The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The Complaints Team noted that the player did not respond to inquiries regarding the status of the withdrawal. As a result, the investigation could not proceed, leading to the rejection of the complaint.
Bruce Bet Casino - Player’s withdrawal has been delayed.
Amount: €8,000
Bruce Bet Casino
Safety Index:HighSafety Index
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8.6
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Translation
I won 8,000 euros and wanted to withdraw it. They advertise everywhere that they pay out within 48 hours, even in the terms and conditions.
Well, I know that verification is necessary, so I asked several times in the live chat if documents were needed. I was always told that I would receive an email as soon as the documents were needed! It came after 3 days!!!!!! even though the payout was supposed to be within 48 hours!
Anyway, I sent the requested documents such as proof of address (bank statement), ID card, AND a selfie!
After another 3 days, they suddenly said there were issues with the documents. Nowhere does it say what the problem is! I went back to the live chat: after what felt like a thousand emails, the proof of address was supposedly incorrect. Lisa sent me the standard text:
Proof of address: You can upload any document showing your full name and current residence, e.g., bills (utility, operating costs), tax returns, bank statements. This document must not be older than 3 months.
I asked what the issue was since it clearly said BANK STATEMENT, and that was the most recent, not even a month old.
Suddenly, they said they don't want two identical documents. Huh?!
Then they said my selfie was not okay. I was supposed to take a selfie with my ID card. THAT WASN'T MENTIONED ANYWHERE!!!!!!
Now I have sent everything again, but it will take over a week, and I assume they will find more faults before anything happens. The chat replies 99% of the time with prewritten standard emails!
They advertise "within 48 hours," but after 3 days, they ask for documents (which they should have noticed within 48 hours) and then find new excuses why they aren't paying out, hoping you'll lose the money again!
Automatic translation:
Public
Public
7 months ago
Dear The_Gamble_Lawyer,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
7 months ago
Dear The_Gamble_Lawyer,
Have you received your withdrawal from the casino yet?
