The player from Sweden had been trying to withdraw 2100 SEK since January 29th, but her verification documents were rejected multiple times, causing significant delays. She was awaiting approval for the fifth submission of her documents and was frustrated with the ongoing process, while also wanting to withdraw an additional 1000 SEK. The complaint was marked as resolved after the player confirmed the issue had been addressed. We acknowledged the resolution and remained available for assistance with any future issues.
Bruce Bet Casino - Player’s withdrawal is delayed due to repeated verification issues.
Resolved
Our verdict
Case closed
Amount: 3,100 kr
Bruce Bet Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
1 month ago
Translation
On January 29th I made a withdrawal of 2100 SEK, took a few days and the money didn't come. They wanted verification which I understand. We are now on February 16th and today I sent in documents for the fifth time! Been rejected 4 times even though I sent everything they asked for. Now they said because I had a print screen it wasn't approved. I have a digital mailbox so I don't get mail to my mailbox where I live. They said that PDF works fine so I hope it will be approved now that I have converted it to a PDF file. However, they say it takes 48 hours, all my verifications that have been rejected have taken at least 72 hours to get a response. You ask and they always say: be patient and wait...
I don't want to wait any longer! Never experienced such a hassle with verification at other casinos. I now have 2100 k that is pending withdrawal and also 1000 kr more that I want to withdraw. So a total of 3100 kr.
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Which of your documents have been repeatedly rejected during the verification process? Please forward the most recent documents you uploaded to your casino profile to veronika.f@casino.guru, and kindly include the emails from the casino explaining the reasons for rejecting them.
- Have any of your documents been successfully approved during the verification process?
- What types of games did you play to accumulate your winnings?
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
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear pchris,
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
