Bruce Bet Casino - Player’s withdrawal has been delayed due to ongoing verification issues.

I keep requesting withdrawals, but they are always rejected. I keep being asked to verify my account, which I've done numerous times over the past two months. The excuses always vary—documents not readable, documents folded, etc.—none of which are true. Now it has been two months with my verification status still showing "your documents are being reviewed." I also requested to have my address updated because I moved, but two months is too long to wait. I've recently requested another withdrawal which still hasn't been processed.

Dear antjestraubel2,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

After uploading documents a number of times everything was OK. At first it always said documents were illegible, bent etc. I then uploaded again and again...with a request to change address...for 2 months it has said documents are being checked but it can never take that long, a few days, yes I can see that, but not 2 months...now I'm again worried about not receiving my requested payments because it still says documents are being checked...and I'm slowly getting angry...because waiting 2 months for verification or a change of address is not acceptable.

Thank you very much, antjestraubel2, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, antjestraubel2,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Bruce Bet Casino team,

Could you please explain the player's situation in more detail? What steps should he take to complete the verification and/or withdraw his winnings? Can you give him instructions on how to proceed?

Dear Branislav,

The user has been successfully verified on June 12, 2024, and their withdrawal request has been processed accordingly.

Thank you for your attention to this matter.

Thank you for your response and the update, Bruce Bet Casino team.

Dear antjestraubel2,

Can you confirm the above-stated? Was your account fully verified and the withdrawal(s) paid out? If so, can I consider the matter resolved and close the complaint, or is the anything else I can help you with?

Yes, after several messages it went

What great news!

Thank you, antjestraubel2, for confirming and using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino.

Thank you, Bruce Bet Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru