The player from Germany had been attempting to verify the account for months by submitting high-resolution images, including ID pictures and invoices, which had repeatedly been rejected. As a result, the casino was not approving a €900 withdrawal. After investigating, we requested the player to forward the instructions and uploaded documents. The player confirmed that the issue was resolved successfully after following the provided guidelines.
Bruce Bet Casino - Player's winnings are delayed due to account verification.
Amount: €900
Bruce Bet Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
For months, I have been trying to verify my account with various pictures and IDs where everything is clearly visible—address, name, etc. The images were in FULL HD 1080p resolutions. I submitted email invoices from car and insurance companies as images, pictures of my ID, selfies with the front and back side. Every time, it got rejected. They don't want to pay out my winnings of €900. The current withdrawal is not being approved because my account isn't being verified.
Please help me.
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3 months ago
Dear CANOCASUAL,
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 if any of your identity documents have been approved by the casino?
Have you received any explanation as to why your documents were rejected and what information was missing from them?
When was the last time you submitted documents for verification to the casino? Are any of your documents currently pending verification?
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
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3 months ago
Translation
I have now tried to verify myself at least 10 times by email and website, but to no avail and without explanation. No response from the casino, so it wasn't accepted. Before I won, I sent documents which were accepted: ID card (confirmation of residence) and passport.
I send the documents again every day. The payment is still pending and the documents are being checked again.
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3 months ago
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Here the deposit and withdrawal history so often didn't work for no reason pictures are all in full HD readable I can also show you
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3 months ago
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I have now sent my documents 5 times and they were rejected again without any reason
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3 months ago
Thank you very much, CANOCASUAL, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
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3 months ago
Dear CANOCASUAL,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bruce Bet Casino representative to join this conversation.
Dear Bruce Bet Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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3 months ago
Translation
I won without a bonus, tried to withdraw but it didn't work after 100 verification attempts, which didn't work for no reason, everything was rejected for no reason, the pictures are all readable in high quality, there is no objection to this. I've been waiting for weeks now but nothing is happening, I just want my money!
For months I have been trying to verify my account with all kinds of pictures and ID where everything is clearly visible: address, name, etc., pictures in FULL HD 1080 pixel resolutions as emails, vehicle and insurance invoices were submitted as pictures, pictures of ID, selfies with the front and back sides, but every time it's rejected, someone doesn't want to pay out my winnings, €900, current payout and that won't be approved again because my account isn't verified.
And I don't get any payout!!
Please help me
Best regards
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3 months ago
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currently!! Sent documents 6 times this week, rejected 6 times without reason!!!
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3 months ago
Dear CasinoGuru Team and Canocasual,
We have requested that proof of address be uploaded. Unfortunately, the previous documents were of the wrong type, did not meet our requirements, and could not be accepted for address verification.
We have already sent detailed instructions and a guide to Canocasual on what can be accepted as proof of address and the requirements for such documents. We recommend checking and uploading the correct document to finish the verification process.
If you have more questions, please let us know.
Best Regards,
BruceBet Casino Team.
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3 months ago
Translation
Are you kidding me? I have sent 100 bills with proof of address. Current cell phone bill, current car bill and my address is also on my residence permit. It's a complete cover-up!!!
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3 months ago
Dear CANOCASUAL,
Could you please forward me the e-mail with instructions and your uploaded documents to miroslava.d@casino.guru ?
I will try to look, to find out, what the problem is.
Thank you.
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2 months ago
Dear CANOCASUAL,
I don't see any e-mail from you in my inbox. Is there any problem on your side?
Thank you for your answert.
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2 months ago
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Case can be closed everything worked this time thanks
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2 months ago
Dear CANOCASUAL,
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,
Mirka
Casino.Guru
