The player from Germany had had an issue with withdrawing his winnings due to constant rejection of his verification documents over a three-week period. The casino had failed to provide clarity on the issue via email or live chat. After several exchanges and intervention from the Complaints Team, the casino had revealed that the player's identification document was rejected due to damage. The player had then been advised to submit a selfie with the damaged document and an alternative ID. Following this, the player's documents had been successfully verified and his withdrawal request had been reviewed. The player had confirmed receipt of his winnings and expressed gratitude for the assistance provided. The issue had thus been successfully resolved.
Bruce Bet Casino - Player's documents are repeatedly rejected.
Amount: €1,450
Bruce Bet Casino
Safety Index:HighCase closed
RESOLVED
Case summary
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.
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
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
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
Update was just rejected again without any information. I always get the standard emails saying documents were not accepted
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.
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
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.
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
Thank you very much. I hope the problem will be resolved soon.
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.
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.
So my ID was rejected because it was damaged????
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.
Hello Michal, I have already done this. As soon as I have an answer I will get back to you. Thank you in advance
Thank you, lemi87, for the update.
Dear Bruce Bet Casino,
Can you confirm you have received the requested documents from the player?
Update: Your documents have been verified
Congratulations, you have successfully completed the verification! Your withdrawal request is currently being reviewed by the finance department. Your money will be credited to your card or e-wallet promptly. P.S. I will contact you as soon as I have received the money
Good day, I would like to thank you again for your commitment. Without you I would probably never have got it or would not be any further ahead than before. The case can now be closed and the money is now in the account. Thank you, thank you 🤩
Dear lemi87,
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.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Michal V from Casino.Guru
