Bruce Bet Casino - Player’s withdrawal is delayed due to verification issues.

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Germany

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6 months ago

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Good day

I have a complete problem and am really getting desperate. I am registered with Bruce Bet and have won something now and then and paid out, and have never had any problems. But now I was lucky and won more a few weeks ago, almost €16,000, and then I was asked to go through full verification, which wasn't really a problem and was the normal process and I'm familiar with it from other online casinos. I then uploaded the documents they asked for. The second or third time it worked and I received a notification in my account and an email that the verification process had been successfully completed and I could make my withdrawal, which I then did and tried. 2-3 days after my withdrawal request I suddenly received another notification that the verification was not yet complete and that more things were needed, namely my deposit into the casino account. And this is where my whole drama and apparent problem begins. I have an account with Monese Bank which is linked to Google Pay, and I used the Google Pay payment method because it's easier and faster, as the data is stored there and you don't have to manually enter your name, account number, etc. It worked as always and the payment was deducted from my real Monese account. However, my bank statement doesn't show payment via Google Pay, Bruce Bet Casino or whatever, it just says - artifyne al art - or - vltks - nothing else, because it goes through some third party provider. And now my biggest problem in my Google Pay app or wallet is that the last activities saved there are from January of this year and nothing from July 19, 2025 and December 17, 2025. I've been trying for almost a week now to speak to someone at Google Pay or even someone on Google normally and ask or clarify why I can't see these activities or have them in my history and the last one is from January of this year. But there simply isn't a phone number for that where you're not just talking or writing to a machine or AI.. Bruce bet wants a photo or screenshot showing that I made the payment with them using the said payment method, Google Pay. Despite the problems with Google Pay, I think I've already sent more than enough and have proven my identity, as they call it. I sent my ID card, a selfie of myself with my ID card, photos of my account card, bank statements, a screenshot of my online banking, and a registration certificate. Just because I don't have the exact details from the payment via Google Pay, I haven't received the verification, which was actually already completed and passed, and therefore not a cent of my money is in my account. I simply don't know what else to do except if I search here, I'm having no luck getting legal advice from a lawyer. I can't think of anything else. I hope you might have a tip or something else for me that will help me. Kind regards, Kevin B.

Guten Tag

Ich habe vollgenes Problem und bin echt mittlerweile am verzweifeln, ich bin bei bruce bet angemeldet und habe da auch schon hin und wieder mal was gewonnen un mir auch auszahlen lassen, und nie Probleme gehabt, jetzt habe ich aber das Glück gehabt und vor ein paar Wochen mehr gewonnen knapp 16000€ und da wurde dann die komplette Verifizierung verlangt, was auch eigentlich kein Problem und ja der normale Ablauf und mir auch bekannt ist aus andern online casinos, ich habe dann die von mir verlangenten Dokumente hochgeladen beim zweiten dritten mal hat es dann geklappt und habe auch eine Benachrichtigung in meinem Account und als I mail bekommen das der Verifizierungs Prozes erfolgreich abgeschlossen ist und ich meine Auszahlung vornehmen kann, was ich dann auch getan und versucht habe, 2 - 3 Tage nach meiner Auszahlungs anfrage bekomm ich auf einmal wieder eine Benachrichtigung das die Verifizierung doch noch nicht abgeschlossen sei und weitere Sachen benötigt werden und zwar von meiner einzahlung auf das casino Konto. Und ab jetzt fängt mein ganzes Drama und anscheinend Problem an, ich habe ein Konto bei der monese Bank was mit Google pay verknüpft ist, und habe die Zahlungs Methode Google pay verwendet weil es einfach einfacher und schneller ist, da die Daten da ja gespeichert sind und man nicht extra Name konto Nr usw manuell eingeben muss.. Hat auch geklappt wie immer Zahlung ist auch von meinem richtigem monese Konto abgezogen worden. Auf meinem Kontoauszug steht aber nicht ersichtlich Zahlung google pay bruce bet casino oder was auch immer sondern - artifyne al art - oder - vltks - sonst nichts weil es ja über irgendein drittanbieter läuft dann.. Und jetzt mein gröstest Problem in meiner Google pay App oder wallet sind die letzten Aktivitäten die dort gespeichert sind von Januar diesen Jahres und nichts vom 19.7.2025 und 17.12.2025 ich versuche seit fast 1 Woche jetzt irgendwie jemanden bei Google pay oder auch normal Google jemanden zu sprechen und zu fragen oder zu klären warum ich diese Aktivitäten nicht sehen oder in meinem Verlauf habe und das letzte von Januar diesen Jahres ist. Aber es gibt einfach keine Telefonnummer dafür bei der man nicht nur mit einer Maschine oder KI spricht oder schreibt.. Bruce bet möchte aber ein Foto oder Screenshot wo drauf zu sehen ist das ich von der besagten Zahlungs Methode Google pay die Zahlung bei denen getätigt habe... Ich finde trotz dem Ärger mit Google pay das ich auch so schon mehr als genug geschickt und meine wie die es nennen Identität bewiesen habe, ich habe mein - Personal Ausweis geschickt - dann selfi von mir mit Personal Ausweis - Fotos von Konto Karte - Kontoauszüge - Screenshot von meinem online banking - Melde Bescheinigung. Nur weil ich jetzt nicht genau das von der Zahlung über Google pay habe bekomme ich die Verifikation die zumal eigentlich ja auch schon durch und bestanden war nicht fertig und somit auch kein Cent von meinem Geld auf meinem Konto... Ich weiß einfach nicht mehr weiter was ich sonst noch machen soll außer wenn ich hier rüber such kein glcuk habe, mir rechts bestand bei einem Anwalt zu holen mehr fällt mir einfach nicht mehr ein.. Ich hoffe sie haben vieleicht einen Tipp oder sonistigs für mich was mich irgendwie weiter bringt und mir hilft. Mit freundlichen Grüßen Kevin B.

