The player from Austria had been waiting for a payout since September 3, after requesting a withdrawal two months prior. He had blocked his account, believed the casino was a scam, and stated that he had submitted numerous documents for verification; however, the casino refused to verify his account and withheld his money. The Complaints Team had been unable to proceed with further investigation due to the player's lack of response to inquiries and reminders, which led to the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Bruce Bet Casino - Player’s withdrawal has been delayed and account blocked.
Closed
Our verdict
Player stopped responding
Amount: €263
Bruce Bet Casino
Safety Index:Very lowCase summary
Discussion
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3 months ago
Translation
Good day,
I have been waiting for my payout since September 3rd.
I have already blocked my account because, in my opinion, the casino is a complete scam.
Bruce Bet refuses to verify my account.
I have already provided documents countless times.
Registration certificate, passport, screenshot of my Skrill account, driver's license, selfies, selfies with driver's license, selfies with passport.
The money is simply kept, even though I haven't won anything.
My deposit was €300
Because I didn't meet the sales target (I didn't claim a bonus), I will only receive an amount of approximately €263.
And yet my money is still being withheld.
I don't know what to do anymore.
Regards
Thomas P************
Edited by a Casino Guru admin
Automatic translation:
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3 months 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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3 months ago
Dear tpeh91,
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.
- How long have you been a player at this casino, please?
- 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
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3 months ago
TranslationGood day,
Thank you very much for the quick reply.
Kurt, I deposited money at the casino before September 3rd.
I submitted all the documents multiple times.
I have been waiting for verification since September 3rd.
My documents have never caused me any problems and are accepted everywhere.
Except in this casino.
Regards
Automatic translation:
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3 months ago
Dear tpeh91,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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3 months ago
Dear tpeh91,
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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2 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
