The player from Germany faced difficulties withdrawing winnings due to ongoing issues with the verification process. After six weeks of communication with the casino regarding the required documents, the winnings were finally paid out. The Complaints Team confirmed the resolution of the issue and marked the complaint as resolved in their system.
Bruce Bet Casino - Player's withdrawal is delayed due to verification issues.
Amount: €4,920
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
I am unable to withdraw my winnings because there is always an issue with the verification process!
Automatic translation:
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3 months ago
Dear ChrisMei,
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.
- Have you made any successful withdrawals before?
- Could you please clarify what issues with the verification process you have?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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3 months ago
Translation
This is the first payout at Bruce.bet.
I submitted:
Photo of ID card photographed on both sides,
Selfie with ID,
A Telekom bill for proof of address,
PDF of my bank statement from the day of deposit,
Bank card on both sides!
Now they want my bank statement again, so I contacted support twice, where one employee told me something about Sofort/Klarna and the other something about the bank statements!
You can't see what has been accepted so far and what hasn't, you just keep getting messages saying that the verification was not successful!
The money was won with bonus.
greeting
Christian M***
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Thank you very much for your reply, ChrisMei. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 months ago
Translation
Unfortunately I don't have any conversation history saved!
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2 months ago
Translation
The winnings were finally paid out after 6 weeks of verification madness!
Automatic translation:
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2 months ago
Dear ChrisMei,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
