The player from Saxony-Anhalt faced ongoing issues with the casino's verification process, having been asked for a selfie with ID proof six times over three weeks due to claims of unreadable text. Despite seeking assistance, the responses from customer service did not resolve her issue. The complaint was marked as resolved by the player herself after communication with the Complaints Team. The resolution was acknowledged by the Complaints Team, and the case was closed with an invitation for the player to provide feedback on their service.
Bruce Bet Casino - Player's verification process is delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
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3 weeks ago
Translation
Ladies and Gentlemen
I am writing to request your verification process at the casino.
I have been asked for the 6th time to upload my selfie with proof of identity because it is supposedly unreadable.
This process has been going on for about 3 weeks now, and the reason given is always that the text is unreadable.
In the chat, the only apologies are for the fact that it can be solved together.
That's why I'm asking for your help.
Automatic translation:
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2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have all your other identity documents been approved by the casino, with only the selfie with your ID causing issues?
- Have you tried taking the selfie in natural light, making sure that the focus is on the identity document so that all information is clearly visible and readable?
- Has the casino provided you with any suggestions on how to improve the quality of the photograph you were asked to submit?
- When was the last time you submitted a selfie with your ID to the casino for verification?
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
Veronika
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2 weeks ago
TranslationHello,
Yes, I had already uploaded 6 different selfies where everything was clearly visible, as in the attached document.
And in my opinion, everything is clearly visible.
Automatic translation:
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2 weeks ago
Thank you for your reply.
Please forward me the most recent communication you received from the casino regarding the verification requests at veronika.f@casino.guru.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Mellenico80,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
