The player from Germany faced issues with withdrawal requests being canceled due to active bonuses. After playing through the bonus funds, the player had 4000 in raw cash but was not allowed to verify their account, resulting in delayed payouts. The player initially experienced repeated rejection of withdrawal requests, but after further communication, the account was verified and the payout was successfully processed. The complaint was marked as resolved following the successful release of the funds.
Bruce Bet Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €4,000
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
1 month ago
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2 months ago
Translation
The casino is canceling withdrawal requests stating that some bonuses are active. So far, so good. After the bonus money was played through, I now have 4000 in RAW cash.
The casino is not giving me the opportunity to verify myself and, unfortunately, has not paid out the money yet!
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2 months ago
Dear Flizzy,
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?
- Do you currently have a pending withdrawal?
- Could you please provide more details regarding the verification issue?
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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2 months ago
Translation
Hello,
The first payout right at the beginning was 100.- via BTC. Of that, only 89.- reached me.
This morning my pending withdrawal was cancelled again after 48 hours and 1250 euros were deducted from my balance because I was only allowed to win 50 from a non-deposit bonus...
My balance is now €2750, which I have requested to be paid out again.
The casino states that a payout or the request for verification can take up to 48 hours, they wait this amount of time every time and then find some excuse not to make a payout!
Edited
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1 month ago
Translation
To date, nothing has happened on Bruce Bet Melder’s part!
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1 month ago
Thank you very much for your reply, Flizzy. Have you tried contacting the casino regarding this issue? 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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1 month ago
Translation
That's the answer you get again and again. The verification is always rejected after 48 hours.
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1 month ago
Translation
The account has now been verified, but any withdrawals are now rejected every time.
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1 month ago
Thank you very much, Flizzy, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Translation
Hello, the money was paid out today. Thank you for your help!
the case is therefore closed
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1 month ago
Hello Flizzy,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Dear Flizzy,
I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.
Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).
An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best regards,
Kubo
