Verification Bruce Bet (page 7)

Yes, that's it! Mediator takes care of your complaint; his name is Tomas and you can add those photos by posting in the complaint thread, which is here 👈 I inserted the link for you; just click on it or tap, please.

Thank you, I forwarded the photos to his linked email.

Once more, after 5 times.. They did it again! Unbelievable!

Let's see whether the complaint mediator would agree with the casino's rejection of your photos...

I am a BruceBet customer with the username Lauraniculina.

I requested a withdrawal of €1,000 on May 18, 2026. On May 20, 2026, they asked me for documents for KYC verification. I sent them immediately that same day.

Today is May 24, 2026. It's been 4 days since the documents were sent, and the verification is still "In progress."

Chat support, Agent Samuel, doesn't tell me which documents are missing or what's blocking the verification. They simply say "wait for verification," without giving any timeframe or reason.

I have all the screenshots of the chat and the document sending.

I'm requesting Casino Guru's assistance to verify the legitimacy of the KYC request and to receive a clear update on the status of my verification and withdrawal. Casino Guru has reported similar delays with BruceBet regarding verification and withdrawal delays.

Unfortunately, we are unable to do much here, you know.

We communicate with casinos only through complaints and are able to intervene after 14 days from the withdrawal request.

Have you tried to contact the casino by email as well?

I urge everyone in the world to stay far away from this casino!!! They lure you in with bonus offers and then deliberately don't pay out, or you have to wait weeks or even months!!! The live chat is by far the worst I have ever seen... For years they've been sending the same message about high demand – it's beyond ridiculous! And the help from Casino Guru is woefully inadequate; I only get one reply a week.

They haven't taken any action even after 14 days!!! I've been waiting for my payment for a month and they only respond to my complaint once a week.

Hello, I saw the complaint and I'm sorry it has been so long since the casino responded. I understand that you consider my colleagues' responses inadequate, but I believe it could be because you did not read the complaint instructions. Each party, including you, indeed has 7 days to respond. That's how the current complaint system works, because mediators as well as casinos need time for resolving cases through investigation and cooperation.

I imagine it's not easy. But please hold on.

But I think there has been no communication with the casino yet, that's the problem.

Yes, I understand this is your opinion. However, the complaint works with specific steps. First of all, the casinos have 14 days to resolve the problem. Then we can step in, however, only when all information is provided from the player; then the mediator assesses the case and reaches out to the casino. I see you complained about the same casino just before this occurrence, so you are aware there is a delay.

It's not easy, but the complaint also needs time to reach the phase where the casino is invited in.

Yes, but what's the problem? Almost a month has passed again! I've been successfully verified multiple times, as is known from my previous case!

I understand what you mean. However, those are two different cases in the system, one closed and one closed as resolved. That's why I mentioned the delay already known. I wish I could speed things up, but it's not in my power, I'm afraid.

Everything's fine, I've given up on the money!!! Almost four weeks is simply unfair!!! I can deposit thousands on the same day, but as soon as it comes to withdrawals, these casinos cheat.

I'm sorry you gave up on the money, but I understand you had enough. Sadly, without money involved, the complaint will be canceled, and the casino will get away with it without further questions. It's a shame because they left you waiting endlessly.

Does this mean Casino Guru can't help me?

Well, if you lost the money in question, then unfortunately we cannot proceed further.

I haven't lost it, it's still outstanding! I have little hope of getting it, but the money isn't gone.

Ok, so please do not play with any money and give the second complaint time to progress. It would be a shame to leave the delay without an investigation. 🙏

No, I will definitely not gamble with this money; I would like to receive it.