The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet at that time. The player reported delays and issues with a €810 withdrawal, including rejection of part of the payout and conflicting information from the casino and bank. She confirmed that her account had been fully verified and that no bonus funds were involved. The withdrawal was eventually received, and the complaint was marked as resolved by the Complaints Team.
Bruce Bet Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,030
Bruce Bet Casino
Safety Index:Very lowCase summary
Discussion
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3 weeks ago
Translation
Hello, I initially won €220, which has been pending processing since February 26th, 2026. Then, three days later, I won €810. I'm certified, yet they claim there are so many requests that they can't say when it will be paid out. But it should actually take 48 hours.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear wb6wz2sjk2,
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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3 weeks ago
TranslationNow €220 have been rejected, supposedly by the bank! And the €810 are still being processed! They made me wait two weeks and then said it was rejected?! I feel cheated.
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3 weeks ago
TranslationSomething else new… the payout was rejected, now it's due to technical difficulties…! I'm speechless…
First they say it's on its way, waiting for the bank, and then this... I have no idea what to do now...?! Do you have any ideas?
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2 weeks ago
Dear wb6wz2sjk2,
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.
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2 weeks ago
Dear wb6wz2sjk2, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- 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?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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 very much in advance for your reply.
Karla
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2 weeks ago
TranslationYes, I completed the certification 6 weeks ago, passed, and received payment.
I no longer have any outstanding bonus funds; they were to be paid out directly to my real-money balance. It was then under review, and I was told that my bank was processing it but that it could take 5-7 days. When those 5-7 days had passed, I inquired again, and they said... that they didn't know anything either and that I should wait for emails from them. I inquired again today... but received no response, only that I should wait.
Yes i do !
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1 week ago
Dear wb6wz2sjk2,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Karla Mayfly
Casino.Guru
