Bruce Bet Casino - Player's withdrawal has been delayed.

On 18/05/26 I asked for a withdrawal, they always make me send the documents and nothing ever goes right, I ask you to help me

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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.

• Which documents did you send to the casino for verification, and when exactly?
• Have any of your documents been approved by the casino's relevant department?
• Which of your documents are still pending verification?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?

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

Dear Titisor.21,

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.

I've played slots, completed KYC 6 times by sending: front and back CIE, selfie with ID, PostePay statement, certificate of residence. Bruce.Bet always refuses and asks for new documents.

The documents are valid and legible. I've sent them 6 times, Bruce. Bet keeps changing excuses to avoid paying the €5,000. It's been 36 days. KYC verification must take a maximum of 72 hours by ADM law. I request immediate payment of €5,000.

Thank you for your responses. Having to wait for the verification of your account for more than a month without receiving proper guidance can be very frustrating. To proceed with the investigation, we would like to review the documents you submitted to the casino and determine whether they meet the casino's requirements.

Could you please forward me the documents that have not yet been verified at veronika.f@casino.guru? Also, if you received any communication from the casino explaining why some of your documents were rejected during the KYC process, kindly forward that to me as well. I appreciate your time and cooperation.

Dear Titisor.21

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, Barbora (barbora.p@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,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Bruce Bet Casino representative to join this conversation.

Dear Bruce Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

At the moment, we are in the process of verifying the Proof of Payment (POP). The most recently submitted document could not be accepted because it consisted of photo printouts of bank statements compiled into a PDF, rather than the original bank statement.

We kindly ask the customer to provide either:

• the original bank statement in PDF format, or
• a clear, high-quality photograph of the physical bank statement, ensuring that all four corners of the document are visible and that all information is legible and easy to read.

Kind regards,

Bruce Bet Team

Dear player,

According to the casino, the latest Proof of Payment document could not be accepted because it was not submitted as the original bank statement in PDF format. Instead, it appears to have been a PDF created from photographs of the statement.

Could you please provide the casino with either the original bank statement downloaded directly from your bank in PDF format or a clear, high-quality photograph of the original physical bank statement, ensuring that all four corners are visible and all information is legible?

Once you have submitted the requested document, please let us know here so we can continue monitoring your case.

Thank you for your cooperation.

Hi Barbora,

I have attached a photo of the original bank statement.

My name, IBAN, bank logo and bank statement numbers are clearly visible. I have been waiting for almost two months. Please help me.

A thousand thanks

I just received the email from bruce bet, can I send you the email with the documents I sent to bruce bet and they were not accepted?

I ask you with all my heart to help me, they don't want to credit my money, they only make excuses

Good morning, yesterday I sent the bank statement in PDF as requested by them... I haven't had any response so far.

Dear Bruce Bet Casino,

The player has confirmed that they have now submitted the original bank statement in PDF format, as requested. According to the player, this document was sent yesterday, and they are currently awaiting your review.

Additionally, the player has shared recent communication indicating that they have been attempting to provide the required Proof of Payment while following the instructions given by your support team.

Could you please confirm whether you have received the latest document and provide an update on its verification status? If the document still does not meet your requirements, please specify precisely which requirement is not fulfilled so the player can address the issue without further unnecessary delays.

We appreciate your cooperation and look forward to your clarification.

Dear Barbora,

Reason for rejection:

The customer uploaded a bank statement for June 2026. However, for verification purposes, we need to confirm the deposit made in May.

We kindly ask the customer to provide either:

• a bank statement for May 2026, or
• a detailed transaction receipt containing the following information: date, time, deposit amount, and account holder's name.

Kind regards,

Bruce Bet Team

Hi Barbora, Previously they asked me to upload the last month because they only needed proof of the card. Today I sent the PDF of the last 3 months. Every time I send a document I have to wait 3-4 days for verification. And since 18 05 2026 it has continued like this. When I ask for an explanation the operators always respond with copy and paste. Thanks

Please take action immediately because this is unacceptable. Thank you.

The last refusal was because I sent the bank statement for the last month but they didn't specify that it was for the last 3 months.

Dear player,

Thank you for the update and for sharing the communication you received from the casino.

I understand your frustration, especially considering how long this verification process has already taken. I can see that you have now submitted the requested documents.

Dear Bruce Bet Casino,

Could you please confirm that you have received the latest documents and advise whether they are sufficient to complete the Proof of Payment verification? Given the length of this verification process and the multiple document requests, I would also appreciate it if you could provide an estimated timeframe for completing the review and processing the player's withdrawal.

Thank you in advance for your cooperation.

Since 18/05/2026 they ask for documents and nothing is ever good enough for them even though I went to a professional for the photos and to send everything in high quality

Dear Barbora,

We would like to inform that the account has been successfully verified.

Please note that the withdrawals will be processed in accordance with Clause 3.6.2 of our Terms and Conditions:

In cases where a Player's total winnings exceed five (5) times the total amount of their deposits, a maximum withdrawal limit of EUR 5,000 (or the equivalent in another currency) applies within any 30-day period.

Accordingly, starting from the date the verification was successfully completed, the payout will be processed over a 30-day period according to the following schedule:

Week 1: €1,500

Week 2: €1,500

Week 3: €1,500

Week 4: €500

Kind regards,

Bruce Bet Team

Good morning, Although the account has been successfully verified, the money has not yet been credited.

Good morning, I need your help. Despite having passed all the checks, the money has not yet arrived and I have been trying to withdraw my money since 18 May 2026.

Good morning Barbora, I ask you with all my heart to help me, I have not received my money yet

Dear Bruce Bet Casino,

Thank you for your previous update confirming that the player's account has been successfully verified.

