The player from Greece had been waiting for 18 days for a withdrawal request made via Skrill, despite having a verified account and having successfully withdrawn in the past. Customer support was unresponsive and provided vague answers about the pending transaction. He later reported pending winnings of €190 and an additional €700, bringing the total amount owed to €890, while confirming that the bonus wagering requirements had been completed and KYC had already been approved. We took the case to the next stage and requested the casino’s input, but the complaint was then marked as resolved by the player, so it was closed as resolved.
Bruce Bet Casino - Player’s withdrawal request is delayed.
Resolved
Our verdict
Case closed
Amount: €890
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
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1 month ago
Translation
Hello. I am facing a serious problem with a delayed withdrawal at Bruce Bet Casino. I submitted a withdrawal request via Skrill on July 7th and to date the transaction is pending, completing 18 days of waiting.
My account is fully verified. I have used this method (Skrill) for withdrawals in the past without any problems, which proves that there is no pending issue with my details.
The casino customer support is ignoring my emails and in live chat they are constantly giving me vague answers to buy time. I request your intervention for the immediate approval and crediting of my funds.
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4 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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4 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please attach a screenshot of your pending withdrawal?
- Have you accumulated your winnings with or without an active bonus?
- Could you let us know how long did your last successful withdrawal took to be processed?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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4 weeks ago
TranslationI am attaching the screenshot of the pending withdrawal of €190 dated July 7th.
My winnings have been accumulated with an active bonus, but I have completed all wagering requirements as normal.
In my previous ascension there was a delay of one month because
The identification was pending. The identification (KYC) was successfully completed then and I was paid. Therefore, for the current withdrawal my account is already fully identified and approved, so there is no reason for another delay.Automatic translation:
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4 weeks ago
Translation
Hi Attila, thank you for your help.
I am attaching the screenshot of the pending withdrawal of €190 dated July 7th.
My winnings have been accumulated with an active bonus, but I have completed all wagering requirements as normal.
My previous withdrawal was delayed by a month due to pending identification. The identification (KYC) was successfully completed then and I was paid. Therefore, for the current withdrawal my account is already fully identified and approved, so there is no reason for another delay.
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3 weeks ago
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"I would like to inform the intermediary that in addition to the pending withdrawal of €190, I have made additional winnings of €700 in my account. I submitted a new withdrawal request for the €700 via Skrill, which is now also showing as 'Pending'. In total, the casino now owes me €890. I am attaching the new screenshot from my history."
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3 weeks ago
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Ayberk (ayberk.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
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3 weeks ago
Hello player1979,
My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Bruce Bet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Ayberk
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player1979,
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,
Ayberk
