The player from Germany had completed the verification process but faced repeated failures with withdrawal attempts, as the amounts were rejected and returned to her casino account. She sought clarification and prompt payment of her balance due to the ongoing delays. The player was contacted by the Complaints Team for further information to assist with the issue, but no response was received. Consequently, the complaint was closed due to lack of communication, with the option to reopen if the player decided to continue.
Bruce Bet Casino - Player's withdrawal is being delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,300
Bruce Bet Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
1 month ago
Translation
Ladies and Gentlemen
I have successfully completed my verification, yet my withdrawal attempts continue to fail. The amount is rejected every time and credited back to my casino account.
This problem has persisted for several attempts, without any specific reason being given to me. It seems to me that the payout is being unnecessarily delayed.
I therefore request a prompt clarification and the payment of my balance.
Thank you in advance for your support.
Best regards
Jana Sch.
Edited by a Casino Guru admin
Automatic translation:
Public
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1 month 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 month 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.
- Have you made any successful withdrawals from this casino in the past?
- Which payment method did you select for your withdrawal request?
- Have you tried selecting several different payment methods to see if the issue persists?
- Have you contacted the casino’s customer support to ask about or suggest alternative ways to withdraw your winnings?
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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1 month ago
Dear J.Schweitzer,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
