Bruce Bet Casino - Player struggles with account verification.

account verification

Dear lukaszhelwin2,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Bruce Bet Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

He sent all the necessary documents to verify the account for 2 weeks (every other casino verifies me positively based on the same data) to withdraw PLN 3,500. It is deliberately made difficult, I think they are counting on the player to win the money. Moreover, everything must be done via the tab in the verification profile, where you have to wait up to 72 hours for a response.

He sent them all the necessary documents to verify the account for 2 weeks (every other casino verifies me positively based on the same data) in order to withdraw PLN 3,500. It's deliberately made difficult, I think they are counting on the player to win the money. What's more, everything must be done via a tab in the verification profile, where you have to wait up to 72 hours for a response.

Dear lukaszhelwin2,

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Dear lukaszhelwin2,

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.

All documents have been approved. When creating the account, I entered the wrong residential number, but before verification, I submitted an application for data updates and it has been going on for exactly 29 days. I contact the casino every day and the answer is always the same, telling me to wait. Payments have also been suspended

All documents have been approved. When creating the account, I entered the wrong residential number, but before verification, I submitted an application for data updates and it has been going on for exactly 29 days. I contact the casino every day and the answer is always the same: let me wait.

This is another message with the same content! From Bruce Bet Casino.

Fri, 05 Apr 2024, 06:24 user Bruce Bet Support < support@bruce.bet > wrote:

Hello, Łukasz!

Thank you for contacting us!

As I see in the system, you already have an active withdrawal request in the amount of PLN 3,800 in the "Pending" status. As long as your balance is in this state, you can continue playing, so we advise you to be more careful and not reduce your balance to a value lower than the amount specified in your withdrawal request.

We have detected possible suspicious activity on your account related to requests to change your personal details and withdraw funds. Your account is being reviewed and your payout will be processed once the investigation is complete.

Please note that our Customer Service Team is always happy to help you. We are here for you 24/7.

Yours faithfully,

Gaming club manager, Kamil

312869

I understand that such matters take some time, but 33 days?

Dear lukaszhelwin2,

Can you please advise why did you enter the wrong address? What address did you enter and what is the correct one?

The name of the street is correct, but instead of being 47/60, I gave it 48/60 and that's all. Well, I made a mistake when entering... and what's next? My situation remains unchanged and I'm still waiting. Can something be done about it?

Dear lukaszhelwin2,

Such small mistake in address should not be an issue causing such delay. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you lukaszhelwin2 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 issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Dear Peter,

We wish to inform you that the user's account was successfully verified on April 11, 2024. Additionally, their request for GDPR data modification has been processed.

Thank you very much for the update Bruce Bet Casino representative.

Dear lukaszhelwin2, has your issue been resolved or do you require any further assistance? Thank you in advance!

Dear lukaszhelwin2,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.