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Verification has not been possible for weeks despite all documents sent.

This problem has been going on for over 5 weeks now.

The worst thing is, deposits always work, but as soon as it comes to withdrawals, nothing works anymore...

The documents are often not easy to read or have allegedly been edited.

With the Sofort payment method, there is only one email that I sent via screenshot from September 17, 2025, where the debit from my account was first visible on September 18, 2025. And now it says that it is incorrect and that I should send proof of payment, which can only be done via this email and of course I did.

My question now is, how can I solve this problem and finally get the money?

Verifizierung seid Wochen nicht möglich trotz aller gesendeten Unterlagen.

Dieses Problem steht jetzt seit über 5 Wochen.

Das schlimme ist, Einzahlung geht immer ,aber sobald es um die Auszahlung geht ,geht gar nichts mehr...

Ständig sind die Dokumente nicht gut lesbar oder wurden angeblich bearbeitet.

Bei der Zahlungsmethode Sofort gibt es nur eine E-Mail die ich per Screenshot hingeschickt habe vom 17.09.25,wo die Abbuchung aufm Konto am 18.09.25 erst zusehen war.und jetzt heißt es das es falsch ist und ich den Zahlungsnachweis schicken soll davon ,was nur durch diese Mail geht und ich natürlich gemacht habe.

Meine Frage ist jetzt ,wie kann ich dieses Problem lösen und das Geld endlich kriegen?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mars,

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 takes 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 did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

I sent all the documents over.

Be it my ID, my bank documents, even my online banking where my name is listed—everything they asked for.

At Bruce Bet they just don't understand that Sofort (Klarna) lets other service providers debit money from my account.

In my case, it was debited from Tunz.com, and I also documented this with my bank statement. They also don't understand that the entry is always visible only a day later. So it happened that I deposited the money on September 17, 2025, at 8:21 p.m., and the money was debited from Tunz.com the next day, on September 18, 2025.

It's only because of this proof of payment from September 17, 2025, which appeared in my account a third of a day later, and they don't recognize it.

How can I solve this problem?

Ich habe alle Dokumente rüber geschickt.

Sei es der Ausweis ,die Bank Dokumente,selbst das online Banking wo mein Name alles steht.Alles was sie verlangt haben.

Sie verstehen es bei Bruce Bet nur nicht das Sofort (Klarna) es über andere Dienstleister Geld abbuchen lässt von meinem Konto.

Bei mir wurde es von Tunz.com abgebucht und das habe ich auch mit Kontoauszug hinterlegt.Sie verstehen auch nicht das die Buchung immer erst ein Tag später zusehen ist.So kam es das ich am 17.09.25 um 20:21 Uhr das Geld eingezahlt habe und das Geld am nächsten Tag am 18.09.25 von Tunz.com abgebucht wurde.

Es liegt auch nur an diesem Bezahlnachweis vom 17.09.25 was aber 1/3 Tage später auf mein Konto zusehen ist und das erkennen sie nicht an.

Wie kann ich dieses Problem lösen?

The verification attempt took place on 17.09.25.

By the way, I also tried requesting a new proof through Klarna (Sofort), but they only give me an email with the details. And Bruce Bet doesn't accept that either, even though it's the proof with the transaction number and everything!

Der Versuch von der Verifizierung fand am 17.09.25 statt.

Ich habe übrigens auch versucht über Klarna (Sofort) versucht einen neuen Nachweis anzufordern,da gibt es aber nur eine E-Mail wo die Daten davon drin stehen.Und das akzeptieren sie bei Bruce Bet auch nicht obwohl es der Nachweis mit Transaktionsnummer und alles ist!

Dear Mars,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

There are no live chats available... I sent over my documents which Bruce Bet also received.

I just hope this effort will be worthwhile.

Also Live Chats gibt es nicht davon..Habe meine Dokumente rüber geschickt die Bruce Bet auch gekriegt hat.

Ich hoffe nur dieser Aufwand bringt was

Hello Katarina

I sent him another email.

I think the verification fails because of this email, because Bruce Bet doesn't understand me or doesn't want to understand me.

Hallo Katarina

Ich habe ihn nochmal eine E-Mail geschickt.

Ich denke an dieser Mail scheitert die Verifizierung,weil Bruce Bet mich nicht versteht oder mich nicht verstehen will.

Dear Mars

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, Karla (karla.m@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,

Katarina

Thank you so much, Katarina.

I can only hope that it really will end soon.

Vielen lieben Dank Katarina.

Ich kann nur hoffen das es wirklich bald ein Ende hat.

Hello Mars,

My name is Karla and I will be assisting you with your case.

Thank you very much for your patience — I had to review a significant amount of documentation related to your verification and payment process, and I truly appreciate the time and effort you’ve already invested in this matter.

To ensure full transparency, I would like to invite a representative from Bruce Bet Casino to join this conversation.

Dear Bruce Bet Casino,

Could you please provide an official statement regarding the player’s verification process and the delay in processing the €5,000 withdrawal?

Based on the information and documents reviewed, it appears the player has already submitted all requested verification materials, including confirmation of the €50 deposit made on 17 September 2025 via Sofort (Klarna) / Tunz.com.

Kindly clarify whether these documents have been received and explain why the verification has remained unresolved for over five weeks.

Please also share any relevant updates or internal notes that may help us better understand the current status of this transaction.

Thank you in advance for your cooperation.

Best regards,

Karla

Thank you Karla and thank you to the whole team in advance.

I hope Bruce Bet's editor can give an answer, because I'm at my wit's end and that's why I contacted them.

Danke Karla und danke an das ganze Team schon mal.

Ich hoffe der Bearbeiter von Bruce Bet kann ne Antwort geben ,denn ich bin mit mein Latein am Ende und deshalb habe ich mich an sie gewandt.

Dear Karla

At the moment, we are only expecting the proof of payment. The user has submitted incomplete or incorrect documents, including cropped screenshots of statements from August when the deposit was made in September, screenshots from other dates, account data without transactions, a screenshot of an email that does not show the sender or recipient, photos of statements without exact timestamps, edited PDF screenshots, printed statements, and even a handwritten explanation.

We require either the original PDF statement or a full transaction receipt that includes all necessary information: the user’s full name, amount, date and time of the transaction, and its purpose.

That's complete nonsense... Of course it was edited by redacting the other things, which is my right.

A bank statement also consists of several pages, and the first page clearly shows my name and address, as well as the bank's address.

I even printed out the proof of payment from my email inbox because there is no other proof.

The email is my confirmation that I deposited 50 euros at Bruce Bet and that this amount was then debited from my account by Tunz.com on 18.09.25.

I sent over all the details they wanted: my name, my transaction, my bank, and the email as confirmation of the payment.

Das ist ja totaler Schwachsinn.. Natürlich wurde es bearbeitet in dem ich die anderen Sachen geschwärzt habe, was auch mein Recht ist.

Ein Kontoauszug besteht auch aus mehreren Seiten und die 1 Seite zeigt eindeutig mein Name mit Anschrift meinerseits und der Anschrift der Bank.

Ich habe den Zahlungsnachweis sogar aus mein E-Mail Postfach ausgedruckt weil es nichts anderes als diesen Beweis gibt.

Die E-Mail ist ja meine Bestätigung das ich 50 Euro bei Bruce Bet eingezahlt habe und das wiederum am 18.09.25 von Tunz.com von meinem Konto abgebucht wurde.

Ich habe alle Details rübergeschickt die sie wollten ,Mein Name ,meine Transaktion,meine Bank und die E-Mail als Bestätigung für die Zahlung.

Hello Mars,

To ensure full transparency and to properly review your case, could you please send me copies of the documents you have most recently submitted to the casino?

