The player from Germany faced 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 experienced a lack of response regarding his withdrawal and felt frustrated as his account showed real money but the funds remained unreleased. We intervened by communicating extensively with the casino and the player to clarify the validity of his residence permit and source of funds documentation. After the verification checks were completed and the player confirmed ongoing withdrawal attempts, we kept the complaint open until all payouts were successfully processed. The complaint was finally marked as resolved upon the player's confirmation that the issue was settled.
Bruce Bet Casino - Player’s withdrawal has been delayed.
Case closed
Amount: €3,000
Bruce Bet Casino
Safety Index 4.0 LowCase summary
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!!
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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
TranslationHello, I submitted all the necessary documents, and now for the fifth day in a row, I've only heard the same thing from them: that I should wait, and that they're very busy. May I send them the documents, and would you then be able to tell me if everything is in order?
TranslationHello, I've been waiting for almost 14 days for my verification process to begin, and I keep being told to wait. My documents included my passport, letters from authorities (no more than 3 months old), and a screenshot of my paysafe account proving I'm the account owner. I was also asked for a screenshot of my last deposit, all of which I submitted over 14 days ago. I have VIP status with Bruce Bet.
TranslationHello, it's unbelievable, absolutely nothing has happened yet. I keep being told to wait, but I've been waiting for over 14 days for my verification, and it's supposedly been in the final stages for the last 6 days. The €3000 payment has been pending since May 3rd, 2026.
Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?
You can send the information to my email address: attila.g@casino.guru.
Thank you very much for your patience and cooperation.
Dear Kurde77,
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.
TranslationHello, they said it depended on my address being verified. I sent proof of payment from my Mastercard account showing everything: my name, date, and address, but it was rejected.
TranslationI've already sent them all the documents via email.
TranslationAccording to Bruce Bet, I have successfully submitted all the documents except for my address, which I still need to have confirmed. That was rejected. So I went to the town hall and had a stamped registration certificate issued, which I have now uploaded and am waiting for final verification. I will keep you updated as soon as I find out more.
TranslationHello, I've been fully verified for a week, my documents have been accepted, and yet I've been waiting for my payout for a week now. As always, I was just told to be patient.
TranslationI've been fully verified for exactly 6 days now, and I'm still waiting for my payout.
TranslationIt seems no one is getting any help here anymore; I haven't even received a reply to my caseworker in this matter to this day...
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
TranslationHello, what do I need to wait for now, and where will I be informed, here or by email?
TranslationHello, I've emailed my case worker several times and haven't received a response from anyone here. What can I do now? Do I just repeat the same process here and hope my next case worker answers me, or what's going on?
Hello Kurde77,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Bruce Bet Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Kurde77 can expect their withdrawal to be processed? Alternatively, are there still any issues with the verification process?
TranslationMy status in the Bruce bet app is fully verified, but I was still asked to prove my residence in Germany, even though I had already sent this along with the other documents several times.
Someone in the chat then told me that my residence permit application had been rejected, but no one could give me a reason. My document is valid until September 30, 2026. My proof of residence permit is called a "Fiktionsbescheinigung" (certificate of fictitious residence), which I have uploaded multiple times and which has supposedly been in processing the whole time. They received this document weeks ago along with all the other documents. I'm attaching a screenshot so you can see that this is exactly the document used for such proof. 
Dear Martin,
Kindly note that at the moment we are waiting for the verification completion. The last document that has been uploaded cannot be accepted. We ask to provide a document from the list:
Residence permit;
Payslip + Employment contract;
Employment contract + salary statement.
TranslationEverything else was accepted after I first obtained a registration certificate from the town hall. The registration certificate alone confirms my residence and address (which wouldn't be possible without a residence permit). My passport was accepted; it states that I was even born in Germany. As you can see from the screenshots, this document exists solely to prove that I have a residence permit and is valid until September 30, 2026, stamped and signed by the responsible authority.
TranslationThis document is my residence permit; this is proof of my residence. This document exists solely to prove my residence! What do you think this document is good for? Or what expiration date do you think this document represents? Solely and exclusively for my residence!
TranslationThis document is called a fictitious certificate, and exists solely for the purpose of proving my residence permit. 
Please check your emails, Martin. I also sent you the document; you can view it there as well.
TranslationDear Sir or Madam, I am writing in reference to your recent request. You are demanding a Polish residence card (Karta Pobytu) from me. This demand is factually and legally completely unfounded. I live permanently in Germany, not in Poland. My address in Germany has already been officially confirmed and verified by you through a German registration certificate. Therefore, I neither can nor need to possess Polish residence documents. My legal residence in Germany is fully proven by my previously submitted Polish passport in combination with the valid German certificate of fictitious residence (§ 81 para. 4 AufenthG). 
