The player from Poland had experienced delays in the payout verification process at an online casino. The casino had promised a 24-hour process, but three days had passed with no progress. After the Complaints Team had advised the player that such delays were common and could be caused by unfinished KYC verification or a high volume of withdrawal requests, the player had agreed to wait. Eventually, the issue had been resolved. As a result, we had also marked the complaint as 'resolved' in our system.
Bruce Bet Casino - Player's payout verification is delayed.
Amount: 3,023 zł
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
Sensitive attachment
Sensitive attachment
3 months ago
Translation
I'm having an issue with this casino, it's been 3 days already and the payout verification is not progressing. It was supposed to take 24 hours. So far, they keep asking me to wait
Automatic translation:
Public
Public
3 months ago
Dear szymoonn44,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
3 months ago
Translation
All I can do is wait and I will keep you informed about developments
Automatic translation:
Public
Public
3 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, szymoonn44, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
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