The player from Germany requests help with a delayed withdrawal of €10,937 from Bruce Bet Casino, which has been stalled for over three weeks due to conflicting KYC requests. Despite his account being fully verified for over a year, he faces constant, contradictory demands for documents and perceives this as a deliberate delaying tactic.
Bruce Bet Casino - Player’s withdrawal has been delayed.
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Current status
Waiting for player to reply
6d 22h 59m 20s
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
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23 hours ago
Translation
Title of the complaint:
Bruce Bet Casino has delayed a payout of €10,937 since June 16th due to conflicting KYC requests.
Case description:
Dear Casino Guru Team,
I am contacting you because I have been trying for over three weeks to withdraw my winnings of €10,937 from Bruce Bet Casino. My player account has been fully verified for over a year, and I play there regularly. The winnings were earned on June 16, 2026. Due to weekly limits, the casino split the amount into four payouts (€1,937 and three payments of €3,000).
Since requesting the payout, the casino has been stalling me with constantly new, contradictory demands regarding my documents:
First, support requested screenshots or a bank statement to conduct a re-examination.
My submitted online banking screenshots (homepage, transaction overview of the deposit of €25 from June 16th, IBAN verification) were rejected on the grounds that there were too many individual images and that all information had to be on one page.
When I compiled the requested information, I was wrongly accused of manipulating the image.
Then they said they absolutely needed the sales figures from June 16th. When I uploaded this as a PDF excerpt, the document was rejected again because pages were missing (it was a document marked "Page 4 of 7").
I was repeatedly given inaccurate or incomplete instructions by support, which technically had to lead to an automatic rejection. I perceive this approach as a deliberate delaying tactic.
On July 6, 2026, I uploaded the complete, original, and untouched monthly bank statement (all 7 pages in original PDF format directly from my online banking). This document contains all the required information (name, address, IBAN, bank logo, and the transaction amount from June 16) in perfect, original condition. I have also reported the case to the relevant licensing authority in Curaçao.
I politely request the Casino Guru team's assistance so that Bruce Bet Casino accepts the now error-free, complete document, unlocks my account, and processes the withdrawals as agreed. I have all chat logs and screenshots of the rejections in full and can provide them to the auditor at any time.
Thank you so much for your help.
Automatic translation:
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1 hour 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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1 hour ago
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.
- Could you please forward me the communication between you and the casino's customer support regarding their request for a bank statement? My email address is veronika.f@casino.guru. Kindly include the documents you submitted to the casino to fulfill this request as well.
- Has the casino reviewed the full, original bank statement that you uploaded to your account on 6 July?
- What types of games did you play to accumulate the winnings you are trying to withdraw?
- Did you accumulate these 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
