The player from Germany had been trying to withdraw money from the casino for two weeks but faced repeated verification requests. Despite sending the required documents, including a picture of his bank card and bank statements, he continued to receive the same requests and had been waiting for ten days. The issue was recognized as related to the casino's KYC process, which was essential for verifying the rightful owner of the winnings. The complaint was marked as resolved after the player confirmed the issue had been addressed, though specific details of the resolution were not provided. The Complaints Team confirmed the case closure and offered further assistance if needed.
Bruce Bet Casino - Player’s withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €1,440
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
Public
Public
4 months ago
Translation
This is the fifth time I've tried to verify my account. They keep telling me to send a picture of my bank card, which I've already done four times. They also require a bank statement with my account details. I've sent that four times as well. Every time, they tell me to try again and wait another 48 hours. This has been going on for ten days now. I've saved the entire chat history and can gladly provide it.
Automatic translation:
Public
Public
4 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.
Public
Public
4 months ago
Dear Ronny1983,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila
Public
Public
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 Ronny1983,
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,
Attila
