The player from Germany had struggled for over ten days to verify his address with the casino, despite having provided a bank statement with the necessary details. The casino had continually rejected his document, which had caused communication difficulties. After our team's intervention and an extended verification period, the player had confirmed that the casino had resolved his issue and had made the payment. We had then marked the complaint as 'resolved'.
Bruce Bet Casino - Player struggles with address verification process.
Amount: €2,000
Bruce Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Hello, it's been over 10 days now that I've been sending this casino my proof of address, but it's continually getting rejected. I've sent them my bank statement with all the required credentials but these people, if they can be called that, keep refusing it. I don't know what else to do, I try to contact them and they're truly terrible, they always repeat the same thing ('you have to wait 24/48 hours for verification') and then it always gets rejected. People this incompetent shouldn't even work if they can't do their own job.
Automatic translation:
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1 month ago
Hello Surry83,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bruce Bet Casino. Please allow me to ask you a few more question before we would move forward.
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?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hi, they replied to me telling me that all that is missing is my residential address. They have been rejected for more than ten days. I sent my bank statement again yesterday but I already know that the response will be the same. I hope you can solve my problem. Thank you very much.
Automatic translation:
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1 month ago
Hello Surry83,
As the recommended time for the verification has now passed, can you please advise if there's been any update in the case?
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4 weeks ago
Dear Surry83,
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.
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4 weeks ago
Translation
GRA for your assistance but the casino made the payment problem solved thanks
Automatic translation:
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3 weeks ago
Dear Surry83,
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,
Casino.Guru
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