Please, send them to karla.m@casino.guru.

Once received, I will review the documents separately to clarify the situation and move the case forward.

Thank you very much for your cooperation.

Best regards,

Karla

I sent the documents by email.

I hope we can find a solution here to fix the problem.

Ich habe die Dokumente per Mail gesendet.

Ich hoffe wir finden hier noch eine Lösung,wie man das Problem beheben kann.

Dear Bruce Bet Casino,

Thank you for your response.

After reviewing the documents submitted by the player, I must clarify that the proof provided fully meets the standard requirements for verifying a Sofort (Klarna) payment.

The player has submitted:

• A Klarna/Sofort transaction confirmation email showing the amount, date, time, transaction number, sender, and recipient.
• A SEPA transfer confirmation from the Deutsche Bank mobile app, including the beneficiary (Tunz.com), amount, reference number, booking date, and the player’s full name.
• A full bank statement issued by Deutsche Bank, listing the same SEPA transfer to Tunz.com, again with the matching reference number and the player’s full account details.
• Identity and account information clearly showing the player’s full name, address, date of birth, and contact details.

All documents contain the required information:

full name, amount, date and time, beneficiary, reference number, and issuing bank.

Additionally, Sofort/Klarna does not provide any other type of receipt beyond what the player has already submitted.

Please clarify what specific information is still considered "missing or incorrect," as all available official documents have already been provided in full.

Thank you in advance for your cooperation.

Dear Karla,

Could you please clarify whether the player provided all the documents you listed directly to you, or whether your assessment is based only on the explanations they gave? For example, the "full bank statement issued by Deutsche Bank" was never uploaded to us on the website — the player submitted only cropped or edited screenshots.

If the player sent you any additional documents, we kindly ask you to share them with us.

Hello Bruce Bet Casino,

Thank you for your message and for clarifying your concerns.

The player informed me via email that he experienced technical issues when attempting to upload the original PDF through your website. Due to these upload limitations, he provided a cropped version instead.

If your verification process requires specifically the full, unedited PDF file, I am of course able to request it from the player again and ensure he sends the complete document directly. Please let me know whether this format is mandatory for your internal procedures.

In the meantime, I kindly ask you to confirm which exact version of the proof of payment would be considered acceptable, so we can help the player provide it in the correct format without further delays.

Thank you very much for your cooperation.

I am definitely prepared to send the entire PDF. The complete bank statement consists of 17 pages, so I only included the most important parts for verification. I was also told I could take screenshots, and since I'm doing everything on my phone, I did.

The other part is of course redacted, which is my right, since it's only about proof of payment...

Of course, if it's supposed to be different, I'm also prepared for that.

The main thing is that the verification finally works, and I hope it will be over soon.

Ich bin auf jeden Fall bereit die gesamte PDF zu schicken..Der gesamte Kontoauszug besteht natürlich aus 17 Seiten,deshalb habe ich das wichtigste für die Verifizierung genommen.Mir wurde ja auch gesagt , ich darf Screenshots machen und da ich es nur alles übers Handy mache ,habe ich Screenshots gemacht.

Das andere ist natürlich geschwärzt,was ja mein Recht ist,da es nur um den Zahlungsnachweis geht...

Wenn es natürlich anders sein soll ,bin ich dafür auch bereit.

Hauptsache die Verifizierung klappt endlich und ich hoffe es hat bald ein Ende.

Dear Mars,

Thank you for the update. Once you provide the full bank statement, please let us know by sending a message in this thread so we can proceed with the verification.

Hello Karla

Unfortunately, I cannot upload the PDF file.

Could I possibly have her forward the PDF file?

Or is there another way for Bruce Bet to obtain them?

Hallo Karla

Leider kann ich die PDF Datei nicht hochladen.

Könnte ich die PDF Datei evtl über sie weiterleiten lassen?

Oder gibt es eine andere Möglichkeit,damit Bruce Bet sie erhält?

