Bruce Bet Casino - El retiro del jugador se retrasa debido al cambio de dirección.

Dear Guru Team, here is my case.

After several deposits totaling €250,

I won €4,500.

A week prior, I had requested to change my address since I had moved.

I did it just as a formality, and no one would have noticed otherwise. Now, during the withdrawal process, I'm told that my documents aren't good enough... then, that they need to update my profile's address.

The support claims that updating the address can take about a month.

I'm being stalled and told to upload more and more documents.

Each time I'm told it will take 48 hours, but nothing happens.

Thank you for your help. I really hope to receive the money.

The casino is well-structured, but...

Changing my address shouldn't be that complicated. I didn't have to verify myself before this.

Best regards

Cristian

Liebes Guru Team, anbei mein Fall.

ich habe nach mehrere Einzahlungen (250€)

4500€ gewonnen.

Ich hatte bereits eine Woche davor gebeten meine Adresse zu ändern da ich umgezogen sei.

Ich hab es nur aus Formalität gemacht denn es wäre ja keinem aufgefallen nun heißt es bei der Auszahlung erst das meine Dokumenten nicht gut wären …. Dann das sie die Adresse im Profil ändern müssen.

der Support behauptet das die Adresse Änderung ca 1 Monat Dauer kann .

Ich werde hingehalten und muss immer mehr Dokumente hochladen.

Es heißt immer 48 std aber passieren tut da nichts .

Ich danke für ihre Hilfe und hoffe sehr das geld zu bekommen.

das Casino an sich ist super aufgebaut…..

Es wird doch auch keine Kunst sein meine Adresse zu ändern. Ich hab mich schließlich davor nicht verifizieren müssen.

Grüse

Cristian

Dear Cleo110390,

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 take KYC lightly and it might take a few working days to complete this thorough process, but it definitely shouldn't take one month.

• Could you please advise which documents you have already provided? Have you sent documents to confirm both your old and new address?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, I have submitted my new ID with the new address, selfie with ID and proof of address (phone bill).

Along with that came the credit card, another selfie and more new pictures.

hallo, ich habe mein neuen Ausweis mit der neuen Adresse, Selfie mit Ausweis und ein Adresse Nachweis ( Telefon Rechnung) eingereicht.

Dazu Kahm die Kreditkarte, nochmal ein Selfie und wieder neue Bilder.

I had to upload my documents again because they were rejected.

It said I didn't upload a credit card, which I have now done for the third time.

According to an email from today, I have to wait at least 28 days until my address is changed.

Ich musste nun nochmal meine Dokumente hochladen weil diese abgelehnt wurde.

Es Hieß ich habe keine Kreditkarte hochgeladen was ich aber nun zum dritten Mal getan habe.

laut einer email von heute muss ich noch mindestens 28 Tagen warten bis meine Adresse geändert wird.

I had to provide new documents again.

I have uploaded proof of addresses from courts and municipalities. Even these are not accepted.

The casino is definitely trying to lie here

Ich musste erneut neue Dokumente zur Verfügung stellen.

ich habe Adressnachweise von Gerichtshöfen und Gemeinden Hochgeladen. Selbst diese werden nicht akzeptiert.

Das Casino versucht hier definitiv zu lügen

Thank you very much for your reply, Cleo110390. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent everything by email.

Unfortunately, I am still being kept waiting

Ich habe alles per email gesendet .

Ich werde leider weiter nur hingehalten

Thank you very much, Cleo110390, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Cleo110390,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I would like to point out that updating some personal information can unfortunately be somewhat time-consuming. The casino team has the right to ask for different documents to verify both your previous and current address; however, they should aim to ensure that this process is as user-friendly as possible. I will contact the casino to shed more light on this matter.

We would like to invite Bruce Bet Casino to join the conversation.

Dear Bruce Bet Casino,

I understand that it is a standard procedure that players are required to provide documents to confirm both their previous and current addresses; however, it seems the player has already provided you with various documents. Can you please clarify why some of the documents were not accepted and what other, if any, documents are still required to finish the address change and initiate the withdrawal process?

Dear Michal,

I would like to pay your attention that the user was successfully verified and the longer processing of withdrawal was due to the procedure of change of address. The user successfully passed it today and his request for withdrawal was processed by us in time and reached the status of ‘success’.

If you have any questions about this case, we are always ready to co-operate. 

The money has arrived.

Thanks to both parties

Das Geld ist angekommen.

Danke beiden Parteien

Dear Bruce Bet Casino,  

I appreciate your prompt response and the timely disbursement of the player winnings.

Dear Cleo110390,

Thank you for your confirmation. I am pleased to hear that our involvement played a role in resolving the situation and that you have received your winnings. I sincerely hope that all future withdrawals will be handled without any issues. As previously noted, the extended processing time for your withdrawal was a result of the address change procedure, so it is always beneficial to exercise a bit more patience in such cases.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru