The player from Germany encounters issues withdrawing €4,500 after changing his address, leading to complications in the document verification process. He has submitted multiple documents but faces continual delays, with support indicating that updating the address may take a month.
Bruce Bet Casino - Player's withdrawal is delayed due to address change.
Amount: €4,500
Bruce Bet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
1d 2h 56m 47s
Case summary
6 days ago
Public
Public
6 days ago
Translation
Dear Guru Team, here is my case.
After several deposits totaling €250,
I won €4,500.
A week prior, I had requested to change my address since I had moved.
I did it just as a formality, and no one would have noticed otherwise. Now, during the withdrawal process, I'm told that my documents aren't good enough... then, that they need to update my profile's address.
The support claims that updating the address can take about a month.
I'm being stalled and told to upload more and more documents.
Each time I'm told it will take 48 hours, but nothing happens.
Thank you for your help. I really hope to receive the money.
The casino is well-structured, but...
Changing my address shouldn't be that complicated. I didn't have to verify myself before this.
Best regards
Cristian
Automatic translation:
Public
Public
6 days ago
Dear Cleo110390,
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, but it definitely shouldn't take one month.
- Could you please advise which documents you have already provided? Have you sent documents to confirm both your old and new address?
- Have you provided all the required documents as soon as possible and in the correct format?
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
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.
Public
Public
6 days ago
Translation
Hello, I have submitted my new ID with the new address, selfie with ID and proof of address (phone bill).
Along with that came the credit card, another selfie and more new pictures.
Automatic translation:
Public
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5 days ago
Translation
I had to upload my documents again because they were rejected.
It said I didn't upload a credit card, which I have now done for the third time.
According to an email from today, I have to wait at least 28 days until my address is changed.
Automatic translation:
Casino Guru is examining the case
