Bruce Bet Casino - Player’s withdrawal is delayed due to verification issues.

This casino is problematic. I won 150000 SEK. I made a withdrawal, and it said I needed to verify myself, which wasn't a problem, so I uploaded the documents they requested. After 4 days, I received a response that my documents were rejected. I asked them what the issue was, and they said everything was approved but that I had forgotten to send a picture of the back of my ID card. Alright, I thought, and I uploaded that as well. 4 days later, I got a response that my documents were rejected again. I contacted them and asked what the issue was, and they said my documents were of poor quality and not readable or clear. I asked them which photos weren't good, and got no answer.

Dear jessicakarlsson823, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Do I understand correctly that all your identity documents were rejected by the casino?

Have you made sure that your documents meet all the necessary requirements? In particular:

• The photographs should be clear and of high quality.
• The document's information should be clearly visible.
• If you were asked to submit a selfie, your face should be fully visible and not covered by any document.

When was the last time you communicated with the casino regarding your verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards

Veronika

Dear jessicakarlsson823,

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.

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.