Bruce Bet Casino - Pelaajan kotiutus on viivästynyt.

I'm filing a complaint against Bruce Bet Casino for deliberately delaying a withdrawal of PLN 2,800. It's been 14 days since my withdrawal request. During this entire time, support has ignored my messages in chat and Messenger.

Today, after two weeks of waiting, I suddenly received a notification that my documents had failed verification. This is clearly a delaying tactic, as no objections were raised previously. I believe the casino is hoping I'll forgo the withdrawal.

I have screenshots confirming the lack of response from support, as well as a screenshot of today's verification rejection, which I'm attaching to my report. Please help me recover my funds.

Składam skargę na kasyno Bruce Bet z powodu celowego opóźniania wypłaty kwoty 2800 PLN. Od mojego zlecenia wypłaty minęło już 14 dni. Przez cały ten czas support ignorował moje wiadomości na czacie oraz Messengerze.

Dzisiaj, po dwóch tygodniach oczekiwania, otrzymałam nagle informację, że moje dokumenty nie przeszły weryfikacji. Jest to ewidentna gra na zwłokę, ponieważ wcześniej nie zgłaszano żadnych zastrzeżeń. Moim zdaniem kasyno liczy na to, że zrezygnuję z wypłaty.

Posiadam zrzuty ekranu potwierdzające brak odpowiedzi ze strony supportu oraz screen z dzisiejszą odmową weryfikacji, które załączam do zgłoszenia. Proszę o pomoc w wyegzekwowaniu wypłaty moich środków.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which documents you have submitted to the casino for verification?
• Have you ensured that all documents were sent in the correct format and resolution?
• Are your photographs clear and sharp, with all text clearly readable?
• Which documents have you been asked to resubmit?
• What types of games did you play to accumulate your winnings (e.g., slots, live casino games, or sports betting)?

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

Best regards

Veronika

Hello, I've attached good ID photos from both sides of the selfie, as well as my address. My bank account is clear and in good resolution. I played slots and they ignored me the whole time. I didn't go through verification for two weeks. Please help me win.

Witam dołączyłam dobre dane zdjęcia dowodu z jednej i z drugiej strony selfi oraz dane adresu zamieszkania. Konto bankowe wszystko w dobrej rozdzielczości wyraźne grałam w slot cały czas mnie olewali nie przechodziłam werefikcje dwa tygodnie proszę się o wygraną

Please forward me the documents you submitted to the casino that did not pass the verification process to veronika.f@casino.guru. We will review them and may be able to suggest what needs to be corrected for them to be approved.

Additionally, if you have received any updates from the casino’s customer support in the meantime, kindly include those as well.

I appreciate your patience and cooperation.

Witam wysyłalam już na maila papiery zweryfikowali mnie ale mam inny problem To the Management of Bruce Bet Casino,I am writing to formally demand a full refund of 1000 PLN deposited on [Data] via BLIK. These transactions were unauthorized and performed by my minor child, who gained access to my logged-in device.I wish to state clearly:Legal Breach: Under your Curacao Gaming License and International Responsible Gambling standards, you are strictly prohibited from accepting funds from minors. Allowing these transactions to proceed constitutes a failure in your duty of care and age verification protocols.Regulatory Action: If the total amount of 1000 PLN is not refunded within 48 hours, I will file a formal complaint with the Curacao eGaming Commission (CEG) and the Financial Intelligence Unit (FIU) regarding your failure to prevent underage gambling.Public Exposure: I have already prepared a detailed complaint for AskGamblers.com and Casino.guru. I will not hesitate to publish the full story of how your system failed to protect a minor, which will significantly impact your trust rating and "CasinoRank".Legal Escalation: I am also prepared to report these unauthorized transactions to the Polish Financial Supervision Authority (KNF) and the police as a breach of safety in electronic payment processing.I am giving you one chance to resolve this amicably by refunding the 1000 PLN and permanently closing the account. If the funds are not returned, I will proceed with all the above-mentioned actions simultaneously.I expect a confirmation of the refund process by the end of the next business day.

I'm glad to hear that your account has been verified. Unfortunately, we are unable to help you with your refund request. We would like to clarify that account security and protection of access to gambling accounts, payment methods, and logged-in devices remain primarily the responsibility of the account holder.

Based on your own statement, the transactions were carried out from your personal device while you were logged into your casino account. Under such circumstances, the casino had no reasonable way to distinguish whether the activity was performed directly by you or by another individual using your authenticated session and payment method.

While casinos are required to prevent knowingly allowing underage gambling, they are not generally held responsible for situations where a verified adult account holder leaves their account, device, or payment method accessible to a minor. Age verification procedures are intended to verify the registered account owner, not every individual who may potentially gain access to an already authenticated device.

Please let me know if there is anything else we can assist you with; otherwise, this complaint will be rejected. Thank you for your understanding.

Dear Lolka1992rok,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru