The player from Germany is facing issues with withdrawing €3,000 from Bruce Bet, where his verification documents were initially rejected, causing a delay of over 72 hours. Despite having VIP status and meeting the bonus conditions, he experiences a lack of response regarding his withdrawal and feels frustrated as his account shows real money but the funds remain unreleased.
Bruce Bet Casino - Player’s withdrawal has been delayed.
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Current status
Waiting for Casino Guru to reply
6d 15h 50m 42s
Bruce Bet Casino
Safety Index:LowCase summary
Discussion
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Public
2 days ago
Translation
Hello, I wanted to withdraw €3,000. I was asked for documents for verification, which were initially rejected. Now I've submitted new documents, including my passport. I have VIP status at Bruce Bet, and supposedly, things are faster for VIPs! Which is absolutely not the case. I'm being strung along, and it's been 72 hours already. I keep getting told that they're currently processing a lot of verifications and can't keep up. This has been going on for three days! My bonus was tied to a €50 deposit, and these bonus conditions have been fully met. My account balance has been showing as real money for three days, and I'm not getting any response from the casino. I have deposited a total of over €4,600 into Bruce Bet, and this is the first time I've tried to make a withdrawal since then.
And they simply refuse to release my money even though they've already received so much from me!!
Automatic translation:
Public
Public
8 hours 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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8 hours ago
Hello,
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.
Could you please advise which documents you have already provided and when exactly did you send 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,
Attila
