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

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

Amount: €1,000

Bruce Bet Casino
Safety Index:High
Submitted: 16 Dec 2024
Case opened Current status

Waiting for Casino Guru to reply

5d 7h 45m 7s

Case summary

2 days ago

The player from Germany faces repeated verification failures despite submitting all required documents and images. Without successful verification, they are unable to withdraw their winnings and have received no explanation from Bruce Bet.

Public
Public
3 days ago
Translation

Verification has failed multiple times, even though all necessary documents and images were uploaded. No explanation from Bruce Bet. I want to withdraw my winnings, but it’s not possible without verification.

Automatic translation:
Public
Public
2 days ago

Dear maikr7580,

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.

  • Could you please list which documents you have already provided and when exactly did you send the last one?
  • Did the casino specify which documents were approved and which weren't?
  • Could you please share with me your communication with the casino about what is required from you going forward? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas


Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.


Waiting for approval
Waiting for approval
2 days ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case

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