TranslationDear Sir or Madam, my personal details, address (via registration certificate), valid national passport, and Paysafecard payment histories have already been verified and accepted by you. You have now additionally requested proof of the origin of the deposited funds (source of funds) and simultaneously rejected my submitted certificate of fictitious residence. I hereby respectfully request that you correctly assess the legal situation in Germany and lift the block on my account. 1. Regarding proof of the source of funds: All my deposits were made via Paysafecards. The amounts for these deposits come entirely from my private, legal cash savings. Over the past few years, I have saved this cash at home from my regular earned income. To prove that these savings originate from completely legal sources that I have earned myself, I am enclosing my documents from my previous employment (from approximately 3 to 5 years ago): My employment contracts at that time; A complete selection of my pay slips from this period of employment. These documents unequivocally demonstrate that I earned a stable, legal income over an extended period, which enabled me to save the amounts used (totaling less than €5,000). Since the money has been kept in cash at home since then, there are understandably no current bank deposit slips. 2. Regarding the rejection of the fictitious residence permit: The rejection of my fictitious residence permit is not legally permissible. A fictitious residence permit pursuant to Section 81 Paragraph 4 of the German Residence Act (AufenthG) is an official, governmental document. It legally certifies the continued existence of my legal right of residence in the Federal Republic of Germany for the duration of its validity. Since you already have and accept my valid national passport, this passport and the certificate of fictitious residence constitute a legally inseparable unit. Within the framework of your legal KYC obligations, you are required to recognize these documents in combination as full proof of my residence status. I hereby request that you have these documents manually reviewed by your security department, activate my account, and transfer the payment of €3,000 to my bank account.
TranslationIt's unbelievable! My money has been pending payout for over a month, and now it says "Payment failed" as of today. Of course, absolutely no reason has been given. To let my payout fail after a month's wait without giving any explanation or even informing me is the absolute worst! 
TranslationTo this day, no reasons have even been given to me.
As can be seen in the screenshot, nothing should stand in the way of my payout from now on.
I entered the IBAN and BIC of my paysafe account because the direct withdrawal from the Bruce Bet website was rejected without explanation (it didn't work, as you can see in the screenshot). Therefore, I selected bank transfer as the method because I was prompted to choose a different one. I then entered my details and successfully submitted my withdrawal request. This payment method has already been verified, and the money is ready for withdrawal. As requested (in the screenshot), I also notified myself after the successful withdrawal request. 
TranslationAs can be seen in the screenshot above, there are supposedly no further obstacles to my payout.
And now the same old story again; they're telling me once more that I have to wait for the review of my residency permit. That's supposedly the last hurdle I'm facing. It's always the same back-and-forth.
Dear casino representative,
Thank you for your response.
a) Could you please shed more light on the issue? In particular, we would appreciate clarification regarding the player's submitted Fiktionsbescheinigung. Please give us your point of view, as to why this document was deemed insufficient and which specific requirement it does not satisfy. Do you have an issue with the nature of the document itself, or the exact document the player provided and its validity?
b) Additionally, could you confirm whether a Source of Funds review is currently ongoing and, if so, whether any further documentation is required from the player?
In case you consider this information sensitive, you can contact me at martin.l@casino.guru
Dear Kurde77,
thank you for your continued and detailed cooperation. Going forward however, I would kindly like to ask you to keep your responses concise and answer in fewer messages. We will now await more clarifications from the casino.
TranslationHello Martin,
Of course, my fictitious residence permit is still valid until 30.09.26 and has always been automatically renewed before its expiry date since my birth.
Therefore, Bruce Bet's arguments are irrelevant.
Let me explain it a little more briefly.
A certificate of fictitious residence status pursuant to Section 81 Paragraph 4 of the German Residence Act (AufenthG) is an official, government-issued document. It legally certifies the continued existence of my legal right of residence in the Federal Republic of Germany for the duration of its validity. Since you already have and accept my valid national passport, this passport and the certificate of fictitious residence status form a legally inseparable unit. Within the framework of your legal KYC obligations, you are required to recognize these documents together as full proof of my residence status. I hereby request that you have these documents manually reviewed by your security department, activate my account, and transfer the payment of €3,000 to my bank account.
Translation1. Proof of Funds Source: All my deposits were made via Paysafecards. The amounts for these deposits come entirely from my private, legal cash savings. I accumulated this cash at home over the past few years from my regular earned income. To prove that these savings originate from completely legal sources and are self-generated, I am enclosing my documents from my previous employment (from approximately 3 to 5 years ago): My employment contracts from that time; A complete selection of my payslips from this period of employment. These documents unequivocally demonstrate that I earned a stable, legal income over an extended period, which allowed me to save the amounts used (totaling less than €5,000). Since the money has been kept in cash at home since then, there are understandably no current bank deposit slips.
