The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player experienced repeated verification issues, but after further communication, part of the withdrawal was successfully processed, with the remaining amount eventually being paid out in full. The complaint was marked as resolved, and the player was encouraged to reach out for assistance in the future if needed.
Bruce Bet Casino - Player’s withdrawal has been delayed.
Amount: €15,000
Bruce Bet Casino
Safety Index:Very highSafety Index
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9.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
I won €15,000 at Bruce Bet, but now the payout can't be processed due to verification issues! The last documents were not accepted!
I have resubmitted them, and they are being reviewed again!
Automatic translation:
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2 months ago
Dear ChrisMei,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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2 months ago
Dear ChrisMei,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 months ago
Translation
The first part of the money has arrived, 5000€ have been transferred!
Automatic translation:
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2 months ago
Dear ChrisMei,
Glad to hear that part of the withdrawal arrived.
Can you please clarify since when exactly are the remaining withdrawals pending?
Please keep in mind that the casino has a weekly withdrawal limit of 5000€ which may also cause the delays.
Looking forward to hearing from you.
Regards,
Nick
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2 months ago
Translation
The second payout of 5000€ has now arrived and one is still pending!
Automatic translation:
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2 months ago
Dear ChrisMei,
Great news.
Let us know once the last withdrawal arrives as well.
Will be awaiting your response.
Regards,
Nick
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2 months ago
Dear ChrisMei,
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
Dear ChrisMei,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
