HomeComplaintsBruce Bet Casino - Player's withdrawal has been delayed.

Bruce Bet Casino - Player's withdrawal has been delayed.

Amount: €15,000

Bruce Bet Casino
Safety Index:High
Submitted: 22 Feb 2024 | Case closed : 28 Mar 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

7 months ago

The player from Germany had won 15000€ at the casino. Despite having sent all necessary documents and verifying his identity multiple times, his winnings had been delayed for a month. The player had provided all the necessary documents for KYC verification. However, the casino had informed that the player had an active address change request in accordance with GDPR, which was causing the delay. After the address change was verified, the casino confirmed that the player's account was fully verified. We had not received any updates from the player since, hence we had to reject the complaint.

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8 months ago
Translation

Hello, I have won 15000 € here and they don't want to pay me for 1 month. The money has been held on the side and they want very private things... I have sent all the necessary documents and have verified myself 10 times, yet everything has been rejected

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8 months ago

Dear Mmm12,

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 you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

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8 months ago
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Hello, yes, as I said, I sent all the necessary documents...Selfi with passport, ID card...Report confirmation, bank statement...

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8 months ago
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My last verification was yesterday and I'm now waiting for a response again

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8 months ago
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Hello, why doesn't anyone answer?

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8 months ago

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8 months ago

Thank you very much for your reply, Mmm12. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

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8 months ago

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8 months ago

Thank you very much, Mmm12, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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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8 months ago

Hi Mmm12,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

In the meantime, could you please send me (at natalia.b@casino.guru) the bank statement you sent to the casino to verify your deposit? In the screenshots, the customer support said that you didn't provide them with the requested document.



Dear Bruce Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if verifying the player's payment method is the only obstacle before processing the withdrawal request?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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8 months ago

Dear Natalia,


Please be informed that the user has an active address change request in accordance with GDPR. We are currently verifying the request and will continue with the verification process promptly upon its completion. We understand the importance of adhering to GDPR regulations and take our responsibilities in this regard very seriously. 

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7 months ago

Thank you for the reply, Bruce Bet Casino. Could you please specify how much time is required to finish all the necessary checks?

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7 months ago

Dear Natalia,


Please be informed that as of March 7th, the user's address has been successfully updated in compliance with GDPR regulations. His account is now fully verified.

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7 months ago

Thank you for the updates, Bruce Bet Casino.


Dear Mmm12, could you please share any updates? Based on the reply from the casino, your account is now fully verified. Are you able to request a withdrawal now?


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7 months ago

Dear Mmm12,

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.

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7 months ago

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

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