TranslationI received the email, and it's unbelievable, after all my explanations regarding my residence permit.
(here again)
So, you already have my personal details, my address (via registration certificate), my valid national passport, and the Paysafecard payment histories, and
Regarding the rejection of the certificate of fictitious residence: The rejection of my certificate of fictitious residence is not legally permissible. A certificate of fictitious residence pursuant to Section 81 Paragraph 4 of the German Residence Act (AufenthG) is an official, governmental document. It legally certifies the continued existence of my legal right of residence in the Federal Republic of Germany for the duration of its validity. Since you already have and accept my valid national passport, this passport and the certificate of fictitious residence form a legally inseparable unit. Within the framework of your legal KYC obligations, you are required to recognize these documents in combination as full proof of my residence status. I hereby request that you have these documents manually reviewed by your security department, finally activate my account, and transfer the payment of €3,000 to my bank account.
TranslationDear Martin,
We have sent you a detailed email regarding your requests. Please check at your convenience. Thank you
Dear casino representative,
thank you for your message, I have issued a response by email.
TranslationHello, could I perhaps find out what's going on here?
Dear Kurde77,
thank you for your message, I can assure you that communication is ongoing. Currently, we are trying to determine and evaluate the extent and necessity of the verification procedures that have been undertaken.
TranslationHi Martin, I sent my bank statements for the last 3 months to Bruce Bet 2 days ago, but haven't received a reply.
Dear Martin,
We have sent you an email with further details. Kindly review it when convenient.
Best regards,
Bruce Bet Team
Dear casino representative,
thank you for your message, I have replied to your email.
Dear Kurde77,
thank you for your cooperation. I've been told that verification checks have now been completed. Please let me know whether you now intend to withdraw your funds - if so, we will keep the complaint opened until you receive all of your payouts and then close it as resolved.
TranslationHello Martin, thank you very much for your help. Yes, I still want to withdraw my funds, but my withdrawal failed. I submitted another request today.
TranslationPlease leave the case open, because all my payouts keep failing due to alleged system errors.
TranslationI've now entered my Sparkasse IBAN and details so I can withdraw my money. Day 2 is almost over. Thank you again for your help. I'll let you know immediately if it's rejected, and I'll also let you know immediately if the withdrawal is successful. Best regards.
TranslationHi Martin, it's absolutely pointless, they don't want to pay out.
I'm supposed to upload documents again to verify my identity; that's impossible.
TranslationDocuments rejected! 
Hi Martin, what am I supposed to do now, start all over again?????
Dear Kurde77,
thank you for your cooperation, I also fully understand your frustration.
I believe we should slow down at this point and ask the casino representative for further clarifications. I have been privately told that the verification process was finished, but it is realistically possible that the news may not have reached other departments, especially since we are now coming back from the weekend. I truly hope this is a simple misunderstanding.
Dear casino representative,
could you please give us some guidance on how to proceed? Is the player free to withdraw his funds?
TranslationThey were asking about my Sparkasse card, proof that I am the owner of my Sparkasse card, because my withdrawal method wasn't displayed, so I had to choose this one. But they can see that I am the owner of this bank card from the documents I sent them. They rejected it: proof of 3 months of bank statements, and the already accepted payslip as proof of the origin of my funds, which clearly shows my IBAN number and everything else. I repeat, they already have this document and it was ACCEPTED as proof of the origin of my funds.
Dear Martin, I have also sent you by email the last 3 months of bank statements including the 2 payslips accepted by Bruce Bet so that you can see what was rejected.
I uploaded my documents exactly as PDFs and asked about it beforehand in chat gbt, and yeah, I'll just add it now and you can see for yourselves. 
Dear Martin, I see no hope anymore and wanted to ask if you would be willing to take legal action with me?
Or is this only possible with a private lawyer?
Dear Kurde77,
I acknowledge the receipt of your email.
As I said before, I understand your frustration, but let's please wait a while longer for the response from the casino representative - we have been in direct contact through e-mail just last week, so I see no reason why we would not receive further clarifications from them. At this point, I believe that involving a lawyer is quite premature.
TranslationHi Martin, I've been trying to do everything right for them since May 3rd, when is enough enough?
And it's quite obvious that they're even running out of reasons. But even then, they still won't pay out. I strongly suspect that as long as they don't receive a letter from my lawyer, nothing will come of it until then.
Translation👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼 Thank you so much, Martin! I just received my payment. Thank you very much!
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kurde77,
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,
Martin
