The player from Germany faced withdrawal issues due to a recent address change. Despite submitting his updated ID, the casino's support team indicated it could take up to 28 days to process the update. We requested further information and correspondence from the player to investigate the matter. However, due to the player's lack of response, the complaint was rejected.
Bruce Bet Casino - Player's withdrawal has been delayed due to address change.
Amount: €10,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
5 months ago
Translation
Dear Sir/Madam,
I have tried to withdraw my winnings but now there's a problem because I have recently moved and have a new address. I submitted a request to update my details along with images of my ID (front/back). Now the support team is telling me that it could take up to 28 days to process the change?! How is this possible? I am on the verge of losing my mind!!!
Please help me🙁
Automatic translation:
Public
Public
5 months ago
Dear Timiii1893,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bruce Bet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you previously verified your old address in the casino?
- Have you achieved your winnings with the help of a bonus?
- Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
5 months ago
Translation
No, I did not verify my address beforehand because I was at the registration office just the day before and forgot.
The win was not achieved with any bonus I played a little more
my payout amount is now 10,000 euros.
I wrote to live support and they said it takes up to 28 days to update the address. Is that possible?
Greetings Tim
Automatic translation:
Public
Public
4 months ago
it would be helpful for us to check your correspondence with the casino regarding the issue. Please forward any relevant communication between you and the casino that would support your case. My email is tomas@casino.guru
