Bruce Bet Casino - Player's winnings are being confiscated.

I have verified my account in every way they required, but they keep saying there are issues with my documents. I have received payouts from them before and now I feel cheated, given how much money I have spent in their casino. They are refusing to pay out my winnings. Please help me.

Dear sergoderen,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which documents you are unable to verify? Has the casino explained why these documents are not suitable for your account to be verified?

When was the last time you submitted an identity document to the casino for verification?

Did you accumulate your most recent winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

And they paid me a few weeks earlier

Thank you for the screenshots. Have you uploaded the bank certificate again, ensuring that all four corners of the physical paper are visible?

The document from your bank should be scanned or photographed with the entire paper fully visible, including the corners. Place it on a contrasting background (like you did with your card) so that the full document is clear and easily readable. Would it be possible for you to take such a picture?

will try

But I don't understand specifically which document they want from my bank?

I have sent the following documents to them, am sending them to you as well and am now waiting for them to be reviewed by the casino (48 hours)

My verification was successful this time thanks for the help mvh S🫡

I'm very glad to hear that your verification was successful! Are you now able to proceed with requesting the withdrawal of your winnings? Please keep me updated on any further developments—I hope everything goes smoothly from here!

I got my winning money into the account today, thank you and bow 🙏 to you at guru but I also have to say that it takes you a long time to reply, I wish you were faster ❤️ mvh sergon

Dear sergoderen,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 https://www.trustpilot.com/evaluate/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, 

Veronika

Casino.Guru