Bruce Bet Casino - Player claims that payment has been delayed.

Documents need to be uploaded for verification before a payout can be processed. It is always claimed that there is an error.

For example, they want me to upload something from Skrill showing my email address and the deposit details. However, I didn't deposit via Skrill, but via Sparkasse (a German savings bank). I've already uploaded this bank statement along with all other relevant documents. In any case, this finance department keeps trying to verify the Skrill transaction even though I've explained that I deposited via Sparkasse. I've received withdrawals from this casino before, but this time they're being difficult and won't release the funds without successful verification.

What to do ??

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Dear nremer,

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

Dear nremer,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, there was no payout; I've since played through the money and left the casino.

To allow me to unsubscribe, the casino now also wants to know deposit details, etc.

Regards ******

Dear nremer, thank you for your reply. 

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila G.