The player from Germany had been attempting to verify her account since November 4th, but her documents kept getting rejected. She encountered issues uploading new documents because the system indicated everything had already been sent, yet the casino claimed they had not received them. As her account remained unverified, she was unable to withdraw her funds. After the account was finally verified, the player experienced significant delays and inconsistent explanations regarding the withdrawal of her €4,000 winnings, with the casino applying unclear and changing weekly payout limits contrary to their publicly stated guidelines. The Complaints Team intervened by requesting clarification from the casino and monitoring the case. Eventually, the remaining funds were successfully paid out to the player, and the complaint was marked as resolved.
Bruce Bet Casino - Player's account verification is delayed.
Case closed
Amount: €4,000
Bruce Bet Casino
Safety Index:Very lowCase summary
Translation
Hello, I've been trying to verify my account since November 4th, but my documents keep getting rejected. They keep asking me to send proof of my address, my bank statement showing the Paysafe deposit, and a photo of myself holding my ID. Everything has been rejected so far. I can't even upload any more data to the casino because it says I've already sent everything, but they claim they haven't received it. Like I said, everything I've tried has been rejected because the account isn't verified. The last time they said I sent my ID, which they didn't need even though they had requested it beforehand, they rejected it because I sent too much information. I don't know what to do anymore because we could really use the money. And now, today, I can't even upload the data I didn't send. It always says it's already been sent, but they never received it! Since they won't verify my account, they obviously won't pay out. I'm begging for help; I'm at my wit's end. Thanks in advance.
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Dear Micha2883,
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.
- Have you communicated this issue with casino support? Have they helped you find a solution?
- Are you able to submit the requested documents via email>
- 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
TranslationNo, the problem hasn't been solved yet; the documents keep getting rejected. There's always something new they don't need to verify. I think it was on November 2nd or 3rd that I first submitted everything. I've been dealing with this process ever since.
TranslationI described the problem to customer service, but all that came of it was that I had to keep sending the documents.
They're not really interested in finding a solution! I send in the documents, wait between 3 and 6 days, and then they're rejected again!
TranslationDocuments were rejected again.
I was supposed to send proof of address and Paysafe verification, which I did. It also said the data was being verified, but supposedly they didn't receive anything.
I wonder why they would refuse if they haven't received anything?
TranslationI've sent so many documents that I can't even send them anymore because it says they already have them!
But supposedly they didn't get any!
TranslationDocuments were rejected again today.
And it seems you are also interested in helping me, since I never get any answers!!
Dear Micha2883,
thank you for your reply.
Please note that this is not a live-chat service, so there is no need to request our intervention repeatedly. We are currently handling a high volume of active complaints, and although we strive to respond as quickly as possible, it is not feasible to provide immediate replies to every message. Our team has up to seven days to respond to each complaint, and we always aim to address inquiries as promptly as we can. We kindly ask for your patience during this process. Thank you for your understanding and cooperation.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
TranslationThe account has finally been verified, but now they are causing problems with the payout.
They only paid half of my winnings.
Dear Micha2883,
thank you for your reply and emails.
Could you please clarify the issue you are experiencing with the withdrawal? Is the casino delaying the processing, or has it refused to pay out your winnings? Additionally, can you confirm whether the amount of 2,000 EUR was successfully withdrawn from your casino account?
Looking forward to your reply,
Katarina
TranslationAfter sending the same documents for the hundredth time and finally verifying the account, they immediately transferred the first €2,000. I've been waiting for the remaining €2,000 ever since. Apparently, they have to wait a week before they can process the next payment. I should have received it by now, but still nothing. One payment has been marked as being processed since November 3rd, and the other has been marked as being processed since November 24th, and I haven't received anything yet.
They kept referring to their guidelines, which I then read through, and which state that if the total deposit amount exceeds five times the winnings, then only €5,000 can be withdrawn within 30 days. I haven't reached that limit; I only have €4,000 in total. Otherwise, I would have understood. I pointed out that it clearly states that if the total deposit exceeds five times the total amount, only €5,000 can be withdrawn within 30 days. Their response was simply that it would be automatically divided and I would have to wait, and that they couldn't withdraw it right now. They claimed these were the guidelines, which isn't true, and they didn't try to clarify anything. They just kept telling me to wait, that these were the guidelines, which isn't actually stated in the guidelines. Sabine then explained that the 30-day period and the €5,000 limit, that I had won another €5,000 or more, or that I wanted to withdraw, would still exceed the 30-day period. Yes, that's how it was, and then I was kicked out of the chat. During the conversation, I was transferred to someone else five times because they supposedly had to leave the room. The end result is that I'm still waiting, and the money should have been in my account today at the latest, or at least shown as paid out. But when I practically arrived at the
1.11.25 €2000 had to be paid out, on 03.11.25 €1500 and on
24.11.25. 500 euros
So far I've only received these €2000. I haven't received any further payments since.
TranslationI keep getting excuses whenever I ask why they can't or don't have to pay me the money right now. They said, "If you drive me insured on December 2nd, then it will definitely be paid out." It's now December 4th and it hasn't even been processed yet; they claim the workload is too high and processing is taking longer.
And of course, it's been dragging on since November 3rd, taking so long to process, and always with me of all people. Then there are constantly different excuses, like the guidelines again, which isn't true either, as they say. If I exceed the limit again within these 30 days, and that doesn't work, then they say the money will be automatically divided, which isn't in the guidelines or anything. When I point this out, they kick me out of the chat again. Then it's supposed to be paid out today, or yesterday, but now it's not because the processing is supposedly taking longer. It's always some new story that they simply don't have to pay.
What's happened recently is that I exceeded the withdrawal limit in one week and now have to wait until next week. The first withdrawal was on November 1st, and then, as I said, on November 3rd. I haven't seen any money yet, except for the €2000 on November 1st.
