HomeComplaintsBruce Bet Casino - Player's withdrawal is delayed due to documentation issues.

Bruce Bet Casino - Player's withdrawal is delayed due to documentation issues.

Amount: €2,000

Bruce Bet Casino
Safety Index:High
Submitted: 05 Nov 2024
Case opened Current status

Waiting for player to reply

3d 8h 9m 17s

Case summary

4 days ago

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.

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2 weeks 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:
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2 weeks 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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2 weeks ago
Translation

I provided: identity document, bank card, selfie, bank statement, the other time I won 800 euros they paid the money into my account without asking for these documents... reason?

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1 week ago

Thank you very much for your reply, matteoonali74. Some casinos perform the verification sooner, some later. Depending on the license, many casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or few smaller withdrawals without providing documents (they usually require verification after the sum of withdrawals exceeds €2,000), but most often casinos ask for documents at the point of the first withdrawal.


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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4 days ago

Dear matteoonali74,

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.

matteoonali74 has 3d 8h 9m 17s to reply

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