The player from Germany, after being verified and winning €2,000, faced repeated requests to verify his identity again despite having sent the required documents multiple times. He reported that the casino continuously rejected his submitted documents without explanation and alleged that the casino was stalling his withdrawal. The complaint was closed due to the player's lack of response to further inquiries from the Complaints Team. The case remained open for reopening if the player resumed communication.
Bruce Bet Casino - Player’s withdrawal is delayed due to repeated identity verification.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
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5 months ago
Translation
Hello, I was verified and won normally, and I would like to withdraw €2,000.
For the past week, I've had to verify my identity again, and I've sent everything multiple times. And it's always the same message: I have to verify my identity.
I'm constantly being strung along.
What's the point of this? I'm going to make everything public about this casino and I'm also going to get a lawyer involved.
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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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Which documents were approved and which were not?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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5 months ago
TranslationHello, yes, I was verified and had deposited money, otherwise I wouldn't be able to play. Then, after winning €2,000, they suddenly said I had to verify myself. I sent everything at least ten times, even my tax return because of my address, but it always says I failed. They don't explain what's missing or what's wrong. Nothing. It's unbelievable that something like this is allowed online.
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5 months ago
TranslationI didn't play with a bonus.
And of course I was verified, otherwise I wouldn't have been able to play and deposit money.
I sent them an email showing that I received payments previously, so I was verified. Now, however, they've deleted everything and I have to re-verify.
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5 months ago
TranslationHello, I sent everything again and it was rejected again. This is fraud!
They say I haven't sent proof of the €60 deposit from my bank, which isn't true. I've sent it several times and it still doesn't work. They're stalling and don't want to pay. It's been three weeks now.
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5 months ago
I am sorry to hear that.
Thanks for sharing the requested information.
Do I understand correctly that in order to verify your deposit in the casino, you send a bank statement with your name and the deposit to the casino, listed among the transactions?
Did the casino request ID, selfie, utility bill or other similar documents to verify your identity?
Which documents were accepted and which were asked for again?
Looking forward to your reply.
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4 months ago
Dear Sale10101010,
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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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
