Bruce Bet Casino - Withdrawal of player's winnings has been delayed.

Dear Casino Guru Team,

I am submitting a formal complaint against BruceBet regarding an overdue withdrawal request of 700.00 PLN via MiFinity (Transaction ID: 5321752), submitted on September 3, 2026.

My account is fully verified, and no active bonuses or wagering requirements apply to this balance. Standard processing time according to BruceBet's T&C (Section 9) is up to 48 hours, yet my payout has been stuck in "Pending" status for over 8 full days.

On September 10, Live Chat support (agent Adelina) gave me a generic response claiming a "large volume of requests" and hinted at potential "additional verification", yet no formal request for documents has been issued to this day. Later that day (~14:24), I sent a formal escalation email to their support giving a 24-hour deadline. As of September 11, 2026, I have received zero response from their financial department, and the withdrawal status remains unchanged.

I am a long-term active player (ranked TOP 150 in their loyalty program with 58/121 achievement badges unlocked). Given the total lack of communication and unjustified delay, I request Casino Guru's assistance in resolving this issue and securing my 700 PLN payout.

Attached evidence:

1. Current pending withdrawal screenshot (Transaction ID #5321752) with timestamp.

2. Proof of loyalty status (TOP 150 profile).

3. Copy of the formal escalation email sent on Sept 10.

4. Live Chat transcript with Support's generic delay response.

Kind regards,

[redacted]

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Stay safe.

Dear PatronPLDE,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear PatronPLDE,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Jean,

Thank you for following up on my case.

Unfortunately, there have been no positive developments. As of today, September 17, 2026, it has been 14 full days since my withdrawal request of 700 PLN (Transaction ID: 5321752 on September 3).

The funds are still stuck in "Pending" status in my BruceBet balance. I have received no payout to my MiFinity account, nor any communication or document requests from the casino's financial team.

Since the required 14-day period has passed with zero progress, I kindly ask you to intervene and directly invite the BruceBet casino representative to this thread.

Kind regards,

[redacted]

Thank you for the update. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Please share a screenshot of your withdrawal history directly to this thread.
• Are there new updates regarding the delay of your withdrawals from customer support? If so, please share screenshots of your communication.

Thank you very much in advance for your reply.

Dear Jean,

Here are the direct answers to your questions:

1. Yes, I am a high-volume, fully verified player and have made dozens of successful withdrawals from BruceBet in the past (totaling tens of thousands of PLN via both Bank Transfer and MiFinity).

2. My last successful withdrawal (4,999 PLN) was processed on February 2026. Historically, BruceBet has always dragged out the payout process for 2 to 3 weeks, often requiring repeated verifications, though the funds were eventually released.

3. I have attached 3 complete screenshots of my withdrawal history directly to this reply, showing both my extensive history of successful large payouts (including 12,500 PLN, 7,500 PLN, etc.) and the current pending 700 PLN request (Transaction ID: 5321752 from Sept 3, 2026).

4. No new updates have been received from customer support. They have not initiated any contact nor requested any additional documents.

Given that this is a small 700 PLN payout for an established player, this delay is completely unjustified. I kindly ask you to intervene and contact the casino representative.

Kind regards,

Seweryn

Dear PatronPLDE,

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, Lucka, (lucia.s@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,

Jean

Hello PatronPLDE,

My name is Lucia 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,

Lucia

Hello Lucia,

​Great news! I just received the funds on my MiFinity account. I have attached the confirmation screenshot from BruceBet as proof.

​The case is fully resolved and can be closed now. Thank you so much to you, Jean, and the entire Casino Guru team for your effective help!

​Best regards,

PatronPLDE

Dear Lucia,

We would like to inform that the withdrawal has been processed on 2 October 2026 and is currently in the Success status on our side.

Kind regards,

Bruce Bet Team

Dear PatronPLDE,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino Guru