Bruce Bet Casino - Player's verification process is delayed.

The casino has taken a long time to process the verification documents that I send, they eventually reject them each time.

The most recent rejection was for my Selfie and ID saying i needed to upload clearer versions

I dont think i can have clearer id pictures, the selfie culd be a bit better but its extremely legible. I think they are doing this on purpose to delay me! I will attach the documents after the complaint is posted so i can make sure they are privaste

Dear fsam41436,

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 take 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 you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Could you please advise which documents you have already provided and when exactly you sent the last one?

I cant remember if I sent my passport or my ID but I sent address, identity, bank statement, selfie.

Have you provided all the required documents as soon as possible and in the correct format?

yes and yes

How do i attach pictures here

Thank you very much for your reply, fsam41436. Could you please forward all the relevant communication between you and the casino and any other screenshots to kristina.s@casino.guru? Thank you in advance.

sent

I received your email, but it doesn't contain the information I requested - the communication between you and the casino. Can you please forward it to me so we can proceed with this complaint?

I attached the emails they had sent saying why they had declined my documents. Do you want me to make a new live chat and get them to say that in a live chat instead

I have also resubmitted my driving licence, passport and requisite selfies to the verification tab

Even though i had sent all id documents (pp selfie, pp, front id, back id, id selfie) I got an email that there was a problem with my documentation and it turns out i allegedly didnt upload the front id picture. even if it was somehow missing they have my selfie and an alternative so thats a bit annoying. I uploaded the front id pic on its own and sent you (kristina) the live chat convo

Thank you very much, fsam41436, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear fsam41436,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bruce Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

I think I have been verified, now. I will let you know how the withdrawal process goes.

Dear Martina,

Thank you for your help in resolving this complaint.

At the moment the user has been verified. His withdrawal request is currently under check, which may take some time. As soon as the withdrawal request will be checked - we will notify the user and you in the thread. 

If you have any questions, we are happy to help further.

Thank you very much both of you for update!

I can tell that the Bruce Bet is working on it right now.

Once the withdrawal will be processed, please let me know. Thank you!

Dear Martina,

The user's account has been fully verified. Their withdrawal is currently being processed.

Thank you Bruce Bet for the update!

Dear fsam41436

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

The withdrawl mentioned is 1.5k from when i originally withdrew. I am unable to request new withdrawals as the withdrawal page crashes and says this "pf-west2.brucecash.cc sent an invalid response."

I am going to try to ask live chat to manually withdraw for me.

Alright! Please let me know if they can do it.

live chat said that they couldn't manually withdraw for me.

i get a "pf-west2.brucecash.cc sent an invalid response" in the cashier i-frame. I tried on chrome, edge and then my phone. All got the same error.

Then I though, I wonder if bruce bet is blocking my ip address so I turned off wifi on my phone and the page loaded (mobile data) and I was able to withdraw.

So either my ISP has blocked pf-west2.brucecash.cc or pf-west2.brucecash.cc has manually blocked my home IP from connecting.

I'd hope its my ISP! All that matters is I have been able to put my full balance on withdrawal now so hopefully it should all get processed.

I've received the first 1500, the other payments will probably take 1-2 days since they've just been requested.

Great! It´ s a good start!

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive other payment.

Thank you fsam41436 for your observation.

Please let me know when you receive your money.

Not received it yet, which is odd given the time frame of the first payment.

Thank you, fsam41436, for the update. Withdrawal times can vary — in some cases they’re processed quickly, while in others it may take a bit longer. Let’s give it a few more days and see how things develop.

In the meantime, I’d appreciate it if you could keep me informed of any changes.

Dear fsam41436,

Thank you for the update! To be honest, I don't believe you've reached the withdrawal limit, as the casino's terms state that the weekly withdrawal limit is €5,000.

I would now kindly like to ask the BruceBet representative to inform us once the remaining funds have been processed and received.

Thank you in advance for your assistance!

hello, do you know why my 3,000 withdrawal was processed buyt my 347 wasnt when they were done at thesame time

Thank you for contacting Bruce.Bet Customer Care! I'm Cristina and I will be happy to help you with all your questions 😊

Hello, Samuel!

Please allow me a moment to check the necessary data in order to be able to help you.

okay

Thank you.

Thank you for waiting!

According to our terms and conditions, 3.6.1.The maximum withdrawal amount processed to any given player is EUR 5,000 (or the currency equivalent) per week and EUR 15,000 (or the currency equivalent) per month, starting from the date of the last withdrawal, unless otherwise stated.

Your withdrawal of 347 CAD will be processed on the 2025-06-11, restarting the limit.

could you please explain how 4500 CAD is more than 5000 EURO

Please let me check this in our system.

Screenshot 2025-06-07 103441.png(41.5 KB)

as you can see from my transactions i have not exceeded the limit

the next 347 would not go above 5000 *(4847)

Please give me a moment to check this.

any update?

Thank you for waiting!

From my side, I have transferred this information to the appropriate department, and kindly ask you to wait for their reply about this case.

okay I will also update my existing casinoguru complaint with the fact faulty logic was used to slow my withdrawal. I look forward to hearing from the departement.

have a nice day

---

Looks like they were applying the withdrawal limit for god knows what reason.

Dear fsam41436, thank you very much for the update!

It sure looks like it, but we dont really know the actual reason!

Let´s wait for the casino´s statement.

yep they confirmed they will not process it until the 11th... i guess thats only two days now but still, not sure how i went past their limit...

Dear Martina,

We are happy to inform you that all withdrawal requests have been successfully processed. We thank you for your cooperation. 

Fully paid.

Go look into those Irish guys, guru, they are totally being controlled by one person.

Dear fsam41436

I'm so glad to hear that your money has arrived!

Regarding the Irish players, thank you for your input, I appreciate you taking the time to share your thoughts. We are carefully reviewing each case individually to ensure a fair and balanced outcome.

I'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,

Martina Bennett

Casino.Guru