Bruce Bet Casino - Player’s withdrawal is delayed due to KYC issues.

KYC

I have uploaded all original documents from the bank, my ID card and driver's license (front and back)... I will send a screenshot of the deposit, etc.

Even after the platform's escapades, I scanned a bank statement, including a photo of the selected card and the back of my bank card, and sent it to the Bruce Bet platform as a single image... all more than enough to approve a person's KYC (Know Your Customer) verification.

I think this casino doesn't care at all about paying out honestly earned winnings...

Furthermore, I have the feeling that support logs you out or blatantly lies to you…

I don't understand the morality of these operators…

They advertise fairness but don't implement it.

..

Please help me. Can you help me with this?

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.

Dear Jekki481,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

• Is the bank statement the only document that has not been approved, while the rest of your KYC documents have been successfully verified?
• Has the casino explained why this document was rejected or what exactly needs to be corrected?

Thank you in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Jekki481,

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,
Karla
Casino.Guru