The player from Germany is unable to withdraw his winnings due to constant rejection of his verification documents over a three-week period. The casino hasn't provided clarity on what's wrong via email or live chat.
Bruce Bet Casino - Player's documents are repeatedly rejected.
Amount: €1,450
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.
Case opened
Current status
Waiting for Casino Guru to reply
5d 11h 0m 42s
Case summary
2 days ago
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2 weeks ago
Translation
Good day, I've incidentally found the same complaint on here after a long-time search on the internet that I'm experiencing. I too have been having issues with my verification process at Bruce bet for almost 3 weeks now. My documents get rejected every time, and for whatever reason, one neither gets informed of what is wrong via email or live chat. Therefore, unfortunately, I can't cash out my winnings because it keeps getting denied. I've attached a few pieces of information, but these weren't all the attempts. I hope to find assistance here. Thank you in advance.
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2 weeks ago
Dear lemi87,
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 takes 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
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2 weeks ago
Translation
Hello, thank you very much for the quick response to my complaint. Yes, I have uploaded all the documents several times and in my opinion I did it correctly because they were also accepted for verification elsewhere. As soon as my documents were rejected after 2-3 days, I uploaded them again immediately and even took new photos or added more. I can't get any further with the live chat either because they can't tell me what is supposedly wrong. Thank you. P.S. they are currently being checked again
Edited
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2 weeks ago
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The following documents were uploaded: Identity card front + back / selfie with ID / bank card (Sparkasse), the transfers or deposits at the casino, bank statement for address name etc. from one month ... also current invoices regarding address
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2 weeks ago
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Update was just rejected again without any information. I always get the standard emails saying documents were not accepted
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1 week ago
Thank you very much for your reply, lemi87. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 week ago
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The emails that I had already written were deleted, as were the live chats that took place before that. I didn't know that I would still need them. Many thanks
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1 week ago
Thank you very much, lemi87, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 week ago
Hello lemi87,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Bruce Bet Casino,
Could you possibly provide additional information regarding the verification process and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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1 week ago
Translation
Thank you very much. I hope the problem will be resolved soon.
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3 days ago
Dear Michal,
We are writing to inform you that the user has not submitted any documents since 25.04. Unfortunately, his previous proof of identity was declined due to a damaged document. We've requested a selfie with the damaged document and an alternative ID, but are still awaiting his response.
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3 days ago
Translation
Hello, yes I haven't uploaded any documents since then because they were rejected over and over again without any information about what wasn't accepted or which document was faulty. Unfortunately I didn't get any further in the live chat either.
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3 days ago
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So my ID was rejected because it was damaged????
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2 days ago
Dear lemi87,
Please proceed according to the instructions given by the casino in this thread, that is sending a selfie with the supposedly damaged document and also an alternative ID. Please let us know here in the thread when you do so.
Casino Guru is examining the case
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