Edited by a Casino Guru admin

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Public

Complaint Resolution Center Deputy Team Lead

Public

6 months ago

Hello,

Thank you very much for submitting this complaint. I understand how frustrating it must be to go through the verification process multiple times, especially after already receiving confirmation that it was completed. Unfortunately, when deposits are made through Google Pay, the casino’s payment processor name often appears on the bank statement instead of the casino’s name. This is quite common, but it can make verification more complicated.

To move forward, I suggest trying the following steps:

Download a full Monese statement (preferably in PDF format) for the period when you made the deposits. Even if "Bruce Bet" is not shown directly, the processor names together with the exact amounts and dates can serve as proof.
Check your Google Pay account via the website: Go to pay.google.com, log in, and look under the "Activity" section. Sometimes the browser version displays transactions that the app does not.
Contact Google Pay support through the help page on their website and request written confirmation of your transactions. Even if they cannot show them in your activity, an official statement from their side can help explain the missing records.

To better understand your case, could you please also let us know:

On which exact dates and for what amounts did you deposit via Google Pay into your casino account?
Do these transactions appear on your Monese statement?
Have you already tried to upload your Monese statement to the casino, and if yes, what was their response?
Did the casino confirm in writing which specific document they are still missing?

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.

Hello,

Thank you very much for submitting this complaint. I understand how frustrating it must be to go through the verification process multiple times, especially after already receiving confirmation that it was completed. Unfortunately, when deposits are made through Google Pay, the casino’s payment processor name often appears on the bank statement instead of the casino’s name. This is quite common, but it can make verification more complicated.

To move forward, I suggest trying the following steps:

Download a full Monese statement (preferably in PDF format) for the period when you made the deposits. Even if "Bruce Bet" is not shown directly, the processor names together with the exact amounts and dates can serve as proof.
Check your Google Pay account via the website: Go to pay.google.com, log in, and look under the "Activity" section. Sometimes the browser version displays transactions that the app does not.
Contact Google Pay support through the help page on their website and request written confirmation of your transactions. Even if they cannot show them in your activity, an official statement from their side can help explain the missing records.

To better understand your case, could you please also let us know:

On which exact dates and for what amounts did you deposit via Google Pay into your casino account?
Do these transactions appear on your Monese statement?
Have you already tried to upload your Monese statement to the casino, and if yes, what was their response?
Did the casino confirm in writing which specific document they are still missing?

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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Bronze

Germany

Public

6 months ago

Original

Translation

Hello

First of all, thank you for your answer, and especially for your support and help.

So I made two payments via Google Pay, one on July 17, 2025 for €10 and the other on July 19, 2025 for also €10. Both were debited or deducted from my Monese account as normal. I sent Bruce Bet a full bank statement for this, but then I got another message from Bruce Bet saying they wanted proof or a bank statement or screenshot from my online banking showing my deposit to their casino via Google Pay, with my name and the payment to Bruce Bet via Google Pay clearly visible. I've tried several times to explain to them that I don't have anything else myself apart from what I've already sent them, as my activities on Google Pay were somehow not saved or recorded there, and I'm already contacting Google Pay support to find out for myself why I can't see these activities or payments. But you can still see on my Monese bank statement that on both of the days in question I made a deposit of €10 into my Bruce Bet account, which also arrived with them. They should or can link or assign it to them, even if it only shows the name of the payment processor and not exactly Google Pay payment or something like that. But I keep getting the same answer or request from them or the AI, it's really driving me crazy with Google Pay support, it goes back and forth, they write what I should look at or do to be able to see the payments, I write back and forth and still don't see anything, then the reply comes back try this, try this etc. etc. I replied or wrote back to Google Pay support today to say that I have already tried everything but nothing changes or achieves, and that I need or must get a detailed printout or proof from them for these two payments. And now I'm waiting again for the next answer I get from them. As I said, the whole thing is really frustrating. I really don't know what to do anymore. Regards, Kevin.

