The player from Sweden had verified his account multiple times, yet the casino claimed there were issues with his documents and refused to pay out his winnings, despite having received payouts previously. The Complaints Team facilitated communication between the player and the casino, leading to the successful verification of his documents. Following this, the player was able to withdraw his winnings without further issues. The complaint was marked as resolved in the system.
Bruce Bet Casino - Player's winnings are being confiscated.
Amount: 14,963 kr
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
1 week ago
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3 weeks ago
Translation
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.
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2 weeks ago
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
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2 weeks ago
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I have uploaded what they required and I have uploaded what I have sent to you with 3 files etc.
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2 weeks ago
Thank you for the screenshots. Have you uploaded the bank certificate again, ensuring that all four corners of the physical paper are visible?
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2 weeks ago
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So I just tried again
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2 weeks ago
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Think all this they are doing for the hell of it because they have paid me money I have won in their casino where I also verified myself and was approved twice last month they gave me so I don't know why they are doing this 😡 mvh sergon
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1 week ago
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I have Swedbank and I don't know how to solve their last verification I'm asking you 🙏help me etc. Sergon
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1 week ago
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?
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1 week ago
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But I don't understand specifically which document they want from my bank?
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1 week ago
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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)
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1 week ago
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My verification was successful this time thanks for the help mvh S🫡
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1 week ago
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!
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1 week ago
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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
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1 week ago
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
