The player from Germany had requested a withdrawal two weeks ago but faced issues verifying his address, as three submitted documents were rejected. He expressed concern about the long processing times and suspected that the casino might have been delaying the verification process to withhold his funds. We assisted by requesting detailed information about the documents submitted and communication with the casino. The complaint was marked as resolved after the player confirmed the issue had been addressed, though specific resolution details were not provided.
Bruce Bet Casino - Player’s withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €2,000
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
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3 weeks ago
Translation
Hello, it's not possible to verify my address with this casino. I've submitted three different documents from their list, and all are rejected. On top of that, the processing times are extremely long. It seems to me as if they're deliberately trying to complete the verification process, hoping to lose the money.
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2 weeks 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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2 weeks 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.
- Have you provided your full and correct residential address when filling out your casino profile?
- Does the address shown on your documents match the residential address in your casino account?
- Which documents have you submitted so far as proof of your address? Have you submitted them in the required format?
- Has the casino explained why your documents have been rejected and what you need to change for them to be accepted?
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
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2 weeks ago
TranslationHello,
Yes, my profile contains the complete and correct address.
The address in the documents is exactly the same as in my profile.
I have uploaded an original bank statement in PDF format, a letter from a government agency (tax office), and a tax assessment notice issued by the tax office in June 2026. I have now also uploaded letters from my insurance company and my health insurance provider; these are currently being reviewed.
The casino keeps saying that these are the wrong documents and I should send ones that are on their list.
These are precisely the documents that are listed by the casino.
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2 weeks ago
TranslationHere is the list from Bruce Bet's support team:
To confirm your residence, you can upload one of the following documents:
- Electricity bill
- Municipal bill for utility services such as gas, electricity, water, sewage, etc.;
- A letter issued by the government regarding tax benefits (tax certificate) or a tax assessment notice from the municipality valid for the current year (e.g., municipal tax);
- Home insurance documents;
- TV bills;
- Loan agreement;
- Certificate of residence (must be stamped and signed or at least stamped);
- Bank statement for the last 90 days showing your name and address; - Landline telephone bill;
- Notifications from the police regarding fines, violations, etc.;
- - Letters or invoices from insurance companies;
- Internet bills;
- Health/social insurance documents;
If you live in a rented apartment - a current lease or rental agreement signed by both parties, no older than 90 days, with full name and address; - any other official letter or document with full name and address.
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2 weeks ago
TranslationDocuments submitted on Friday have still not been processed, and a processing time of 24-48 hours is indicated.
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2 weeks ago
TranslationJust received an email stating that the documents have been rejected again.
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2 weeks ago
TranslationPlease help me, I don't know what to do anymore. It's impossible to verify my identity there. The casino is doing this intentionally to avoid paying out winnings.
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2 weeks ago
Thank you for your responses. To proceed with the investigation, please forward me the most recent email conversations between you and the casino’s customer support regarding the verification of your account at veronika.f@casino.guru.
Kindly include the documents you submitted that were rejected as well. Has the casino ever specified why the documents you provided did not meet their verification requirements?
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2 weeks ago
TranslationThe casino keeps sending the same reply stating that this document is not accepted and that I should send another one from the list, even though all documents that Brucebet has received are on the list.
I have sent you two emails containing the chats and the documents that Brucebet received to verify the address.
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1 week ago
TranslationThe verification was finally completed on Friday, the registration certificate was accepted, and today I received the payment in my account.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Lino0314,
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