Hello Karla

I made a typo today; the bank statement consists of 27 pages, not 17.

Hallo Karla

Ich hatte mich heute vertippt, der Kontoauszug besteht nicht aus 17 Seiten sondern 27 Seiten.

Dear Bruce Bet Casino Team,

Thank you for your cooperation so far.

The player has informed us that he is unable to upload the full PDF bank statement through your website due to technical limitations on the upload system. As this document appears necessary for completing the verification, I would kindly like to ask for clarification on the following points:

1) Would it be acceptable for the player to submit the full PDF file directly to you via email?

If yes, please confirm the correct email address where he should send it.

2) If email submission is not possible, could you please advise an alternative method the player may use to provide the required PDF (e.g., upload link, support ticket attachment, cloud drive link, etc.)?

Our goal is to ensure the player can supply the full, unedited document in the exact format needed to complete your verification process without further delays.

Thank you very much for your guidance and cooperation.

Hello Karla and Bruce Bet Team

I have now taken a screenshot of each individual page, since it is not possible to upload the entire PDF file (27 pages).

I hope that this is sufficient for verification.

Hallo Karla und Bruce Bet Team

Ich hab jetzt von jeder einzelnen Seite einen Screenshot gemacht,da es ja nicht möglich ist die gesamte PDF Datei (27 Seiten) hochzuladen.

Ich hoffe das es damit zur Verifizierung reicht.

Hello Karla

Since I couldn't upload the bank statements as a PDF file, I tried uploading each page individually, which worked, but today I received information that it failed again.

Now I'm really at my wit's end and don't know what to do anymore.

Can you help me or tell me what else I can do?

Hallo Karla

Da ich die Kontoauszüge nicht als PDF Datei hochladen konnte ,habe ich es versucht jede Seite einzelnd hochzuladen, was auch ging,aber heute kam die Info das es mal wieder fehlgeschlagen ist.

Jetzt bin ich echt am Ende mit mein Latein und weiß nicht mehr weiter.

Können sie mir helfen oder mir sagen was ich noch machen kann?

Even though it makes me uncomfortable, I have now sent my bank statement to Bruce Bet without redacting any information.

To everyone's surprise, this time I was even able to upload the entire PDF file.

In my desperation, I saw no other option and hope that it will finally work out now!

Auch wenn es mir Unbehagen bereitet, habe ich jetzt mein Kontoauszug ohne ihn zu schwärzen an Bruce Bet geschickt.

Zu allem Erstaunen, konnte ich dieses Mal sogar die gesamte PDF Datei hochladen.

Ich hab keine andere Möglichkeit mehr gesehen in meiner Verzweiflung und hoffe das es jetzt endlich klappt!

Dear Mars,

We have informed the responsible department that you have provided a PDF version of your bank statement this time. We are now awaiting an update on the verification process and the review of your documents.

Dear Bruce Bet Casino Team,

Thank you very much for your update.

Since the player has now successfully submitted the full PDF bank statement, I kindly ask you to update us as soon as possible regarding the status of the verification process and the review of the documents.

Please let us know once the verification has been completed, or if any further information is required, so we can continue moving this case toward a proper resolution.

Thank you in advance for your cooperation.

Dear Karla,

The user has successfully passed verification and has created two withdrawal requests today. Withdrawal requests are usually processed within 48 hours on our end. We kindly ask the user to wait for the withdrawal requests to be processed and thank them for their cooperation. 

Hello Mars,

Thank you very much for your update, and I’m truly glad to hear that your account verification has now been successfully completed.

Since your withdrawal requests have already been submitted and are currently being processed by the casino, I kindly ask you to keep me informed as soon as:

• each withdrawal is approved, and
• the full €5,000 has been successfully received on your side.

Your update will help me track the progress and ensure that the entire payout is completed smoothly.

Thank you once again for your cooperation so far — I hope everything will go through without any further delays.

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

Dear Mars,

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,

Karla