The player from Germany faced repeated rejections of his withdrawal requests from Bruce Bet despite having submitted all required documents, including address proof, payslip, bank statements, and ID. After multiple communications with the casino, it was confirmed that all necessary documents had been provided and the verification was successful. The withdrawal of €4200 was processed, and the player reported that the payout was successful. The complaint was marked as resolved by the Complaints Team.
Bruce Bet Casino - Player’s withdrawal has been delayed.
Amount: €4,660
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
3 months ago
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4 months ago
Translation
Good day. I don't get my winnings from Bruce Bet. It keeps getting rejected, even though I've always paid online and uploaded all the documents they need: my address and pay slip, bank statement, registration certificate, photo, bank statement, bank card, ID and everything. I hope you can help me. Kind regards, [name hidden by Casino Guru]
Edited by a Casino Guru admin
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4 months ago
Dear dkdavood44,
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 make sure I understand your situation completely.
Could you please specify if you see any errors or notifications when your withdrawal request gets canceled?
Have you communicated with customer support regarding your canceled payments?
Could you please confirm if you passed the full KYC verification?
Have you accumulated your winnings with or without an active 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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4 months ago
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Hello. Thank you for your reply. I have contacted Composer customer service at least 10 times.
Didn't get a bonus. My winnings haven't been canceled. I can still see the payout amount. They're always coming up with something new. That's okay, I've uploaded all the documents.
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3 months ago
Could you please send me the screenshot of your withdrawal history? When exactly did you submit the withdrawal request for €4660?
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3 months ago
Translation
Hello and thank you for your feedback. I have agreed with brucebet to send a statement of deposit. I am waiting for the letter from my bank. My withdrawal is €4200 although I won €4630. I am only allowed to withdraw €4200.
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3 months ago
Thank you for the information. Has your bank issued the statement requested by the casino yet? Has this document been reviewed by the casino?
Have you received any explanation as to why you are allowed to withdraw 4200€ only? Have you accumulated your winnings with a bonus?
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3 months ago
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I asked why only €4200 and they said something that I didn't understand. Actually, I had already uploaded a bank statement. But they didn't accept it. I don't know why. I suspect they want to rip me off.
You can also see my account number and also date. I am still waiting for a response from my bank. Thank you for your helpAutomatic translation:
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3 months ago
Were you asked to send the deposit payslip only or the bank statement for the last 3 months? Please be aware that the bank statements and proofs of payments should contain your personal information.
I have checked the KYC Policies on the casino website and this is what I found:
1.4. Photo Requirements for Documents
Please ensure that Your documents meet the following criteria:
The photo of the original document must be clear and legible;
The personal data displayed (such as name and date of birth) should match the details on Your Member Account;
All corners of the document need to be visible in the photo;
Screenshots, scanned copies, and black and white photocopies are not acceptable.
If you have an email or chat transcript containing the explanation of only €4200 being available to you, please send it to me at veronika.l@casino.guru. We will review the casino's reasoning and provide an explanation to you.
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3 months ago
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I used these documents to request the withdrawal amount. I used the same documents to make withdrawals from Vulkan Vegas and other online casinos without any problems. I also uploaded a report description and pay slip.
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3 months ago
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With so many documents there can't really be a problem.
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3 months ago
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Good day. I don't know how you can help me. Bruce Bet Casino is refusing to pay out. I have uploaded all the documents and the last document, my bank statement, shows that I have deposited money. That has been three weeks now. If it continues like this, I don't know what to do.
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3 months ago
Thank you very much, dkdavood44, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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
Hello dkdavood44,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Bruce Bet Casino representative to join this conversation and participate in resolving this complaint.
Dear Bruce Bet Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
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3 months ago
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Good day and thank you for your efforts.
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3 months ago
Dear Stefan,
The player’s withdrawal has not yet been processed because they are still undergoing verification. Once the verification process is successfully completed, their withdrawal will be processed. We appreciate their patience and understanding.
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3 months ago
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Thank you for your efforts. You always find an excuse. I hope it works this time. Thank you very much
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3 months ago
Dear Bruce Bet Casino.
Could you state if the player has provided you with all the documents?
I'll be awaiting your reply.
Guten Tag. Nach diesem Mail habe ich original Konto Auszug von 09.07.2024 hochgeladen. Das war letzte Dokument dass Bruce Bet von mir wollen. Vielen Dank
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3 months ago
Dear Stefan,
Yes, the player has provided all necessary documents. The verification is successful, and the withdrawal is being processed.
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3 months ago
Hello dkdavood44,
Could you let me know once you receive the payment?
I'll be awaiting your reply.
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3 months ago
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Good day. Thank you for your answer and I thank you very much. You know, I don't believe it. Bruce Bet always finds something new. I will wait patiently :)
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3 months ago
Dear dkdavood44,
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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3 months ago
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Good day. And thank you for your efforts. I'm still waiting. I hope this week until Friday. They said that they transferred the money incorrectly. The money is back and they assured me that the payment of €4200 will be transferred. I hope it works. I'll let you know when the time comes, thank you very much.
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3 months ago
Hello dkdavood44,
Thank you for your response and the information provided.
Please, let me know once you receive the payment.
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3 months ago
Translation
Good day. Thanks again for your help, the payout was successful 👍 finally. I wish you all the best 💐 for the future. Many thanks.
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3 months ago
Dear dkdavood44,
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,
Stefan, Casino.Guru
