The player from Germany had been waiting two weeks for a withdrawal of €5,000 from Bruce Bet, despite having complied with all terms and conditions. He had previously received a withdrawal of €2,000, but his second payout of €3,000 had been canceled without comment, and he hadn’t received the remaining amount, which was inconsistent with the casino's stated policies. The issue was resolved, and the player confirmed that the €5,000 had arrived along with an apology from the casino. The Complaints Team noted that the casino may have reacted to the published complaint, leading to the resolution.
Bruce Bet Casino - Player's withdrawal is delayed and funds remain unpaid.
Resolved
Our verdict
Case closed
Amount: €5,000
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
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9 months ago
Translation
Dear Casino Guru Team,
I'm contacting you because I've been experiencing problems with a withdrawal from the online casino Bruce Bet. Despite repeated contact and compliance with all terms and conditions, a total winnings of €5,000 (€2,000 + €3,000) have not yet been paid out.
Originally, the total winnings were €8,000. A withdrawal of €2,000 was processed last week. I foolishly lost €1,000. It seems to me as if Bruce Bet is now waiting for me to lose more money. Since then, however, I've been waiting in vain for the remaining €5,000, even though Bruce Bet's policies allow weekly withdrawals of up to €5,000. In my opinion, this delay is inconsistent with the communicated withdrawal conditions.
What's particularly problematic is that the €3,000 payout had been "in process" for several days and was then canceled without comment. The second payout of €2,000 was supposed to be made by August 5th at the latest, according to the internal deadline, but this also didn't happen.
I therefore ask for your assistance in resolving this case and hope that Bruce Bet can be persuaded to comply with his own guidelines.
Furthermore, I always receive the response "the responsible department is working under extreme pressure to resolve your problem." I've been receiving this message for several days/weeks.
Please help me. I can't take it anymore. I've spent too much time communicating with Bruce Bet, every day. But it doesn't help.
Winning date: July 20, 2025
Payment date: July 20, 2025
receipt of the 1st payment (2000€) 27.07.2025
Since then I have been kept waiting
Greeting
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9 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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 for your money to appear in your account. This delay may be caused by unfinished KYC verification 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.
Based on the screenshot you shared, I can see that you have 2 pending withdrawals requested on 30/07 and 04/08. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal (on 13/07), please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Natalia
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9 months ago
TranslationDear Casino Guru Team,
Thank you for your feedback.
The screenshots mentioned in your message are unfortunately somewhat misleading, as they don't reflect the complete process. The original withdrawal requests were submitted long before July 30 and August 4. Several withdrawals were already requested in July – and some were listed as "in process" for days, only to be canceled shortly before the deadline.
This practice appears to have been deliberately used to provoke the deadline restart and unnecessarily delay the payment process.
The casino's policies stipulate a withdrawal limit of up to €5,000 per week, yet even smaller amounts were repeatedly withheld or canceled for no apparent reason. Therefore, the 14-day deadline has been exceeded several times, considering the actual start of the withdrawal requirements.
I therefore again request your support in this case and hope that you can incorporate the overall course of events into your review.
Furthermore, my account is fully verified, and I received a payout of €2,000 14 days ago. Bruce Bet was actually supposed to send me another €3,000 this week. They didn't. Then the €3,000 was pending processing for eight days. It couldn't be canceled manually, and then the payout was canceled last Sunday. I'm asking you to help me. I'm absolutely desperate with the Bruce Bet casino. It's a lot of money, and the deadlines are long past.
greeting
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9 months ago
TranslationGood day. The matter has been resolved. The €5,000 just arrived. I also received an apology. Did you write to Bruce Bet? Or did they respond on their own? Regards
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9 months ago
Dear player,
Thank you for the updates! We're glad to hear that your issue has been resolved. Although we haven't officially invited the casino to respond in the thread, the representatives might have already seen that your complaint was published and reacted accordingly.
We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia Burlutskaia
Casino.Guru
