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.
Opened
Current status
Waiting for player to reply
2d 11h 40m 59s
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
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3 weeks 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.
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2 weeks 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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2 weeks 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
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2 weeks ago
TranslationShould you require anything further, I am happy to assist you.
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2 weeks ago
Trevor (2026-06-24 15:16:15): "Thank you for waiting. As I have checked, your Proof of Payment was rejected due to you provided your bank card photos, but the requested document was the proof of payment for the deposit. Please be kindly informed, that the requested document is : 1. Proof of Payment for your deposit - please provide the screenshot or bank statement of your deposit of 25 EUR with "Uberweisung" on 16 June. Once the document will be uploaded, our team will start the review."
Damit ist schwarz auf weiß dokumentiert, dass Trevor dir explizit die Option "screenshot or bank statement" (Screenshot oder Kontoauszug) gegeben hat.
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2 weeks ago
TranslationAgnes (2026-06-29 06:02:06): "The documents were rejected because you uploaded cropped screenshots and an edited PDF document. [...] It is forbidden to edit files in a graphic editor."
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2 weeks ago
TranslationAgnes (2026-06-29 06:15:09): "The documents were rejected because we received cropped screenshots and an edited PDF document. Please note that only complete, unedited original documents are accepted for successful verification."
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2 weeks ago
TranslationHello, I just received confirmation from the casino that my account has been verified. However, I haven't received any money yet; it will probably take a while. My question is, should we pursue the complaint?
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2 weeks ago
TranslationI still haven't received my payout. Even though the account has been verified again, actually for a year now. And the money has been pending since June 16th, I still haven't received any funds in my bank account today. I informed them yesterday that the casino had verified the documents, so I assumed I would have received the money today.
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2 weeks ago
TranslationLast week, on June 9th, I received the first installment of €3,000 from the casino. Since then, no further payments have been received. The casino still owes me €7,937. According to the casino, the second installment was supposed to arrive today. It hasn't arrived yet.
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2 weeks ago
Thank you for your thorough replies and for providing me with detailed evidence regarding your case.
At the same time, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by payment processor issues, investigation of the gameplay, or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you. Thank you for your patience.
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1 week ago
TranslationDear Casino Guru Team, thank you for your reply.
Unfortunately, I have been waiting for the payout since June 16th, and any further delay is unacceptable.
First, the stalling tactics with the verification, and now with the payout of the winnings. After all, it's still €7,937 out of the original €10,937. €3,000 arrived last week, and nothing since. After contacting Bruce on Monday, I was assured that the next payment would arrive sometime on July 14th. Unfortunately, I still haven't received any money. I can't accept this, and my patience is wearing thin! Yesterday evening, I inquired again and was fobbed off with standard platitudes. When I confronted them with the statement that the money should arrive on July 14th, they rambled and closed the chat. They should be helping me, not supporting the casino. I've already complained about Bruce Bet to the casino licensing authority, and I'll do it five more times if necessary.
Many thanks
Best regards
Patrick S.
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1 week ago
TranslationAnother complaint against Bruce Bet Casino. It's now been two weeks, and apart from the initial payout last Thursday, I haven't received any further payments. The casino still owes me €7,937. I inquired again today, and instead of reasonable answers, I only received the same standard phrases as before regarding the verification. I'm furious! It's a pure stalling tactic to conceal my winnings. I have screenshots.
Best regards
Patrick S.
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1 week ago
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especially since it was assured to me on July 14th, as you can see.
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6 days ago
Dear Patrick1234
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
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6 days ago
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.
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6 days ago
Dear Barbora,
We would like to inform that yesterday, 21 July 2026, withdrawal in the amount of €3,000 was successfully processed.
The remaining withdrawals, €3,000 and €1,937.00, are scheduled to be processed next week, between 28 July and 31 July.
Kind regards,
Bruce Bet Team
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5 days ago
Dear Player,
Thank you for your patience.
According to the casino, another withdrawal of €3,000 was processed on 21 July. Could you please let me know whether you have already received the €3,000 in your account? I will keep this complaint open until we can confirm that you have received all of your outstanding funds.
I look forward to your update.
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5 days ago
TranslationHello, dear Casino Guru team
Yes, the 3000 euros have arrived.
Thanks
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5 days ago
Dear Barbora,
As it was stated earlier, the remaining withdrawals, €3,000 and €1,937.00, are scheduled to be processed next week, between 28 July and 31 July.
Kind regards,
Bruce Bet Team
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4 days ago
Dear Player,
Thank you for the update and for confirming that you have received the latest payment.
According to the casino's latest update, the remaining withdrawals are scheduled to be processed between 28 July and 31 July. Please let me know once the next payment reaches your account. I will keep this complaint open until all outstanding funds have been received.
