Bruce Bet Casino - Player’s documents are constantly rejected.

Hello, I have won a value of €5,800 at Bruce.bet and I have uploaded every possible type of ID verification document at least 4 times, from ID to invoices, and each time it gets rejected, there is always something else wrong; it is really starting to get annoying... Everything is fully disclosed, including screenshots, address verification, and bank statement... but this all seems to be made difficult for me, I request help. I've been dealing with this for a week now! And they also do not accept my Paysafe records, where I've documented how I deposited the money, even though all the necessary information - time, date, my email address, and name is on it! I played without any bonuses! I urgently need help!! I've never had such issues before, except for here!!

Regards

Hello lillp1984,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bruce Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello, I played on April 7th and submitted on July 8th, up to now... I uploaded my ID, bank card, selfie, residence card, bill with current address, name and Paysafe screenshot as well as the PayPal payment as a document! This has now happened 4 times, each time it is rejected and I have to identify myself so that a withdrawal can be made! I'm starting to feel like I'm being taken for a ride, a different reason is always given, unclear, etc., which can't be the case! And I don't know what to do next!

Kind regards

Furthermore, I forwarded a bank statement yesterday because I only have a cell phone contract and they only accept a landline/internet contract for the check!?! They also have to update the list sometimes!! Not everyone has an internet/landline contract, that's why I have a cell phone contract!! And as I mentioned before, I have sent numerous documents almost daily!! Bank card, passport, residence permit, Turkish ID card (that was yesterday) sent again! And every time since 8/4 I've been messing around here because it's been rejected, each time a different excuse is given, blurry, etc.!! All four ends are visible in the photos too! In the selfie, the passport is photographed cut off, which isn't the case! I write to support every day so that I can be verified, including for the payout!! I cooperate!! But I've never experienced anything like this!! Of course they want to be sure it's the person!! But everything shows in every way that I am that person! 24 hours have passed since I last submitted it, and I still haven't had a response/rejection! The money transfer to my bank in the history at Bruce Bet is still pending, according to the status!!

Best regards

Hello lillp1984 and thank you for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I have received the first payment, the second is in process, everything has worked so far...but it was a lengthy process because the support chat always gave a different answer! But in the end everything worked!

Hello lillp1984,

I have reviewed your situation and we'd appreciate if you would provide us with an update on your payment status once your withdrawal is successful. In case you'd not receive your payment, I will contact the casino and ask them what is the reason for the delayed payment.

Kind regards,

Dominika

Casino.Guru

I have received the first payment and the second one has also been confirmed today and will be transferred to my account so everything is fine 👍

Thank you for the information.

Could you please confirm once you have received the second payment?

Hello, today I confirm that I have received the full amount and everything is now complete 👍 thank you for your help 😊

Dear lillp1984,

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,

Dominika

Casino.Guru