The player from Greece has been waiting for 18 days for a withdrawal request made via Skrill, despite having a verified account and successfully withdrawing in the past. Customer support is unresponsive and provides vague answers about the pending transaction.
Bruce Bet Casino - Player’s withdrawal request is delayed.
Opened
Current status
Waiting for Casino Guru to reply
4d 2h 44m 20s
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
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1 week 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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5 days 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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5 days 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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5 days 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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5 days 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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4 days 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 days 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
