The player from Germany had deposited 30€ at Bruce Bet Casino and had winnings of 480€. However, she faced issues with account verification due to email problems, which led to delays in the withdrawal process. Since September 24th, she had received no updates aside from messages acknowledging the issue. The complaint was resolved after communication with the Complaints Team, who facilitated the dialogue with the casino and ensured the player's concerns were addressed. The player confirmed satisfaction with the resolution, which led to the closure of the complaint.
Bruce Bet Casino - Player's withdrawal is delayed due to account verification issues.
Resolved
Our verdict
Case closed
Amount: €480
Bruce Bet Casino
Safety Index:Very lowCase summary
Discussion
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5 months ago
Translation
Good morning,
On 23.09.25 I have 30€ at Bruce Bet Casino
Deposited, played with bonus, wagered correctly, and the €480 is also payable... theoretically.
In practice, it's impossible for me to verify myself. My email address was supposedly the problem; I was supposed to switch to a Gmail address, so I used the one from my Google account.
Now I'm at least able to send chat logs to myself, but since September 24th, all I've been getting is the message that someone is taking care of the problem and it's just taking time.
Without email verification, I can't continue with the withdrawal process, which is pretty frustrating.
Maybe you can help me move this forward?
VG
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5 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Bruce Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please specify if you registered with another email address and then wanted to change it to Gmail?
- Have you uploaded any documents for verification?
- Are you receiving any specific error messages when trying to verify your email address?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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5 months ago
TranslationHello Natalia,
Exactly, at the request of the chat employee, I gave my Gmail address in the chat because the one I registered with could not be verified.
I haven't uploaded any documents yet because I haven't gotten to the point where that's possible.
In the chat I was told that I can only upload documents once my email address has been verified.
There's no error message; I just don't receive an email with a verification link (not even in my spam folder). So the employee said it was something wrong with the address and I should use a Gmail address.
Thanks and best regards
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5 months ago
TranslationI have screenshots of the chat, but they contain all my personal data, so I can't upload it publicly.
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5 months ago
Dear player, thank you for the clarification. So you provided a Gmail email to the support, but you cannot verify it either because the verification link doesn't come?
Please forward all the relevant communication between you and the casino to natalia.b@casino.guru. Alternatively, you can post the screenshots here and I can set your post as private so no 3rd party will be able to see it. Thank you in advance.
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5 months ago
TranslationHi Natalia,
I sent an email with the sensitive data.
But exactly, not only can the Gmail address not be verified via a link, it also cannot be changed or updated in my profile.
Of course, I have already contacted support twice from my T-online email to prove that the address is correct.
VG
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5 months ago
Translation
Here is the last message I received from Bruce Bet Casino.
Thanks and best regards
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5 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Barbora (barbora.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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5 months ago
Dear player,
My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Bruce Bet Casino representative to join this conversation.
Dear Bruce Bet Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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4 months ago
TranslationHello,
Bruce Bet Casino got in touch and I was finally able to verify my email address.
Now I'm waiting to go through the personal data verification process.
I hope this works better.
Thank you for your help. I would like to leave this post up until the payment is completed.
VG
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4 months ago
TranslationHello,
Now it all happened very quickly, the casino approved the payout and the money is already in my account.
Thank you for your help and best regards
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4 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 ram1983,
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,
Barbora
