Bruce Bet Casino - Player’s winnings haven’t been received yet.

Hello,

I am submitting this complaint due to BruceBet Casino’s repeated failures to verify my account and process my withdrawal, despite my ongoing efforts to cooperate with their requests.

I requested a withdrawal of $2321.00 CAD on July 11, 2025 Since then, I have submitted all requested documents multiple times, including valid ID, proof of address, and payment method verification. Despite sending clear, legitimate documents, my verification attempts have been rejected repeatedly with vague or changing reasons (e.g., poor quality, document mismatch, or variation failure). I’ve followed all instructions and even re-submitted higher-quality scans, but the casino keeps resetting the process or asking for variations without explaining what’s wrong.

It has now been 14 days with no payout and no clear communication. This feels like an intentional delay tactic. I’ve seen several similar complaints from other players, and I believe BruceBet is not acting in good faith.

I am asking for your help in reviewing this issue and contacting BruceBet on my behalf. I am prepared to provide:

Copies of all submitted documents

Screenshots of communication with support

Withdrawal request records

Any other details required

Thank you for your time and assistance.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good day.

I have re-upload the verification yesterday as they requested, so far it's still sitting in documents being reviewed.

They had stated my selfie with my id was covering my face (see image attached) and my bank statement did not show the $75 deposit on July 9, see attached document that was provided however rejected.

I will update hopefully in less than 24 hrs.

Rejected documents

New updated documents provided to Bruce Bet.

Thanks so much

Lisa

Dear player, could you please provide an update if you have received any response from the casino since you re-uploaded the verification documents? Has the status of your withdrawal or verification changed?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

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,

Dominika