The player from Germany had unsuccessfully attempted to verify his account for several weeks despite submitting multiple confidential documents, including work payslips, proof of address, a bank report, ID, and house deeds. After providing all necessary documents, the account was finally verified. The complaint was marked as resolved by our team.
Bruce Bet Casino - Player's account verification has been delayed.
Amount: €800
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
3 months ago
Public
Public
3 months ago
Dear Casino Guru
For several weeks, I have been attempting to verify my account, and I believe I have made over eight attempts. Despite submitting my work payslips, documents reflecting my address in Germany, a bank report, my ID, and even the deeds for the purchase of my house, I have not yet succeeded. These are confidential documents that should be sufficient to meet KYC requirements. I hope you can assist me.
Thank you very much.
Sincerely,
Raul
Public
Public
3 months ago
Dear raulfdez,
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 you have already provided and when exactly did you send the last one?
Have any of your identity documents been approved by the casino?
Have you provided all the required documents as soon as possible and in the correct format?
If any of your documents were rejected, have you received any explanation from the casino about what was missing in them?
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
Public
Public
3 months ago
Hello Veronika
many documents have been sent, here are some:
ID card, passport, driver's license. Including selfies.
Bank EC card with account number.
Bank statement reflecting name, address, and account number.
Human Resources document certifying my current job in Germany and start date.
Last month's pay slips from the company.
Notary deeds reflecting the purchase of my house at the registered address.
Medical bills.
Speeding ticket from the municipality.
Thank you very much.
Public
Public
3 months ago
Dear raulfdez,
I'm glad to hear that your issue has been 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,
Veronika
Casino.Guru
