The player from Switzerland is struggling with withdrawal requests which are being cancelled. The casino's live support and email address haven't provided any response from the relevant department for several days. The issue has been resolved successfully.
Bruce Bet Casino - Player's withdrawal requests are repeatedly cancelled.
Amount: 622 CHF
Bruce Bet Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
I have made a profit at this casino, which is not being paid out. The withdrawal requests are being canceled without reason. The live support and the general email address support@bruce.bet both claim that they have yet to receive a response from the department. And this has been going on for days!
It's absolutely outrageous what this casino is doing!
Automatic translation:
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5 months ago
Dear Roomic,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm that you successfully passed the identity verification?
Have you made any successful withdrawals from this casino before?
Have you accumulated your winnings with or without an active bonus?
Have you received any explanation from the casino as to why your withdrawal requests are being canceled?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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5 months ago
Translation
Hello Veronika
On Bruce.bet you can only verify your mobile number. There is no other way of verification.
Regarding your questions:
- I played without a bonus
- I tried to pay out a winnings for the first time
- I deposited 50 francs twice last Monday (November 13th). After the second deposit I was able to win 344 francs and wanted to pay it out. Afterwards I noticed that the payout via bank transfer to Switzerland was not possible (you have to select the country, but Switzerland cannot be selected). I then contacted live support and was advised to pay out the amount using another method. Then I tried to withdraw via Skrill. After 24 hours the withdrawal was canceled. In live support I was told that there was a technical problem and that I should submit the withdrawal request again. After this news I played again and was able to win even more (662.-). So I made the second withdrawal request (11/15). This was then also left open after 24 hours. Without explanation. And since then I've been waiting for an answer as to why it was rejected and I'm also waiting for an answer as to how I can get my money. The live support and the email address support@bruce.bet both write to me that they are waiting for a response from the department.
I now have an account balance of 622.14 francs, which is not being paid out to me. I now have a loss limit so I won't continue playing!
I really hope that you can help me or at least put pressure on the casino.
Thank you
Kind regards
Michael
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5 months ago
Translation
Update: The withdrawal request from Friday (11/17/2023) was rejected again on Sunday (11/19/2023) due to a technical problem with Skirll.
On Monday (November 20th, 2023, at around 9:00 a.m.) I was informed that a withdrawal via bank transfer to my country was not possible. Other withdrawal methods are available.
The withdrawal request from Sunday (11/19/2023) via Skrill was rejected for no reason on Monday (11/20/2023, around 1:30 p.m.).
The live support continues to ask for patience until the problem has been solved, but they show little understanding that my patience for money has come to an end.
Current account balance at Bruce Bet 621 francs!
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5 months ago
Translation
Is anyone watching this? Haven't heard anything for 4 days!
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5 months ago
Thank you very much, Roomic, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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5 months ago
Translation
Good day.
Something happened on November 22nd. After 5 withdrawals being canceled, I kept making the same request. On November 22nd, 2023 I was able to verify my data (only possible if the casino requests it). The status of the payout request has currently been "in progress" since November 23, 2023. It looks like things could still turn out well. I'm now waiting to see whether it works or not.
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5 months ago
Hello there,
Thank you Roomic for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Bruce Bet Casino for their help in resolving this complaint. We would like to know what is the problem with the withdrawals and what can we do to help resolve this issue.
Thank you!
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5 months ago
Translation
You can close the case. I have just received my money.
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5 months ago
Dear Roomic,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
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