to contact them again and explain the situation? I wonder, what actions they would recommend you to proceed with to solve this matter.

Dear sidv1cious, I have received your email with the screenshots. Could you please specify a few things?

• When did this communication take place? The support agent informed you that the documents were rejected because you had uploaded some edited photographs of your passport and a selfie with the passport, there had been no card details and no proof of address. Have you proceeded with uploading the correct documents in requested formats after that message from the casino support? The casino stated that no new documents have been uploaded since 4th of March.
• I haven't noticed any mention of the lost card from your side on the screenshots you sent.

Please, make sure that you cooperate in this matter. KYC is a crucial procedure, and online casinos should comply with different regulations and AML policies that's why they request different documents for review. You must send the original requested documents that aren't edited in any programs so that the casino can proceed with the verification of your account. If you don't upload anything, the casino cannot move forward with verification.

I sent the photos wich are in this post.

The commounication started before mid february and my last attempt was in march.

I did inform them about the lost catd early on.

There is a mention of E wallet. Wich I have sent.

I had to send a pdf file via the chat, because they did not accept that format on the upload page.

Is it possible to see the chat history somewhere?

I'll send you some screenshots from today.

Regards.

Svein.

Dear Bruce Bet Casino, could you please specify what exact documents are missing at the moment?

Dear Natalia,

We would like to update you on the situation regarding the user's lost bank card.

As the user has acknowledged misplacing their bank card, which we require for verification purposes, we have requested alternative documents for verification. These alternative documents could include a screenshot from online banking displaying the card number and the user's name, or a statement with the same information.

Unfortunately, the user has not yet provided us with these documents, and thus the verification process is still ongoing.

Here they are.

Would this be good enough?

Regards.

Svein.

I sent in all the photos i attatched in this thread. Rejected. Once again....

Dear sidv1cious, as I can see the bank statement you attached doesn't have your card number, and the screenshot of your online card doesn't have your name on it. I believe this was the reason why these documents were not accepted.

The only screenshot that contains all the requested information is the Nordea transaction receipt (there's the card number and your name on it).

Would it be possible for you to ask your bank to provide you with an official reference letter where the bank would include the information about your last card that the casino needs to verify?

Yes. I called my bank.

They would not do this, because of security reasons.

I have tried veryfing a couple of times. It still get rejected.

Regards.

Svein.

Dear Bruce Bet Casino, would you please specify if you also need to check if any of the deposits were made from the lost card to the player's casino account or if you only need to verify that the lost card belonged to the player?

Unfortunately, none of the documents the player has uploaded meets you requirements in full - the bank statement doesn't contain the card number and the screenshot with the online card doesn't have the player's name on it. However, the card number and the player's name can be noticed on the screenshot of the transaction receipt the player attached in one of the last messages here.

So please, let me know if you need to verify the deposits to the casino too, I believe in this case the player could provide the transaction receipt for his deposit (where the player's card number and name are visible) and we could find correlations in the bank statement (where the card number is missing).

Or let me know if you can consider any other alternative ways since it seems the obstacles are caused by the player's bank and not by the player himself.

Dear Natalia,

We are pleased to inform you that the user's documents have been received and processed. Thanks to a screenshot provided by the user through the payment provider, we were able to successfully verify the payment. We appreciate your cooperation in this matter.

As a result, the user is now eligible to withdraw funds as per his request.

Thank you very much for the updates, Bruce Bet Casino.

Dear sidv1cious, would you please confirm that you are now available to request a withdrawal? Please, let us know if you need any further assistance.

Hello.

This sounds great.

Thank you ever so for all the help.

Do you mind if I reach out, in case more problems appears?

Regards.

Svein.

Hello.

The withdrawals have been pending for over a week now.

The first one is rejected/canceled.

Regards.

Svein.

Thank you for the updates, sidv1cious.

Dear Bruce Bet Casino, would you please specify what was the reason for rejecting the player's withdrawal request? What is the current status of the player's withdrawals?

Dear Natalia,

The user's account is now verified, and the withdrawals are in process. This means we have sent the funds to our internal financial provider for processing. The average processing time is up to 5 business days.

Thank you.

Thank you for confirming this, Bruce Bet Casino.

Dear sidv1cious, please keep us informed about the status of your withdrawal request. I hope it will be processed very soon.

Hello.

I have had two rejected.

And two are now pending. The oldest is from 9.5.

Regards.

Svein.

Dear sidv1cious, could you please update us if your pending withdrawals were already processed?

Hello.

All have been declined.

I tried Visa and bank transfer.

I did not get a specific reason why it was declined.

Regards.

Svein.

Dear Bruce Bet Casino, can you explain why the withdrawal requests were denied, though you mentioned they were about to be processed 10 days ago?

Dear Natalia,

The transaction was declined by the Issuer. We recommend using requisites from another bank or an alternative payment option. Additionally, we suggest contacting our support team, who can provide guidance on withdrawal creation and make a request to the appropriate department.

Thank you for your understanding.

Dear sidv1cious, could you specify what withdrawal options are available for you in the cashier and if you can choose any other method than withdrawal to a card or bank transfer?

Hello.

One option I would try out is Jeton.

Regards.

Svein.

Please, keep us updated, sidv1cious. I hope this payment method will work for you. Let us know if your request will be processed.

Dear Sidv1cious92,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello.

I have just verified my jeton wallet.

Let's see how this goes.

Regards.

Svein.

Good to hear, Sidv1cious92! Please, keep us updated.

I will. Thank you.

It's been five days now.

Still waiting.

Dear Bruce Bet Casino, could you please check what is the current situation with the player's withdrawal request?

Now the payout is rejected.

Dear Natalia and Sidv1cious92,

I want to inform you that the withdrawal requests were approved by us, and now they are in the status "In process." It means they are processing on the provider's side. The average processing time is up to 5 business days. We recommend that the player wait until the withdrawals get the final status.

Thank you.

I did wait. I tried with bank and then Visa.

Now recently, i tried with Jeton... first time on 6.6.24. Then it was rejected. And _now I am Trying ___Again___ with Jeton.

Any news, Sidv1cious92? Is it still only Jeton, Visa, and Bank transfer that are available for you in the withdrawal section?

Tried two times with Jeton. Rejected again.

Dear Bruce Bet Casino, can you offer alternative solutions for the player's issue? It seems payment providers decline the withdrawal requests. Would it be possible to initiate a manual bank transfer?

Hello.

Update.

Managed to get the money withdrawed via Mifinity.

Problem solved.

I thank you alot for the help in this matter.

Regards.

Svein.

Dear Sidv1cious92,

I'm glad to hear that your issue has been finally 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,

Natalia

Casino.Guru