The player from Germany had been attempting to withdraw €4000 for over four weeks but encountered ongoing issues with document verification. She received repetitive responses through chat and email, expressing frustration over the situation. The Complaints Team was unable to proceed with the investigation as she did not respond to requests for additional information, which led to the rejection of the complaint.
Bruce Bet Casino - Player's withdrawal is delayed and documents are questioned.
Closed
Our verdict
Player stopped responding
Amount: €4,000
Bruce Bet Casino
Safety Index:LowCase summary
Discussion
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1 year ago
Translation
I've been trying to withdraw €4000 for over 4 weeks, but there's always something wrong with my documents! It's just annoying, you always get the same answers via chat and email! I paid in properly before, but nothing was said. It's just annoying! This didn't happen five years ago
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1 year ago
Hello Annika85,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bruce Bet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
TranslationI don't know which documents were approved, you can't tell during verification!!! I usually get a message after two days saying that the documents didn't pass and that I should upload everything again after the verification has started!!
ID card
bank card
Selfie with ID
bank statements as PDF
consumer letter
Everything submitted multiple times
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1 year ago
TranslationOh and the verification has been running since about 17.2.25
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1 year ago
TranslationNow it was said again that my documents had not passed!!! It was said that the documents would be checked, but never which ones might be missing or have not passed
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1 year ago
Hello Annika85,
Would it be possible to forward the communication between you and the casino related to the case to nikolas.b@casino.guru for further review?
Awaiting your asnwer.
Regards,
Nick
