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Hello, I have won 15000 € here and they don't want to pay me for 1 month. The money has been held on the side and they want very private things... I have sent all the necessary documents and have verified myself 10 times, yet everything has been rejected

Hallo ich habe 15000 € hier gewonnen die wollen mich nicht auszahlen seit 1 Monat steht das Geld auf die Seite die wollen ganz private Sachen haben...Ich habe alles notwendige Dokumente geschickt habe mich bereits 10 mall Verifiziert und trotzdem wurde alles abgelehnt

Dear Mmm12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello, yes, as I said, I sent all the necessary documents...Selfi with passport, ID card...Report confirmation, bank statement...

Hallo ja wie gesagt habe alles notwendige Dokumente geschickt...Selfi mit Reisepass,Ausweis...Melde Bestätigung,Kontoauszug...

My last verification was yesterday and I'm now waiting for a response again

Meine letzte Verifizierung war gestern ich warte jetzt wieder auf Antwort

Hello, why doesn't anyone answer?

Hallo warum antwortet keiner

Thank you very much for your reply, Mmm12. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, Mmm12, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Mmm12,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

In the meantime, could you please send me (at natalia.b@casino.guru) the bank statement you sent to the casino to verify your deposit? In the screenshots, the customer support said that you didn't provide them with the requested document.

Dear Bruce Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if verifying the player's payment method is the only obstacle before processing the withdrawal request?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Natalia,

Please be informed that the user has an active address change request in accordance with GDPR. We are currently verifying the request and will continue with the verification process promptly upon its completion. We understand the importance of adhering to GDPR regulations and take our responsibilities in this regard very seriously. 

Thank you for the reply, Bruce Bet Casino. Could you please specify how much time is required to finish all the necessary checks?

Dear Natalia,

Please be informed that as of March 7th, the user's address has been successfully updated in compliance with GDPR regulations. His account is now fully verified.

Thank you for the updates, Bruce Bet Casino.

Dear Mmm12, could you please share any updates? Based on the reply from the casino, your account is now fully verified. Are you able to request a withdrawal now?

Dear Mmm12,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.