The player from Italy had won €7,200 at Bruce Bet Casino but faced repeated rejections of her verification documents needed to process her withdrawal. Despite having previously successful withdrawals, she felt frustrated after sending the documents four times over two weeks. The complaint was rejected as the account was closed, preventing further investigation into the verification issues. The Complaints Team expressed regret for not being able to assist further.
Bruce Bet Casino - Player’s withdrawal is delayed due to document rejections.
Amount: €7,200
Bruce Bet Casino
Safety Index:HighSafety Index
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8.2
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Hello, I won €7,200 at Bruce Bet Casino. When I tried to withdraw, they asked for my documents. I sent all the requested documents, but after a few days, they were rejected. I sent the documents again for the second time, and they were rejected once more. I sent them a third time, and the same thing happened. Now I've sent them a fourth time, and they will probably be rejected again. I feel like they're mocking me. I have made small withdrawals from this casino before, and everything went smoothly. The support team in chat and email keeps telling me to be patient, but after two weeks, my patience has run out.
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3 months ago
Dear andreconte05,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did you accumulate your winnings with or without an active bonus?
- Have you been informed about the reason why the documents were rejected?
- Which documents have been approved and which have not?
- Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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3 months ago
Translation
Hi, I sent you an email and the only response I get is always the following 
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3 months ago
Translation
Still no results on document verification, what a shame
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3 months ago
Dear andreconte05, do you have any updates on the recent document verification?
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2 months ago
Dear andreconte05,
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
Translation
There was no way to get the documents accepted, I closed the account out of nerves and I don't want to hear anything more and they will have a bad review from me forever! I will report them endlessly!!!
Automatic translation:
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2 months ago
Since this complaint was related to verification issues, we are unable to proceed with further investigation now that you have closed your account. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