Hallo

Ich danke Ihnen erstmal für Ihre Antwort, und vorallem Unterstützung und Hilfe.

Also ich habe 2 Zahlungen getätigt über Google pay die eine war am 17.7.25 über 10€ die andere am 19.7.25 auch über 10€ die auch beide ganz normal von meinem monese Konto abgebucht oder abgezogen worden sind, und davon habe ich bruce bet auch einen kompletten Kontoauszug geschickt, habe dann aber wieder eine Nachricht von bruce bet bekommen das sie einen Nachweis oder Kontoauszug oder Screenshot von meinen online banking über meine einzahlung über Google pay zu denen ins casino haben möchte wo klar erkennbar mein Name wie die Zahlung über Google pay zu bruce bet drauf zu erkennen ist. Habe denen mehrfach versucht zu erklären das ich außer das was ich denen schon geschickt habe selber nichts anderes habe, da meine Aktivitäten bei google pay irgendwie nicht gespeichert wurden oder drin stehen, und ich mit dem google pay Support schon dran bin um selbst zu erfahren warum diese Aktivitäten oder Zahlungen bei mir nicht zu sehen sind. Man aber ja auf meinem monese Kontoauszug ja trotzdem sehen kann das ich an diesem beiden besagten Tagen jewals eine einzahlung von 10€ zu denen auf mein bruce bet Konto getätigt habe die ja bei denen auch angekommen ist.. Mit denen sie das ja auch verbinden oder zuordnen müssten oder können, auch wenn da nur der Name des Zahlungsabwicklers steht und nicht genau google pay Zahlung oder so, Ich bekomme aber immer wieder die selbe Antwort oder Aufforderung von denen oder der KI echt zum Verzweifeln mit dem Google pay support geht es auch hin und her die schreiben was ich alles schauen oder machen soll um die Zahlungen sehen zu können, ich schreibe zurück habe ich wiederholt sehe trozdem nichts, dann kommt wieder zurück probieren sie das probieren sie dies usw usw ich habe dem google pay support heute auch wieder geantwortet oder zurück geschrieben das ich alles schon versucht Und probiert habe es aber nichts ändert oder bringt, und ich doch bitte von denen über diese beiden Zahlungen einen detaillierten Ausdruck oder Nachweis benötige oder bekommen muss. Und jetzt warte ich mal wieder auf die nächste Antwort die von denen zurück kommt. Wie schon gesagt echt zum verzweifeln das ganze ich weiß langsam echt nicht mehr weiter oder was ich noch machen soll?? Mfg Kevin

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6 months ago

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6 months ago

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The same as in Bruce Bet's email is what I keep getting in response from them...

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6 months ago

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Hello

I know I haven't received a new response from you yet, but I'm still quickly sending you the response I received today from Google Pay support. It's just an unbelievable nightmare from which I can't seem to wake up...

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6 months ago

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Google uses translation technologies to provide support in this language. Please excuse any errors.

Hello Kevin,

Thank you for contacting us with your concern. I understand how important it is for you to find proof of payment, and I'd like to help you with that. We've reviewed the screenshots you provided and determined that the requested payments appear to have been made to a third-party payment provider via Google Pay.

In the Google Wallet app on your smartphone, which displays your recent card activity, only transactions made directly with that specific card using contactless payment (NFC) on your device are shown. Therefore, you'll only see payments from January, since that's the last time you used that card to make a contactless payment.

Transactions like the two payments you made in July are processed differently. They are considered online payments and will not appear in the Google Wallet app's activity log. You can find these specific payments on your card statements or in the transaction history in your card issuer's app. Since this is a Monese Virtual EU Mastercard, you'll need to check your Monese account history.

We know this can be confusing, and thank you for your patience. This is the best way to obtain the evidence you need for these specific transactions.

Please let us know if you have any further questions.

Thank you!

Caroline

The Google Support Team

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Complaint Resolution Center Deputy Team Lead

Public

6 months ago

Thank you for sharing the detailed response from Google Pay. I understand how frustrating it must be to keep going back and forth, and I appreciate all the effort you’ve already put into gathering the required documents.

