The player from Germany had been attempting to verify his account for over a week, submitting documents multiple times, but continued to face issues. The casino claimed that the provided selfie and proof of deposit were incorrect, and he had not received responses to his inquiries about the transaction details. He was seeking assistance in retrieving his funds. The issue was resolved, with verification successfully completed after the player provided the necessary documentation, including bank statements and transaction details, which led to the acceptance of his proof of payment.
Bruce Bet Casino - Player is facing delays in account verification.
Resolved
Our verdict
Case closed
Amount: €400
Bruce Bet Casino
Safety Index:Very lowCase summary
Discussion
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9 months ago
Translation
Ladies and Gentlemen,
I've been trying to verify myself with the casino for over a week now. I've submitted documents four times already, and there's always something wrong. They criticized the selfie with my ID, but they said it was okay. I'll take several new ones. Then they said I didn't send any proof of the deposit. I sent a bank statement for the entire day with all my transactions on it. Then I sent the casino the only two payments for the deposit amount that were made that day, and they still told me it was wrong. When I asked in the chat whether I could provide the time of the transaction or a mandate ID or reference number, which I also see on my account, it didn't respond. The casino didn't even tell me the payment provider that processed the debit. I finally want my money and hope for help. My account there is registered under the email address.
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9 months ago
Dear p9sqhqnj74,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please provide the exact date of your initial verification request?
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,
Katarina
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9 months ago
TranslationHello
first point answer:
-Identity cards front and back multiple times.
- Selif with ID card both sides multiple times
- Multiple proof of address. Both from my utility bill and from the tax office, both no older than three months.
- All transactions totaled 15 euros. I have included a screenshot of the account statement from the date on which both debits appear (they were only posted on the 30th, but the entry shows the date as 28th), as well as detailed information for each of the 15-euro transactions. Unfortunately, I don't know which of the two transactions went to Bruce.bet, and they wouldn't tell me which was the correct one.
- Screenshot of my virtual debit card from Apple Pay
- photo of my real bank card to verify the entire account and prove everything correctly.
Second point answer: I adhered to all the formats that were required of me and also submitted everything promptly.
Point 3 Answer: I submitted the payment request on May 28, 2025, and I was asked for the first verification on May 30, 2025.
When I communicate via chat, no one can help me or give me a concrete answer as to what exactly is wrong with my payment documents or my selfie.
I hope this helps you to support me
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9 months ago
TranslationUpdate: My verification was rejected again. They said my selfies weren't properly recognizable, and my deposit receipt was also allegedly incomplete.
I've now had more selfies taken of myself and my ID and sent both deposits from that day (since I don't know which one went to Bruce.bet), as well as an account statement from that day with both transactions. It's starting to get annoying. I bet they'll find something wrong again. Is there any way I can send them the proof? So they can take a look?
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9 months ago
TranslationMy documents have been rejected again 😔 I really hope for help from you
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9 months ago
Dear p9sqhqnj74,
thank you for your message.
Do I understand correctly that verifying your selfie picture with ID seems to be the only issue? Has the casino approved the rest of your documents?
Could you please send this picture to my email katarina.d@casino.guru?
Looking forward to your reply,
Katarina
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9 months ago
TranslationNo, the image is no longer a problem. The casino is now just giving me trouble with the proof of payment.
As described above, I made two payments of 15 euros that day and sent the casino all the documents. I will also send them the whole thing again by email.
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9 months ago
TranslationI emailed them everything I sent to the casino via proof of payment. Both payments totaled €15, which were made on the 28th. Since I don't know which one was for Bruce.bet and which one was for my virtual card linked to Apple Pay, I hope they can help me quickly.
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9 months ago
TranslationIf there's anything else I should send you, please let me know. I thank you in advance for your help.
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9 months ago
TranslationDid you receive my email with the attachments yesterday?
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9 months ago
TranslationI really need your help now. I always get the same response: Thank you for waiting. As I see in my system, the bank statement was uploaded without a requested deposit, which is why your documents were rejected. You are asked to upload the following documents on your verification page: a bank statement or screenshot of your online banking account, showing your name and your deposits at our casino. This concerns the €15 Apple Pay deposit made on May 28, 2025.
I sent the casino all my payment transactions, but they just don't accept it 🥺
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9 months ago
TranslationThe verification worked. I don't know if you contacted the casino. If so, thank you for your help.
You can close the case
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9 months ago
Dear p9sqhqnj74,
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,
Katarina
Casino.Guru