Then they said the payment I requested on November 3rd will definitely be processed on December 2nd, so I have to wait because too much was paid out in one week, which I'm wondering about because I'm allowed up to €5000 in one week, according to their guidelines, and up to €15,000 per month.
I'm still a very, very long way from receiving my winnings. And as I said, it hasn't been processed yet, nor has it been released for payout – nothing at all so far.
So, as I said, they are actually violating their own guidelines.
TranslationAnd quite honestly, I'm getting fed up with arguing with them because, as I said, they're quick to make excuses, and when they run out of things to say, they just kick you out of the chat. I've been trying to get all my money back for over four weeks now, and all they ever say is that their workload is currently very high and I should be patient.
The casino states a processing and payout time of a maximum of 48 hours, and I've been waiting for four weeks, so how much longer am I supposed to be patient?
It's not like we could really use the money right now, and I won it legally in this casino!
I've already contacted the police and a lawyer, and they told me to file a report.
TranslationSo apparently they're saying whatever they want, because one day you're supposed to get €5000 paid out per week, but in reality it's only €2000 that you actually receive. Now it's only €1500 per week that they're paying out. So they're not really sticking to their guidelines, and it seems they're deciding the payout amount on a daily basis.
Dear Micha2883,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Katarina
Dear Micha2883,
Thank you very much for all the detailed information you have shared so far. I can clearly see how long this situation has been ongoing and how much stress the inconsistent explanations and repeated payout delays have caused. I appreciate your patience throughout this entire process.
My name is Hadi, and I will be taking over your complaint from this point forward.
At this stage, your account has already been fully verified. The issue now concerns the remaining unpaid withdrawals and the unclear application of the casino’s withdrawal limits.
I would like to formally invite the Bruce Bet Casino representative to join this conversation and provide clarification regarding the following key points:
- the current status of the remaining €2,000 withdrawal requests
- the exact withdrawal limits applied to the player’s account and how these limits are calculated
- the reasons for payout delays significantly exceeding the casino’s stated maximum 48-hour processing time
Bruce Bet Casino, could you please review this case and provide an official update regarding the pending withdrawals and the withdrawal rules applied?
Thank you in advance. I will continue monitoring the case closely until we reach a clear and fair resolution.
Kind regards,
Hadi
Dear Hadi,
Thank you for your help in resolving this complaint. We would like to draw your attention to the fact that the withdrawal of €1,500 was processed on 04.12 and is now in "success" status. The next withdrawal of €500, in accordance with the limits, will be processed in a week, i.e. on 11.12.
TranslationYes, once it was a €2000 limit per week, now it's only €1500 per week, and what will it be next time?
Then read your guidelines carefully; there's nothing in there about being able to set the weekly limit as you wish! I was assured that the next payout would be on December 9th!! Now it's supposedly not until December 12th!!! And then it will be postponed again because everyone there is making up stories to avoid paying out the money!!! Even the €5,000 within 30 days limit in your guidelines isn't true! Because 30 days have long since passed, and I still haven't received my entire winnings, which were only €4,000!!! Why are you constantly lying and withholding the winnings instead of paying them out completely? You're not adhering to your own guidelines, and that's fraud!!!
TranslationAnd this is stated in the guidelines.
TranslationAnd where is their action still justified?
I would like to know that now!!
TranslationI just received this message in which they admit that their internal guidelines are different from the ones that guests can read.
Dear Micha2883,
Could you please confirm whether the €1,500 has been received on your side and if you are aware of the upcoming €500 payout? This will help us ensure everything is progressing as expected.
Thank you for your cooperation, and I look forward to your reply.
Best regards,
Hadi
TranslationI have now received the 1500 euros. However, I already made the payment on November 3rd, 2025.
The 500 euros are still missing.
I made this withdrawal on November 24, 2025, and I received nothing.
And then the casino claims they're adhering to their guidelines? Don't make me laugh! But as they've already written, their internal guidelines are different.
TranslationThe payment has been listed as being processed for over 2 days now!
I made the withdrawal on November 24th and still haven't received anything!
Since November 3rd I've been trying to get my entire winnings of 4000 paid out and I still haven't received everything!
This can't be true, seriously!
Dear Micha2883,
Thank you for the update and for confirming the current status.
To summarize and ensure we are aligned: you have now received a total of €3,500, and the remaining €500, which was requested on November 24, is still pending and marked as "processing."
I will now ask the casino to provide a clear update regarding the remaining €500 that is still pending.
Thank you for your patience.
Best regards,
Hadi
TranslationYes, that's exactly right.
It's really outrageous that I've been trying to get my money paid out since November 3rd. Especially since the casino isn't even following its own guidelines!
Furthermore, yesterday I also received a message that the €500 payout would take longer because I first had to verify the account, which has already been verified since the first payout, otherwise I wouldn't have received it now!
So it's all just deception, stalling, all a tactic so they don't have to pay out, constantly making excuses.
Dear Hadi,
The transaction has now been completed successfully. The player should have already received the funds.
Dear Bruce Bet Casino,
thankyou for your update.
Dear Micha2883,
The casino has informed us that the withdrawal has been successfully processed. To proceed accurately, I would kindly ask you to confirm whether you have already received the funds as stated.
Thank you in advance for your confirmation.
Best regards,
Hadi
TranslationYes, now.
I had the matter clarified with a lawyer and filed a complaint because everything was dragging on for so long.
Because it was also clear to me that if the casino is asked about this and they only have so many people time to answer, then the payout will be made all at once, and they can claim that it was already done and has already been paid out.
Dear Micha2883, I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help. Also, I would like to thank the casino for their assistance with the issue!
We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best regards,
Hadi
Casino Guru Team
