The player from Germany faced ongoing verification issues after requesting a larger withdrawal. Despite submitting the necessary documents multiple times, he received repeated rejections, with the casino requiring proof of payment for transactions made via Apple Pay. He struggled to provide the required information due to discrepancies in transaction timing. After multiple attempts to comply with the casino's requests, the account was finally verified. The complaint was marked as resolved by the Complaints Team.
Bruce Bet Casino - Player’s withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €999
Bruce Bet Casino
Safety Index:Very lowCase summary
Discussion
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7 months ago
Translation
Hello dear Casino Guru Team,
Since I requested a larger withdrawal, there have suddenly been problems with my verification.
I submitted the requested documents three times. Each time, my verification was rejected with the statement, "The submitted documents did not pass the scrutiny."
I have already contacted support several times regarding this.
They repeatedly pointed out that I had to submit proof of payment of €30 from June 10, 2025, and I was also asked to submit my personal details from my Paysafe account via screenshot.
I've already done this three times without success. After the rejection, I was repeatedly asked to submit the transaction receipts, including the date, time, and name.
I have deposited the above mentioned amount of 30 Euro via Applepay Mastercard (Paysafeaccount Card/ virtual prepaid credit card)
Bruce Bet requires proof of Apple Pay deposit. Because Apple Pay only stores payments in the payment history for one week, I cannot submit the requested receipt. Therefore, I submitted my Paysafecard Mastercard statement. Now, Bruce Bet is suddenly criticizing the transaction time, claiming it differs by two hours from their data. I pointed out a possible time difference, but this was completely ignored. I was then asked again to submit the aforementioned proof of payment via Apple Pay, including the time.
I made two more deposits with my credit card. These also indicate a two-hour difference in the deposit time.
10.06.2025 30 euros
June 10, 2025 50 euros
20.06.2025 11 euros
I marked this on the bank statement.
I ask you for help.
If you have any further questions, please do not hesitate to contact me.
Best regards
Rimantas M.
Edited by a Casino Guru admin
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7 months ago
Dear mk97zfwj8q,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation and assist you effectively, I would like to ask a few questions:
- What specific documents did you submit for verification, and did you receive any feedback regarding why they were rejected?
- Have any of your bank statements, proofs of deposit, or documents proving ownership of the payment methods used for depositing been approved by the relevant verification department?
- Have you contacted Apple Pay support to request a proof of deposit that includes the personal information necessary for verification?
- Has the casino’s customer support suggested any alternative ways to verify your deposits, such as recording a video from your payment method app?
Your cooperation in providing these details will help us investigate and work toward a resolution.
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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7 months ago
Translation
Hello,
I am sending you my submitted documents.
Submitted bank statement. Photo of the transaction receipt, Paysafe personal information, ID card front and back, a photo of me and the ID. Screenshot of Apple Pay 11 euros from June 20, 2025.
Screenshot of the virtual credit card with my name and card number, the first four and last four digits. The expiration date is also visible, the rest is blacked out. I received an image of the deposit from Bruce Bet via email.
On June 10, 2025, I made two deposits with Apple Pay: 30 and 50 euros.
According to support, it's about the deposit receipt for 30 euros, with the name and time. Verification is only about this proof.
I just spoke to Apple Support. Unfortunately, they have no way of obtaining this receipt and refer me to my bank because the payment is billed to my card and would be visible on my bank statement.
With Apple Pay I can see all payments up to 13.06.25.
Therefore, I've also attached a screenshot of the last deposit of €11 from June 20, 2025, simply to provide additional proof that these three deposits were made using the same credit card. I've marked it on the bank statement.
Bruce Bet customer service did not offer me any alternatives for proof.
P.S.: All deposits are visible on the bank statement, but the time in the transaction details is off by two hours. This is why you're questioning the deposit. The fact is, you should at least have the name, amount, and expiration date of the credit card and Mastercard card number for the payment received.
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7 months ago
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Hi Veronika, I was wondering if you received any documents via email? If not, could you please send me a link where I can upload the documents. Thanks.
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7 months ago
Thank you very much, mk97zfwj8q, for providing all the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 months ago
Hello mk97zfwj8q,
My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Bruce Bet Casino,
Could you possibly provide additional information regarding the withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Romi
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7 months ago
Dear Romi,
To proceed with your withdrawal, you are still required to complete the verification process. Specifically, we kindly ask you to provide a proof of payment for the deposit made on 2025-06-10 in the amount of 30 EUR.
The document must clearly show:
- The deposit to our website
- The name of the account holder
Once we receive and verify this information, we will be able to continue with the withdrawal process.
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7 months ago
Dear mk97zfwj8q,
Please do as the casino representative advised and let us know how it goes.
Best regards,
Romi
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7 months ago
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hey,
I've now uploaded the requested documentation. As soon as I receive a response, I'll of course notify you.
Best regards
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7 months ago
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Dear Romi,
Unfortunately, my submitted documents were rejected again. I received this message via email. 
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7 months ago
Dear Bruce Bet Casino,
Could you advise the player what to do, please?
Thank you.
Best regards,
Romi
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7 months ago
Dear Romi,
last time unfortunately the document was not accepted as it was edited. We ask the user to upload the original document to the verification page. We kindly ask to provide a proof of payment for the deposit made on 2025-06-10 in the amount of 30 EUR. The document must clearly show:
- The deposit to our website
- The name of the account holder
we ask the user not to use graphical editors.
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7 months ago
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Dear Romy,
A quick update, I have now followed this advice.
Best regards
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7 months ago
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The same in green, the verification is rejected again.
I have uploaded the June 2025 bank statement unedited (without color marking).
I've requested a detailed statement from PaysafeCard or the bank. This may take about a week.
I just don't understand why the merchant who handles payments for Bruce Bet doesn't provide the necessary information. Especially since I've made multiple deposits with the same credit card.
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6 months ago
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Unfortunately, there's no point in continuing. Dear Romy, I've followed all the advice and have now been rejected three times.
Bruce Bet Casino should really rethink their behavior towards paying players.
We're the ones who generate revenue. And every now and then, we win.
It is ethically and morally questionable if the casino simply refuses to pay out the winnings.
Although you can provide evidence of all deposits, an original bank statement with the amount and date should be more than sufficient. Especially since Bruce Bet stores IP addresses. It would be too easy to verify that, especially with such a paltry amount!
everyone should form their own opinion of Bruce Bet.
From a marketing perspective, the casino’s image is important.
The competition never sleeps!!!
You don't want to receive anything for free, just fair and correct treatment.
Case closed
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6 months ago
Dear user,
Does this mean that you'd like to close the complaint, please?
Thank you.
Respectfully,
Romi
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6 months ago
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Dear Romi,
It worked. I'm now verified!
Thank you for your trouble.
Wish you all the best.
Best regards
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Rimbo,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Romi
