Bruce Bet Casino - Player's document verification is delayed.

Προσπαθώ να κάνω επαληθευση με τα έγγραφα εδώ και μια βδομάδα και δεν τα δέχονται και ούτε φυσικά βοηθανε

Dear Antanikos3,

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 you sent the last one? 
• 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

Μπορώ να στείλω τα έγγραφα σε σας και αν σας εξηγήσω?

Έστειλα την ταυτότητα Μ φωτογραφία που έχω αλλάξει την πιστωτική Μ κάρτα φωτογραφία γιατί έκανα κατάθεση από του συζύγου και έναν λογαριασμό cosmote στο όνομα Μ αλλά με την παλιά Μ ταυτότητα και βέβαια έστειλα και σελφι με την ταυτότητα την καινούργια

Thank you for your reply, Antanikos3. Do I understand correctly that you deposited with someone else's payment method?

Dear Antanikos3,

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.

Ναι από άλλον λογαριασμο

Thank you for your reply, Antanikos3. I have checked the T&Cs, and this is what I found:

2.1.10. in relation to deposits and withdrawals of funds into and from your Member Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you.

Furthermore, please check our Fair Gambling Codex for Players :

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is the player’s responsibility to use only the allowed payment methods.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Dear Antanikos3,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.