Bruce Bet Casino - El retiro del jugador se retrasa debido al rechazo de documentos.

Hello, I won €7,200 at Bruce Bet Casino. When I tried to withdraw, they asked for my documents. I sent all the requested documents, but after a few days, they were rejected. I sent the documents again for the second time, and they were rejected once more. I sent them a third time, and the same thing happened. Now I've sent them a fourth time, and they will probably be rejected again. I feel like they're mocking me. I have made small withdrawals from this casino before, and everything went smoothly. The support team in chat and email keeps telling me to be patient, but after two weeks, my patience has run out.

Salve ho vinto 7.200€ al casinò Bruce Bet, al momento del prelievo mi chiedono i documenti, invio tutti i documenti richiesti e vengono rifiutati dopo giorni, invio nuovamente i documenti per la seconda volta e vengono nuovamente rifiutati, invio una terza volta idem. Adesso li ho inviati una quarta volta e sicuramente verrano rifiutati nuovamente. Mi sento presa in giro. Ho già effettuato piccoli prelievi da questo casino ed era andato tutto correttamente. L’assistenza in chat e in e-mail mi dice di avere pazienza, senza capire che dopo 2 settimane la pazienza è terminata.

Dear andreconte05,

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

• Did you accumulate your winnings with or without an active bonus?
• Have you been informed about the reason why the documents were rejected?
• Which documents have been approved and which have not?
• Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@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 very much in advance for your reply.

Best regards,

Dominika

Hi, I sent you an email and the only response I get is always the following

Salve le ho inviato l’e-mail l unica risposta che mi danno è sempre la seguente

Still no results on document verification, what a shame

Ancora nessun risultato sulla verifica dei documenti, che vergogna

Dear andreconte05, do you have any updates on the recent document verification?

Yes again rejected I'm fed up

Sì nuovamente rifiutati sono stufa

Dear andreconte05, have you managed to verify your casino account?

Dear andreconte05,

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.

There was no way to get the documents accepted, I closed the account out of nerves and I don't want to hear anything more and they will have a bad review from me forever! I will report them endlessly!!!

Non c’è stato modo di farmi accettare i documenti, ho chiuso l’account dal nervoso e non ne voglio più sapere niente e da me avranno una cattiva recensione per sempre ! Li segnalerò all’infinito !!!

Since this complaint was related to verification issues, we are unable to proceed with further investigation now that you have closed your account. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.