The player from Germany faced ongoing issues with her casino account, including repeated document rejections for verification and delays in updating her address. After a week of waiting for her payout, she became frustrated with the casino's lack of action and excuses. The Complaints Team was unable to proceed with further investigation due to her lack of response to inquiries and reminders, leading to the closure of the complaint for the moment. The player retained the option to reopen the complaint in the future if she chose to resume communication.
Bruce Bet Casino - Player’s payout is delayed and account verification is blocked.
Closed
Our verdict
Player stopped responding
Amount: €10
Bruce Bet Casino
Safety Index:LowCase summary
Discussion
Public
Public
9 months ago
Translation
Hello
I've been uploading my documents for verification for a week now and every time it gets rejected, just like they won't change my account because of my new address and won't make the payout either.
I've been chatting every day, but they always come up with a new excuse.
Changing the address in the account takes 1 day and not 28 days or longer.
Every day I have to upload my documents for verification and this takes a week. I've been waiting for my payout for a week now and they're not doing anything.
They probably just drink coffee all day and don't feel like working.
As they always say, the customer is king. I'm starting to feel like I'm being ripped off by Bruce Bet.
Greetings Sabrina
Automatic translation:
Public
Public
9 months ago
Hello,
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
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
9 months ago
Dear langsabrina8525,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
