The player from Italy faces difficulties withdrawing funds from the casino, as support does not provide clear explanations. Despite submitting the necessary documents, including utility bills, they continue to be rejected because the bills are under the player's parents' names.
Bruce Bet Casino - Player's withdrawal is delayed due to documentation issues.
Amount: €2,000
Bruce Bet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 22h 2m 18s
Case summary
1 hour ago
Public
Public
3 hours ago
Translation
I can't withdraw, and the support center doesn't provide any explanations. I send the documents, but they are always rejected. They ask for utility bills like electricity and gas in my name, but how can I provide those when I live with my parents and the bills are in their names?
Automatic translation:
Public
Public
2 hours ago
Dear matteoonali74,
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 the missing utility bill seems to be the only issue?
- Which documents have you already provided and have any of them been approved?
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,
Kristina
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