The player from Austria experienced delays in the verification process following a withdrawal request, which had been in processing for 3 days. Despite correcting a minor typo in his address, he was worried about extended wait times causing potential loss of funds through further gambling. The issue was resolved by explaining that KYC verification was crucial and could take several days. Since the player had already gambled away his winnings, no further action was possible.
Bruce Bet Casino - Player’s withdrawal is delayed.
Amount: €1,400
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
Other
REJECTED
Case summary
4 months ago
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5 months ago
Translation
Hello, this is Patrick. After reading extensively about this casino (complaints about payouts and verification),
I'm reaching out to you for support.
I made a withdrawal request that has been in processing for 3 days. I was then asked to verify my identity. I'm not sure why this is taking so long, but I've now received the link and sent my documents.
I also alerted support that I made a typo in my address, entering …..as….8 instead of …..ss….8. The live support assured me that this has been forwarded.
According to support, this can take another 3 days.
My biggest issue with this situation is the delay tactic. I’ve read enough stories about players ending up gambling their funds away due to the long wait times. That's why I'm reaching out to you now. It might be a bit early, but still...
Best regards, Patrick
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5 months ago
Dear Nvm1991,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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5 months ago
Translation
The problem is that I only get an email saying that the verification failed and no further explanation. I'm trying to clarify this with support.
Edited
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5 months ago
Translation
Can be closed, I lost everything, thanks
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4 months ago
Hi Nvm1991,
Please understand that KYC (Know Your Customer) is a critical and necessary process in which the casino verifies the identity of its players to ensure the rightful ownership of funds. Without the ability to physically inspect players and their documents, this procedure is crucial for gambling establishments to complete verification processes. Serious and licensed casinos prioritize KYC and it may take several working days to complete this comprehensive process.
Regrettably, since you have already played your winnings, there is limited recourse available to us. It's important to note that players are solely responsible for their accounts, active balances, and all wagers placed. For future reference, we encourage you to contact us as soon as issues arise so that we may intervene in a timely manner.
Thank you in advance for your understanding.
Best regards,
Petronela
