The player from Germany faced verification issues with her Visa debit card while trying to withdraw €20,000 in winnings. Despite sending numerous documents and receiving mixed messages about the verification status, the finance department continued to reject her documents. We contacted the casino, which requested specific confirmation from the player's bank. After the player provided the required confirmation, the verification was successfully completed. The complaint was marked as resolved.
Bruce Bet Casino - Player's verification is delayed.
Amount: €20,000
Bruce Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello, I am experiencing a verification issue. I have nothing to hide or conceal. The winning amount is €20,000, and apparently, that is the problem. :)) I cannot manage to verify my Visa debit card. Since 01/06, I have been uploading photos, screenshots, and repeatedly my account statement as a PDF, but nothing is good enough. They also refuse to understand that there is no separate billing for a debit card. Yesterday, I was informed that my regular account statement does not meet the requirements. I should upload another one. The design of my card is also not acceptable because my name is on the back. In my online banking, the card is only shown with the last 4 digits, from which I took a screenshot, but that's also not enough. I can't control how it's displayed. Every day it's the same; I receive standard responses asking me to upload account statements and screenshots. I tried to get a solution through chat on how we can do it differently, but we keep going in circles.
Then, 2 days ago, I received this message: Your documents have been verified
2024-06-10 12:32:37
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 shortly.
I thought I had finally made it
But then I got this message:
Thank you for the information we need to verify your account and payment details. We have forwarded it to the security department of our casino club. You will be notified once your request has been processed. The verification process can take up to 48 hours. This procedure is carried out once, provided no further changes are made to your account.
Now everything starts over again, and the finance department wants to verify me, but as expected, my documents are once again not good enough. Anyone can see that it's my card. I think this is all harassment.
I tried to get a confirmation from my bank, but there are no branches, and they do not issue such confirmations.
There are more screenshots and photos, but I could only upload 5.
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5 months ago
Dear bessi2000,
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.
- Is verifying your payment method the only obstacle in completing verification in the casino?
- Have you used one, or multiple cards to deposit in the casino?
- Could you please share your communication with the casino and any related screenshots? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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5 months ago
Translation
Hello, I know it's important, and this isn't the first time I've verified myself...I know the rules and I managed to do everything else over the course of the week. But today is the 13th day!!!!...😅😪but none of the photos and screenshots for my card met the casino requirements.
I'm at my wits' end and have nothing left that I could take a photo or screenshot of and you already helped me successfully 2 years ago👌
I just sent everything to your email address
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5 months ago
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Hi, I just verified my Visa debit card at another casino with no issues .........
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5 months ago
Thank you very much, bessi2000, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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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5 months ago
Hello bessi2000,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Bruce Bet Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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5 months ago
Dear bessi2000,
Thank you for your continued cooperation. To proceed with verification, if you are unable to provide a card statement, please contact your bank and request confirmation that the card belongs to you. We require the following options for verification:
- A card statement showing the deposit to us, with the card number masked and your name visible.
- Confirmation from your bank verifying ownership of the card, or a screenshot from online banking showing the same details.
The transaction we need to confirm is 10 euros made on May 20, 2024, at 23:55:14 UTC. Please ensure the provided documents include the necessary information. Thank you for your assistance.
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5 months ago
Translation
Yesterday I finally received the long-awaited confirmation from the bank about my Visa and uploaded it directly.
And today I got an email saying that my verification unfortunately didn't work. They've been writing to me for 3 weeks now saying I need confirmation from the bank, the bank finally issued one to me upon request and now you're rejecting that too??? Now that's the biggest laugh.
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5 months ago
Thank you for the information.
Dear Bruce Bet Casino, could you please state the reason why the confirmation was rejected?
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5 months ago
Dear bessi2000,
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
