Bruce Bet Casino - Player’s verification is delayed.

I have completed verification twice already and everything was fine. Now they want to verify me a third time. I sent the documents exactly as they requested and informed them that my bank card is virtual. After that, they rejected me because they want to see the card!!! So now I have been waiting since Monday for verification without any results!!!!

Dear Adamjarzembski, 

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 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 did you send the last one?

Have any of your identity documents been approved by the casino?

Is your proof of payment the only document the casino has rejected?

When was the last time you communicated with the casino customer support regarding your virtual card?

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, 

Veronika

All ID documents, proof of my bank card, bank account, address, etc. They have paid me over €20,000. Now I have used my old virtual card as a deposit method and when I want to pay out money, they want to see the "new" card. Customer support has sent an email stating that if it is a virtual card, they want to see the transaction I have made from this card in pdf. They have received everything they need but still refuse verification because they want to still have a picture on the card ??? Even that they have received information from support that I only have a virtual card. Last contact with them was today and nothing happens in the case!!!!

Also don't understand what deposit method has to do with withdrawal?! The money goes to the same account as always!!

And now they just lie all the time!!!!!!

I have checked the KYC policies of Bruce Bet Casino, and this is what I found:

1.3. Documents We Require From You

The specific identification documents We request may depend on Your chosen payment method. Commonly requested documents include, but are not limited to:

Proof of identity: A copy of a valid ID document (e.g., driver’s license, passport, national identity card, or residence permit) and a selfie;

Proof of address: A utility bill or an official document issued by the government;

Proof of payment method: A bank or card statement, a photo of Your credit/debit card, etc.

You will find detailed information on the exact documents required in the verification request.

Casinos need to verify all the cards used for depositing, even if the money is withdrawn to the same bank account, for several important reasons. First, they must comply with laws designed to prevent money laundering. This means they need to make sure that all the money being deposited comes from legitimate sources. Second, verifying all virtual cards helps prevent fraud. It ensures that the person who made the deposits is the same person who is withdrawing the money. This protects both you and the casino from fraudulent activities.

Additionally, these checks support responsible gaming by making sure all transactions are clear and accountable. Finally, the verification process helps protect your funds and personal information, ensuring that only you can access your account and make transactions.

I understand that this process can be inconvenient, but it is there to make sure the gaming environment is safe and fair for everyone.

Have you provided the casino with documents proving that the virtual card used for depositing belongs to you? If so, when exactly did you provide the documents? Has there been any update in the verification process since your last response?

Dear Adamjarzembski,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Adamjarzembski. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

Now i have other problem !!! They didnt paid out my withdrawal 50 000. They told me it takes 1-5 bank days but this time is passed and still nothing happens !!!! The new payment was planned for yesterday (also 50 000kr) but nothing happens with that also!!!! They are talking about delays but how something can be delayed if you for one week Ago planned payment on yesterday and its delayed???? They had one week to get it fixed

Dear Adamjarzembski,

Thank you for getting back to us. Could you please clarify if your account was fully verified following the issues you initially mentioned in this complaint?

Additionally, have you been able to make any successful withdrawals since you first submitted this complaint?

Could you also specify the exact date you submitted your most recent withdrawal requests? Please keep in mind that we generally recommend allowing up to 14 days for withdrawals to be processed and paid out.

Thank you for your cooperation and understanding.

Yes, verification got done, after that it got another verification to do so now I'm after 3 verifications which are completely done. Now made a withdrawal of a total of SEK 500,000 on 19.10. Yesterday I was told that the first withdrawal of SEK 50,000 would be ready but all of a sudden it "failed" and I don't know why. Second payment was supposed to be made on Monday 28.10 but until today nothing happens

Thank you very much, Adamjarzembski, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Adamjarzembski,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Bruce Bet Casino to join the conversation.

Dear Bruce Bet Casino,

Can you please provide clarification as to why the player's withdrawal was not successful? Additionally, could you inform us when the player might anticipate receiving their funds?

Now it has started to roll as it should anyway

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Adamjarzembski,  

I hope this message finds you well. I wanted to inquire if you have received any updates from the casino team regarding your situation. Additionally, has the verification matter been resolved by them?

Now it is the second time that my withdrawal has "failed". Support agent lied to me on Friday that the provider has sent the money to my bank account and they should come to me the same day or Monday at the latest (today), of course no money has arrived and now I have received information that it was "failed" AGAIN!! !! That's not normal!!! What are they really doing???? Lying in chat!! Sending no money !!! It is unacceptable!!!

