The player from Germany submitted verification documents multiple times, but each submission was rejected. She also requested an email address change, which had not been processed in three weeks, causing frustration as she awaited access to her funds. Her verification was completed, and her first payout was successful. Since the player stopped responding, the complaint was closed without confirming resolution.
Bruce Bet Casino - Player’s verification process is delayed.
Closed
Our verdict
Player stopped responding
Amount: €3,000
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
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1 year ago
Translation
I've submitted documents for verification about 100 times, and each time it's been rejected. I've been waiting for this one for three weeks now... Nothing has happened. I also submitted a request to change my email address, since I haven't had access to it for a long time, but even that hasn't been changed.
It makes me very angry because we could really use the money right now.
I'm actually considering taking legal action.
Greetings Tiffany
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1 year ago
Dear Player,
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.
- Could you please list 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?
- Could you please share your recent communication you received from the casino support?
- Have you contacted your email provider and tried to recover access to your email inbox?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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1 year ago
TranslationMy email address has since been changed, but verification is still pending. I've submitted everything, including bank statements, ID, etc.
I don't know what else to do.
I've been waiting for over a month until I can finally cash out my winnings because apparently something is always missing or whatever.
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1 year ago
TranslationI've been waiting for an answer for almost a week now!!!
Nothing is happening and my patience is now wearing thin!
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1 year ago
I understand this must be frustrating for you.
Please share your communication with the casino as supporting evidence of your issue.
Share the information with me to my email at tomas@casino.guru
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1 year ago
TranslationI'll wait a maximum of one more week, and if nothing has happened by then, I'll get my lawyer involved!
It can't be that my account still hasn't been verified! I've submitted all the documents, and not just once!
This stinks of fraud!!!
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1 year ago
TranslationI feel really screwed over right now and that's enough.
My verification was finally complete, I requested the first payout and now you want documents again?
What can I wait forever for now? Enough is enough!
my patience is at an end!
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1 year ago
Thanks for your replies.
Please understand we can't confront the casino without any evidence. So far, you haven't provided any proof to support your complaint. Please provide it to me at tomas@casino.guru. Otherwise, we won't be able to proceed further with your complaint.
Looking forward to your reply.
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1 year ago
TranslationThe first payout was successful, and I hope the next one goes just as well. Thank you.
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1 year ago
Dear menzeltiffany1990, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Alternatively, you can choose to mark the complaint as resolved yourself after you believe our intervention is no longer necessary.
Looking forward to your reply.
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1 year ago
Dear menzeltiffany1990,
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.
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12 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,
Tomas
Casino.Guru
