From Germany, the player had been attempting to verify their account for the past two weeks. Despite having submitted requested documents such as bank statements and Lbs documents, the player consistently encountered delays and obstacles. After submitting additional documents, the player's account had been successfully verified. Consequently, the player was able to initiate their first withdrawal without any further issues. The Complaints Team had marked the complaint as resolved.
Bruce Bet Casino - Player struggles with prolonged verification process.
Amount: €120,000
Bruce Bet Casino
Safety Index:HighSafety Index
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
Hello, I've been trying to verify myself for about 14 days. They keep finding other things to delay the time. So that I'll probably gamble away my money. I have bank statement Lbs documents but wait 2 days every time and keep finding new reasons why it doesn't work .I even sent a credit card statement. Don't know what to do, hope you can help me. Kind regards, Heiko *****
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Dear Rohrfrei,
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.
- Do I understand correctly verifying the used payment method is the current reason for ongoing verification?
- Were the documents to confirm your identity approved?
- Could you please share your communication with the casino? 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
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8 months ago
Translation
Hello, the verification doesn't work, I can't come to a common denominator there. Today I sent the latest account statement in the original, let's see what happens next. I also asked if that was enough and the person said yes. Kind regards, Heiko PS. Want it as proof of address
Edited
Automatic translation:
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8 months ago
Dear Rohrfrei,
Was there any progress regarding your verification?
I'll await any news.
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7 months ago
Dear Rohrfrei,
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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7 months ago
Translation
Everything worked out great, I can now record the first payment. Many thanks Heiko ****
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Dear Rohrfrei,
I'm glad to hear that your verification was successful and your withdrawals are proceeding without issue. I will now mark the complaint as 'resolved' in our system.
If there are further withdrawal issues of your winnings from this casino, don't hesitate to contact us again.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