Have you already tried forwarding the message you received from Google Pay to the casino, along with the Monese statements from your card issuer’s app? Since Google Pay clearly explained why the transactions don’t appear in the wallet and confirmed that the records are visible on your bank statement, this could serve as strong supporting evidence for your case.

Could you also please let me know when you last communicated with the casino regarding this verification issue? If possible, please forward me the emails between you and the casino about this matter at veronika.f@casino.guru, so I can better understand their exact requirements.

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5 months ago

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Hello, I'm sorry that I'm only replying now, but I was sick and laid up for almost a week with the flu. I last had contact with the casino two weeks ago, but they told me the same thing. I'm now waiting for a response from Monese Bank again and hope that this time I'll speak to a real person who understands my request and can send me the necessary data. Then I'll forward this along with the email from Google Pay to the casino. Kind regards, KB

Edited by a Casino Guru admin

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Complaint Resolution Center Deputy Team Lead

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5 months ago

Thank you for your response. Have you received any response from your bank in the meantime? Have you contacted the casino with the requested document, or are you still waiting for it? Please keep me updated.

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5 months ago

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Good day

Yes, I have now received an answer from the bank, but not a positive one. I have tried everything and I really don't know what to do. I will forward this to the casino, but I don't think that will get me very far. I will send you the answers from the bank.

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5 months ago

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Kevin,

Thank you for getting in touch.

Unfortunately, we cannot determine where the payment was made or which merchant was involved because this is a card transaction.

Please confirm if you have not authorized these payments so we can assist you more effectively.

Thanks for your understanding.

Let us know if you have any further questions and we'll be happy to help!

Best regards,

Livy

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Germany

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5 months ago

Original

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Hello Kevin,

Unfortunately, we do not have details of where the payment was made, as it was a card payment.

We would like to inform you that the information regarding these payments shown on your bank statement is the same as what we have for you.

We recommend checking your browser history or conducting an online search for the retailer in question.

We recognize that this may not be the answer you were hoping for, and we sincerely apologize for any inconvenience this may cause.

If you have any further questions or need additional support, you can contact us at support@monese.com to start a new email or chat from your app. You can also access our FAQs here: https://support.monese.com/en/.'"

Best regards,

Livy

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Complaint Resolution Center Deputy Team Lead

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5 months ago

Thank you very much, Chikoooo, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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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Complaint Specialist

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5 months ago

Hello Chikoooo,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I must say this is indeed an unfortunate and quite tricky situation. On one hand, the casino team is fully entitled, if not required, to verify the deposits you made as part of the standard KYC and AML process; on the other hand, I understand that you have already provided everything you could regarding this, and the involved companies, Google Pay or Monese Bank, cannot really provide you with anything else. Please forward me any emails, livechat screenshots, or transcripts you had with Google Pay and Monese Bank support to my email michal.k@casino.guru

I will contact the casino to see if I can help somehow.

We would like to invite Bruce Bet Casino to join the conversation.

Dear Bruce Bet Casino,

While I understand your entitlement, if not directly an obligation, to verify the player's deposit as part of the standard KYC and AML process, however, as it is apparent, the player had already provided you all the available evidence they were able to obtain, and now even the involved companies, Google Pay and Monese Bank, are not really able to provide any further evidence regarding this.

Kindly provide your clarification on what other, if any, documents are still needed from the player to move on with their verification process and how they should obtain them.

If there are any additional factors relevant to this case that cannot be disclosed publicly, please share them with me directly at michal.k@casino.guru

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Bruce Bet Casino

Casino representative

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5 months ago

Dear Michal,

The player did upload a Monese statement dated 15 August 2025, but this was submitted as part of the POA verification before payment methods were requested on 27 August 2025. Therefore, we cannot accept the previously submitted statement retroactively.

At this stage, we are awaiting a PDF bank statement showing all deposits made to the account in July 2025. Once we receive this document, we will be able to proceed with completing the verification process.

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Complaint Specialist

Public

5 months ago

Dear Bruce Bet Casino,

Thank you for the clarification.

Dear Chikoooo,

As per the casino team's response, please forward them a PDF bank statement showing all deposits made to your casino account in July 2025 and add my email michal.k@casino.guru in the "Cc".

Additionally, I still have not received an email from you regarding the emails, live chat screenshots, or transcripts you had with Google Pay and Monese Bank support, so please do so at your earliest convenience.

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5 months ago

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Good evening, I was in the hospital. I'm sorry that I couldn't get in touch sooner. Thank you very much for your effort. I will send you everything right away. Kind regards, Kevin

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Complaint Specialist

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5 months ago

Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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Complaint Specialist

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4 months ago

Dear Chikoooo,

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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