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

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

Amount: €8,000

Bruce Bet Casino
Safety Index:High
Submitted: 01 Aug 2024 | Case closed : 23 Aug 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

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.

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3 months ago
Translation

I won €8,000 and wanted to cash out. They advertise everywhere that they process withdrawals within 48 hours, even in the terms and conditions.


Alright, I understand that verification is needed, so I asked repeatedly in the live chat if any documents were needed. They kept telling me that I would receive an email once documents were required! That email came after 3 days!!!!!! even though the payout should happen within 48 hours!


Well, 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 state what the problem is! I went back to the live chat: After what felt like a thousand emails, they said the proof of address was not correct. Lisa sent me the standard text:


Proof of address: You can upload any document showing your full name and current residence. For example, utility bills, tax returns, or bank statements.

The document must not be older than 3 months.



I asked where the problem was since "bank statement" is listed and mine was the most recent, not even a month old.


Then they suddenly said they don't want two identical documents. What?!


Then they said my selfie was not in order. They wanted a selfie with my ID card. BUT THAT WASN'T MENTIONED ANYWHERE!!!!!!


Now I've sent everything again but it will take over a week, and I assume they'll find something else to complain about before anything might actually happen. The chat responds 99% of the time with pre-written standard replies!


They advertise "within 48 hours," but after 3 days, they first ask for documents (which should be flagged within 48 hours), only to then find new excuses for not paying out, hoping you'll blow the money again!

Automatic translation:
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3 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

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3 months ago

Dear The_Gamble_Lawyer,

Have you received your withdrawal from the casino yet?

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3 months ago

Dear The_Gamble_Lawyer,

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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2 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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