They do everything to drag out the time and not pay as they should according to their policy, i.e. SEK 50,000 a week for 3 weeks a month!!!!

Dear Bruce Bet Casino,

Can you please provide clarification as to why the player's withdrawal was still not processed according to your usual withdrawal schedule? Additionally, why has the player received misleading information from the support agent?

I send them emails every day but still haven't received an answer why my withdrawal that they sent on 11.11 has been failed AGAIN. They have sent a new payment on 18.11 and as it looks right now it will also fail!!!! What happens but my money???

As said, both payment from 11.11.2024 and 18.11.2024 are failed. It's sick! Can't find out why two payments in a row failed! Not getting my money back!!!!!!

Dear Michal,

Withdrawals are failing due to technical difficulties with our internal payment provider. We have contacted the provider to identify the root cause of the issue and are insisting on a prompt resolution or an alternative solution.

Now I have 3 payments in a row that have failed!!!!! It is unacceptable!!!!! 3 payments in a row is SEK 150,000 that I have received in tea !!!!

It has been over two weeks since the first payment that failed!!! That is long enough to be able to investigate what is wrong here and inform me what has really happened!!!!! Now there are 3 payments that have failed without reason!!!! Just like this and I'm still without my money !!!!!!!

And then they lie again!!!!!

Dear Adamjarzembski,

Please note the rule 3.6.1. Maximum withdrawal amount processed to any given player is 5 000 EUR (or currency equivalent) per week and 15 000 EUR (or currency equivalent) per month since the last withdrawal, unless otherwise stated.

Nobody lied to you. That's why our support colleague said that the next withdrawal is possible from 25.11. The previous withdrawal request was processed a week earlier, but unfortunately, it was cancelled. We are very sorry that such a thing happened and brought you a negative experience. 

Your withdrawal request has been successfully processed today and has reached the status of ‘success’. Based on the rule above 3.6.1, the next withdrawal request due to exceeding the limit can be processed from 02.12.

Thank you for your co-operation and we will be glad to help you with any questions on this case. 

Excuse me, but he has not written that withdrawal is possible from 25.11, but he has written that "WILL BE PROCESSED" and that is a big difference to what you are writing here now. Unfortunately, I don't believe anything you say anymore. You don't get answers via support, until today I didn't find out why my 3 withdrawals in a row "failed", you just say "technical problem" but I as a customer have rights to know why my money doesn't reach me. You stick to the rules only when it comes to whether the customer wants something, but when it comes to your side, the rules don't apply at all, but you do what you want and how you want, screw the customer, you are the most important

Dear Adamjarzembski,  

I understand your far from ideal user experience regarding the handling of the situation by the casino team and I acknowledge that they could have communicated more effectively. It is not uncommon for live chat representatives to have limited access to specific details about unsuccessful payments. Additionally, the finance team may not always receive immediate updates from their payment provider regarding failed transactions. Nonetheless, I agree that the casino team should have been more proactive in providing you with the necessary information. I have confidence that they will closely monitor the scheduled payment on 02.12., and I remain optimistic that it will proceed as planned. I kindly ask for your patience in the meantime.

Dear Adamjarzembski, 

I understand your frustration and the disappointment you’re feeling, and I want to begin by sincerely apologizing for the inconvenience you’ve experienced. Let me address your concerns openly and with care.

You’re absolutely right to point out the distinction between withdrawals being processed versus being available. I acknowledge that the communication could have been clearer, and I regret any confusion this has caused. 

I completely understand why hearing "technical problem" feels insufficient when it comes to your money. You have every right to expect a detailed explanation and timely resolution when an issue arises with your withdrawals. I want to assure you that these technical issues were absolutely not intentional, and we worked diligently to identify and resolve them as quickly as possible.

One withdrawal request has already been processed by us and is in the status of ‘success’. The next one can be processed from 02.12, as stated earlier. 

We thank you for your patience and sincerely regret that the situation has brought you a negative experience. 

Dear Adamjarzembski,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Adamjarzembski,  

I would appreciate it if you could confirm whether you have received the scheduled payments, or preferably, if all your winnings have been successfully credited to you.

Everything finally began to roll as it was supposed to from the beginning

Dear Adamjarzembski,

I believe that's great news. I'm glad things are now on the right track. Can I consider your complaint resolved?

Yes you can do that

Dear Adamjarzembski,  

Thank you for your confirmation. We are pleased that our involvement contributed to effectively resolving the matter. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards, 

Michal

Casino.Guru