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Verification has failed multiple times, even though all necessary documents and images were uploaded. No explanation from Bruce Bet. I want to withdraw my winnings, but it’s not possible without verification.

Verifizierung mehrfach gescheitert, obwohl alle nötigen Unterlagen und Bilder hochgeladen wurden. Keine Begründung seitens Bruce Bet. Ich möchte meinen Gewinn auszahlen lassen, ist jedoch ohne Verifizierung nicht möglich.

Dear maikr7580,

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.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Did the casino specify which documents were approved and which weren't?
• Could you please share with me your communication with the casino about what is required from you going forward? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have sent these pictures, as well as a bank statement in PDF format. I will now submit this again for verification.

Diese Bilder habe ich übermittelt, zudem ein Kontoauszug im pdf-Format. Ich werde dieses jetzt nochmals zur Verifizierung einreichen.

Thanks for your reply.

Could you please also share with me your communication with casino support regarding the verification of your casino account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. It will help us better understand the situation. I apologize for the inconvenience.

Dear maikr7580,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.