Bruce Bet Casino - Player's withdrawal is delayed due to account verification.

Good morning,

The casino is extending the verification process to prevent me from withdrawing my funds. Chat support stated that I wouldn't receive my funds because they were bonus funds and the maximum withdrawal amount was 220 PLN. Unfortunately, the bonus was adjusted from the winnings to 220 PLN. Instead of withdrawing the 220 PLN, I wanted to win more, so I did. The funds are 100% mine, and the bonus has already been adjusted accordingly. I made a deposit after winning the larger amount, so I have proof.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Bruce Bet Casino. Please allow me to ask you a few questions so I can better understand the situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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,

Attila

The balance was a bonus. When I ended the bonus, it dropped to the withdrawable amount of 220 PLN. The bonus was adjusted. I went from the 220 PLN I already had as a cash balance to 19,200 PLN. Verification is being made difficult despite the correct documents, just to avoid withdrawing the funds.

Dear Player, thank you for your response. Do I understand correctly that your winnings originate from a deposit that was made after completing the bonus? If so, could you please attach a receipt of the deposit in question?

Thank you in advance for your reply.

Dear Monia1,

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.

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,
Attila
Casino.Guru