The player has now informed us that they still haven't received the first payment and has shared recent screenshots showing that they continue to receive only general responses from your support team, without any indication of when the withdrawal will actually be processed.

Could you please check the status of the payment and let us know whether the first installment has already been sent? If it has not, we would appreciate it if you could clarify what is currently causing the delay and provide the player with a realistic timeframe for when they can expect to receive the funds.

Thank you in advance for your cooperation.

this is their message after a long time of waiting

Dear Barbora,

We would like to inform you that the outstanding payments will be processed according to the following schedule:

July 20 – €1,500 has already been processed and is currently showing a Success status on our side.

July 28 – €1,500 will be processed.

August 4 – €1,500 will be processed.

August 11 – €500 will be processed.

Kind regards,

Bruce Bet Team

Dear player,

Thank you for your patience.

According to the casino's latest update, the first withdrawal installment has already been processed. The remaining payments are expected to be processed according to the schedule provided by the casino in its previous post.

Could you please confirm once the first payment reaches your account? Additionally, please keep us updated as you receive each subsequent installment so we can monitor whether the agreed payment schedule is being followed.

Thank you for your cooperation.

Good evening Veronika, I confirm that today I received the first payment... I will keep you updated, thanks for everything

Dear player,

Thank you for the update. I'm glad to hear that you have received the first payment.

Please keep us updated as you receive the remaining installments so we can continue monitoring whether the agreed payment schedule is being followed.

Thank you for everything. I will keep you updated.

Dear player,

Please let me know once the next payment arrives, as it should be processed on July 28. I'll keep an eye on the case and make sure everything continues according to the agreed schedule.

Dear Veronika, as soon as I receive the payment I will update you, thank you very much

Dear player,

I just wanted to check in regarding your withdrawal. According to the agreed schedule, the next payment should have been processed by now.

Could you please let me know if you have received it?

Thank you, and I look forward to your update.

Good morning Veronika, I haven't received the payment yet.

I would like to know the reason why every time they have to pay they make up excuses.

Dear Veronika, it's 00:44 and I still haven't received my money please help me

dear Barbora I ask you to help me

Dear Bruce Bet Casino,

According to the payment schedule you provided, the second €1,500 installment was due to be processed on July 28. However, the player has confirmed that it has not yet been received and has shared recent communication from your support team indicating that the withdrawal is still pending.

Could you please confirm whether this payment has already been processed? If so, please provide the processing date and the expected timeframe for the funds to reach the player's account. If not, kindly explain the reason for the delay and let us know when the payment is expected to be processed.

Thank you in advance for your cooperation.

Dear Barbora, I really need my money

I risk getting sick because of them yesterday Cristina told me to wait until 11.59pm and I will have the money and instead nothing they are making fun of me

Dear Barbora, I haven't received the payment yet...they always send the same copy and paste messages

Dear Barbora, sorry if I insist... please do something to get my money, I can't take it anymore, they always send the same messages without any certainty, please intervene immediately

Dear player,

I completely understand your frustration and how difficult this situation has been.

Please keep in mind that I'm not the one processing or sending the payments. My role is to act as an independent mediator between you and the casino. As you can see, I have already asked the casino to clarify the reason for the delay and explain what is causing it.

At this point, we need to wait for the casino's response so we can understand what is preventing the payment from being processed.

Thank you for your patience.

Dear Barbora,

We would like to inform you that the withdrawal of EUR 1,500 has been successfully processed and is currently showing a Success status on our end.

With regard to the remaining outstanding balance of EUR 2,000, the payments are scheduled as follows:

• EUR 1,500 – to be processed during the week of 4 August (between 4 and 7 August);
• EUR 500 – to be processed during the week of 11 August (between 11 and 14 August).

As previously communicated, once the account verification was successfully completed, the remaining balance would be paid over a 30-day period according to the following schedule:

Week 1: EUR 1,500

Week 2: EUR 1,500

Week 3: EUR 1,500

Week 4: EUR 500

We would like to confirm that, to date, all payments have been processed in accordance with the communicated payout schedule.

Kind regards,

Bruce Bet Team

Dear player,

Could you please let us know once you receive the latest payment? We will continue monitoring your case to ensure the remaining withdrawals are processed according to the agreed schedule.

Good morning Barbora, I confirm that I have received the payment.

Dear player,

Thank you for confirming that you received the latest payment. Please let us know once you receive the remaining payments so we can continue monitoring the case.

I'm waiting for the last two payments, thanks

Dear player,

According to the casino, the next €1,500 payment should be processed between 4 and 7 August, followed by the final €500 payment between 11 and 14 August.

Please let us know once you receive each payment, so we can keep track of everything and make sure the remaining payments go through as expected.

Good morning, I haven't received the payment yet.

Dear Barbora, I wanted to update you on the fact that I have not yet received the money even though the deadline was between August 4th and 7th.

Dear Barbora, today is August 9th and I still haven't received the money.

Good morning, today August 10th I have not yet received the payment

Dear Bruce Bet Casino,

The €1,500 installment scheduled for August 4–7 has still not reached the player. Could you please confirm whether it has been processed and, if so, provide the processing date?

If it has not yet been processed, please clarify the reason for the delay and when the payment is expected.

Since they have to pay me 1500 + 500 they have to pay me together because tomorrow I had to have the last installment

Dear Barbora,

We would like to inform you that the remaining balance of EUR 2,000 was processed today and is currently showing as "Success" on our end.

We sincerely apologize for the delay and appreciate the patience and understanding. The processing time was affected by a higher-than-usual volume of withdrawal requests. We regret any inconvenience this may have caused.

Kind regards,

Bruce Bet Team

Good morning, and it's true finally after a long wait I finally received the payment, thank you so much casino guru for everything

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

Dear Titisor.21,

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,

Barbora