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Good morning,

On 23.09.25 I have 30€ at Bruce Bet Casino

Deposited, played with bonus, wagered correctly, and the €480 is also payable... theoretically.

In practice, it's impossible for me to verify myself. My email address was supposedly the problem; I was supposed to switch to a Gmail address, so I used the one from my Google account.

Now I'm at least able to send chat logs to myself, but since September 24th, all I've been getting is the message that someone is taking care of the problem and it's just taking time.

Without email verification, I can't continue with the withdrawal process, which is pretty frustrating.

Maybe you can help me move this forward?

VG

Moin,

am 23.09.25 habe ich 30€ bei Bruce Bet Casino

eingezahlt,mit Bonus gespielt,korrekt umgesetzt und die 480€ sind auch auszahlbar... theoretisch.

Praktisch ist es mir nicht möglich mich zu verifizieren.Meine Email Adresse war angeblich das Problem,ich sollte auf eine Gmail Adresse wechseln,habe dafür die von meinem Google Konto genommen.

Nun ist es mir immerhin möglich Protokolle der Chatverläufe an mich selber zu schicken,aber ich bekomme seit dem 24.09. nur die Aussage das sich jemand um das Problem kümmert und es halt dauert.

Ohne die Verifizierung der Email kann ich den Prozess zur Auszahlung aber nicht weiter durchlaufen,es ist ziemlich frustrierend.

Vielleicht könnt ihr mir helfen das Ganze voranzutreiben?

VG

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Bruce Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please specify if you registered with another email address and then wanted to change it to Gmail?  
• Have you uploaded any documents for verification?  
• Are you receiving any specific error messages when trying to verify your email address?

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,

Natalia

Hello Natalia,

Exactly, at the request of the chat employee, I gave my Gmail address in the chat because the one I registered with could not be verified.

I haven't uploaded any documents yet because I haven't gotten to the point where that's possible.

In the chat I was told that I can only upload documents once my email address has been verified.

There's no error message; I just don't receive an email with a verification link (not even in my spam folder). So the employee said it was something wrong with the address and I should use a Gmail address.

Thanks and best regards

Hallo Natalia,

genau,auf Aufforderung des Chat Mitarbeiters habe ich im Chat die Gmail Adresse angegeben,weil die mit der ich mich registrierte sich nicht verifizieren ließ.

Dokumente habe ich noch nicht hochgeladen,da ich gar nicht an diesen Punkt komme,wo das möglich ist.

Im Chat wurde gesagt das ich Dokumente erst hochladen kann,wenn meine E-Mail verifiziert ist.

Es gibt keine Fehlermeldung,es kommt einfach keine Mail mit einem Verifizierungslink bei mir an (auch nicht im Spam Ordner).Daher meinte der Mitarbeiter es würde an der Adresse liegen und ich sollte eine Gmail Adresse verwenden.

Danke und VG

I have screenshots of the chat, but they contain all my personal data, so I can't upload it publicly.

Ich habe Screenshots von dem Chat ,sind aber alle meine persönlichen Daten drin,kann ihn also nicht öffentlich hochladen.

Dear player, thank you for the clarification. So you provided a Gmail email to the support, but you cannot verify it either because the verification link doesn't come?

Please forward all the relevant communication between you and the casino to natalia.b@casino.guru. Alternatively, you can post the screenshots here and I can set your post as private so no 3rd party will be able to see it. Thank you in advance.

Hi Natalia,

I sent an email with the sensitive data.

But exactly, not only can the Gmail address not be verified via a link, it also cannot be changed or updated in my profile.

Of course, I have already contacted support twice from my T-online email to prove that the address is correct.

VG

Hi Natalia,

ich habe eine Mail mit den sensiblen Daten geschickt.

Aber genau,auch die Gmail Adresse lässt sich nicht nur nicht per Link verifizieren,sie lässt sich auch in meinem Profil nicht ändern oder aktualisieren.

Selbstverständlich habe ich den Support schon 2 mal von meiner T-online Mail aus angeschrieben um zu belegen daß die Adresse korrekt ist.

VG

Here is the last message I received from Bruce Bet Casino.

Thanks and best regards

Hier ist die letzte Nachricht die ich vom Bruce Bet Casino erhalten habe.

Danke und VG

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Barbora (barbora.p@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.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Bruce Bet Casino representative to join this conversation.

Dear Bruce Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Bruce Bet Casino got in touch and I was finally able to verify my email address.

Now I'm waiting to go through the personal data verification process.

I hope this works better.

Thank you for your help. I would like to leave this post up until the payment is completed.

VG

Hallo,

Bruce Bet Casino hat sich gemeldet und ich konnte meine E-Mail Adresse jetzt endlich verifizieren.

Nun warte ich darauf den Verifizierungsprozess der persönlichen Daten zu durchlaufen.

Ich hoffe dies klappt besser.

Vielen Dank für die Hilfe,ich würde den Beitrag gerne noch stehen lassen bis die Auszahlung abgeschlossen ist.

VG

Hello,

Now it all happened very quickly, the casino approved the payout and the money is already in my account.

Thank you for your help and best regards

Hallo,

jetzt ging es ganz schnell,das Casino hat die Auszahlung genehmigt und das Geld ist schon auf meinem Konto.

Vielen Dank für eure Hilfe und VG

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ram1983,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora