The player from Germany faces issues with withdrawal requests being canceled due to active bonuses. After playing through the bonus funds, the player has 4000 in raw cash but is not allowed to verify their account, resulting in delayed payouts.
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.
Case opened
Current status
Waiting for Casino Guru to reply
4d 7h 21m 36s
Case summary
3 days ago
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3 weeks 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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3 weeks 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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3 weeks 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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2 weeks ago
Translation
To date, nothing has happened on Bruce Bet Melder’s part!
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2 weeks 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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2 weeks ago
Translation
That's the answer you get again and again. The verification is always rejected after 48 hours.
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1 week ago
Translation
The account has now been verified, but any withdrawals are now rejected every time.
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1 week 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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3 days 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
Casino Guru is examining the case
Kubo is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
