The player from Germany, a customer of Bruce Bet, faced difficulties withdrawing her winnings as the casino had repeatedly rejected her submitted verification documents for the past 18 days. Despite daily communication with support, she did not receive assistance and remained without her funds. The Complaints Team intervened, facilitating communication with the casino and ultimately leading to the resolution of her issue. The player confirmed that her concerns had been addressed, and the complaint was marked as resolved.
Bruce Bet Casino - Player's withdrawal is delayed due to document rejection.
Resolved
Our verdict
Case closed
Amount: €402
Bruce Bet Casino
Safety Index:LowCase summary
Discussion
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7 months ago
Translation
I am a Bruce Bet customer. In the past, all winnings were deposited into my account. For the past 18 days, they have been demanding new documents from me, and every day everything is rejected. I have submitted my ID card, driver's license, a selfie with my ID, bank statements, debit card, utility and cell phone bills, and deposits, but everything is repeatedly rejected and delayed, and I have not received my winnings. I write to support every day without any help, and I always receive the same text. Please help.
Automatic translation:
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7 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you’re experiencing. To better understand your situation, could you please clarify the following:
- Have you already completed the full KYC verification process at this casino?
- Did you submit all the requested documents on time and in the correct format?
- Are your photos clear, high-quality, and in sufficient resolution?
- Do your PDF files include all the required personal information for verification?
- Have you received any explanation from the casino regarding why your documents were not accepted or did not meet the requirements?
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
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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7 months ago
TranslationI have already sent my identity in the past when I opened the account. After that, there have never been any problems except for them withholding one of my winnings and deleting one of my emails. The casino never says which document is incorrect or why. I have provided them with so many documents but everything has been rejected, even as PDFs because you can only attach one document at a time. To me, this is a delaying tactic to avoid having to pay. Someone should explain to me why my ID card, back of the bank card, address, driver's license, bank statements, electricity bills and cell phone bills are not enough. Several options are offered, but they are rejected. Customer service always comes up with new options and standard information. This is unacceptable to me.
Automatic translation:
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7 months ago
Please forward me the documents you most recently submitted to the casino for verification at veronika.f@casino.guru.
Kindly also include the communication between you and the casino’s customer support regarding the verification of your account.
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7 months ago
Dear Nadilein2000,
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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7 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 Nadilein2000,
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,
Veronika
