Bruce Bet Casino - Player struggles with verification process for withdrawal.

Ich habe auch Probleme mit der Verifizierung. Bestimmt 5 mal probiert. Immer ist ein Dokument ungültig, egal was ich sende. Bekomme meine Auszahlung einfach nicht! Sind über 1000€.

Habe mich schon an den Support gewendet aber die schreiben immer nur das gleiche. Halt das ein Dokument ungültig ist. Mal ist es der Arbeitsvertrag mal der Mietvertrag oder Rechnung vom Strom.

Können Sie mir bitte helfen?

Ich weiß einfach nicht mehr weiter. Ich bin auf das Geld angewiesen.

Vielen dank schon mal für ihre Unterstützung.

Dear svenschoeckel1234,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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,

Petronela

Ja, ich soll eine Rechnung oder Mietvertrag, Arbeitsvertrag, Melde Bescheinigungen senden. Wo meine Adresse zu sehen ist. Habe ich auch alles gesendet.

Das Problem besteht bestimmt schon seit 14 Tagen.

Arbeiten Sie dran?

Thank you very much, svenschoeckel1234, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  

Dear svenschoeckel1234,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Bruce Bet Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Das wäre nett. Das Geld ist zwar schon verspielt, aber Verifizieren möchte ich mich trotzdem noch richtig. Damit ich hohe Beträge abheben kann

Dear Dominika,

Regarding the proof of address, we confirm that the user has uploaded a document for the year 2023. However, the document provided exceeds the allowable timeframe of three months.

Since our last communication, the user has not uploaded any new documents to our platform. 

Stimmt nicht. Ich habe auch mein Mietvertrag und mein Arbeitsvertrag gesendet. Das wurde auch nicht von Ihnen akzeptiert.

Ich meinte ich habe eine Melde Bescheinigung gesendet. Mir wurde im Support gesagt das reicht aus. Aber anscheinend nicht

Dear svenschoeckel1234, have you provided the casino with the requested updated document that is not older than three months?

Naja so gesehen nicht, da ich nichts habe. Habe keine aktuellen Rechnungen. Darum würde mir angeboten meine Mietvertrag zu senden, wo meine Unterschrift die des Vermieters und meine Adresse drauf steht.

Dear Bruce Bet Casino, what documents are acceptable for the player to provide as proof of address, please?

Dear Dominika,

The list of suitable documents for POA verification includes:

• Utility bill - municipality bill for utility services such as gas, electricity, water, sewerage, etc.
• A government-issued letter relating to tax benefits (tax statement) or a local authority tax bill (e.g., council tax) valid for the current year.
• Home insurance documents.
• TV bills.
• Credit agreement.
• Certificate of residence (must be stamped and signed, or at least stamped).
• Bank statement dated within the last 90 days with your name and address on it.
• Fixed line telephone bill.
• Notifications from the police about fines, violations, etc.
• Letters or invoices from insurance companies.
• Internet bills.
• Health/social insurance documents.
• If you live in a rented apartment - current rental or lease agreement signed by both parties, not older than 90 days with full name and address on it.
• Any other official letter or document with full name and address on it.

Please note that we cannot accept the following:

• Vehicle certificates or documents (but we do accept letters from the police about traffic violations).
• Checks, envelopes, and stickers with the address on the parcels as a confirmation of residence.
• Other documents that can be delivered to a player's address (medical prescriptions, recipes, invoices, etc.).
• Address on an ID card can't be accepted as a POA.
• Revolut statement.

Thank you for your understanding.

Dear svenschoeckel1234,

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.

Okay, das trifft sich doch gut! Es wurde die melde Bescheinigung die von der Stadt abgestempelt und oder Unterschrieben wurde.

Außerdem wurde ein Kontoauszug von der Stromrechnung mit Name und Anschrift von mir drauf! Der nicht älter war als 90 Tage. Wie oben in ihren Text beschrieben.

Da frage ich mich nun wo der Fehler liegt!?

Bitte schauen Sie doch noch mal in Ihre Unterlagen! Danke sehr

Dear svenschoeckel1234, could you please provide me with the documents you sent to the casino? You can send it via email (dominika.l@casino.guru).

Dear svenschoeckel1234,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.