The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player reported that his withdrawal had been cancelled and his account balance had been set to zero. He also mentioned that he had had to resubmit his KYC documents, which were rejected although he claimed to have been previously verified. The player expressed his dissatisfaction with the process and requested to close the complaint.
Bruce Bet Casino - Withdrawal of player's winnings has been delayed.
Amount: €200
Bruce Bet Casino
Safety Index:HighSafety Index
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8.2
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
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7 months ago
Translation
Hello.
On March 24, 2024, I withdrew €200.
This was approved.
The withdrawal was successful, and I received a confirmation email.
Regrettably, the money has not appeared in my account yet.
I have asked in the chat multiple times, but keep receiving the same responses.
I also inquired about the IBAN to which I made the withdrawal.
I had to answer a few questions, but I still haven't received a response.
No response,
No money.
I kindly request prompt assistance.
Automatic translation:
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7 months ago
Dear Tekkfried,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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7 months ago
Translation
But it takes less than 14 days for the money to be processed by my bank.
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7 months ago
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The money is still not in my account.
At first it said it would take 5 working days, suddenly 7 working days.
I was told that if there is no money on it this evening, I should report it in the chart.
Now I'm being kept waiting again.
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7 months ago
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Apparently there is no help available here either...
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7 months ago
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I ask for a quick solution, I wait and wait and nothing happens.
Whether from you or Bruce Bet, this can't be true.
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7 months ago
Thank you for your reply, Tekkfried. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.
Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
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7 months ago
Translation
I have already answered these questions in advance.
The payout was cancelled.
I had to send documents AGAIN and they were rejected.
Although I was actually successfully verified.
Haven't had any successful withdrawals there.
And it was with a bonus and I followed all the rules.
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7 months ago
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Now I have uploaded documents again and my withdrawal has been cancelled and I have 0€ on my player account because I supposedly don't have enough money.
I have/had 200€ in my account.
Now it is at 0 and the payout has been cancelled.
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7 months ago
Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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7 months ago
Translation
Of course I contacted the casino, but of course I didn't save all the chats.
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