Bruce Bet Casino - Los documentos del jugador son rechazados repetidamente.

Good day, I've incidentally found the same complaint on here after a long-time search on the internet that I'm experiencing. I too have been having issues with my verification process at Bruce bet for almost 3 weeks now. My documents get rejected every time, and for whatever reason, one neither gets informed of what is wrong via email or live chat. Therefore, unfortunately, I can't cash out my winnings because it keeps getting denied. I've attached a few pieces of information, but these weren't all the attempts. I hope to find assistance here. Thank you in advance.

Guten Tag , habe zufällig hier die gleiche beschwere gefunden nach längerem schauen im netz wie bei mir . Auch ich habe seit fast 3 Wochen Probleme mit meiner Verifizierung bei Bruce bet . Meine Dokumente werden jedes Mal abgelehnt warum auch immer man bekommt keinerlei Info was falsch ist weder per email noch per live Chat . Somit kann ich meinen Gewinn leider nicht nicht auszahlen lassen weil immer abgelehnt wird . Habe ihnen mal paar Infos angehängt aber das waren nicht alle versuche . Hoffe das mir hier weiter geholfen wird . Vielen Dank im Vorraus

Dear lemi87,

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 you sent the last one? 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

Hello, thank you very much for the quick response to my complaint. Yes, I have uploaded all the documents several times and in my opinion I did it correctly because they were also accepted for verification elsewhere. As soon as my documents were rejected after 2-3 days, I uploaded them again immediately and even took new photos or added more. I can't get any further with the live chat either because they can't tell me what is supposedly wrong. Thank you. P.S. they are currently being checked again

Hallo , vielen Dank erstmal für die schnelle Antwort auf meiner Beschwerde . Ja habe mehrmals alle Dokumente hochgeladen und meiner Meinung nach auch richtig weil woanders diese auch bei der Verifizierung aktzeptiert worden sind . Sobald meine Dokumente abgelehnt wurden nach 2-3 Tagen habe ich diese sofort wieder hochgeladen sogar desöftern neue Fotos gemacht bzw. weitere hinzugefügt . Auch beim Live Chat komme ich nicht weiter da der mir nicht sagen kann was angeblich falsch sei . Danke. Ps aktuell werden sie wieder überprüft

The following documents were uploaded: Identity card front + back / selfie with ID / bank card (Sparkasse), the transfers or deposits at the casino, bank statement for address name etc. from one month ... also current invoices regarding address

hochgeladen wurden folgende Dokumente : Personalausweis vorder + Rückseite / Selfie mit Ausweis / Bankkarte (Sparkasse) , die Überweisungen bzw. Einzahlungen beim Casino , Kontoauszug wegen Adresse Name usw von einem Monat ... ebenfalls aktuelle Rechnungen bzgl Adresse

Update was just rejected again without any information. I always get the standard emails saying documents were not accepted

Update wurde soeben wieder abgelehnt ohne jegliche Info . Es kommen immer die Standard emails Dokumente wurden nicht akzeptiert

Thank you very much for your reply, lemi87. 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.

The emails that I had already written were deleted, as were the live chats that took place before that. I didn't know that I would still need them. Many thanks

die E-Mails die ich davor schon geschrieben habe wurden gelöscht auch die live Chats die davor stattfanden wusste nicht das ich diese noch benötigen werde. Viele dank

Thank you very much, lemi87, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 lemi87,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Bruce Bet Casino,

Could you possibly provide additional information regarding the verification process and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Thank you very much. I hope the problem will be resolved soon.

Vielen Dank . Hoffe dass das Problem bald mal geklärt ist .

Dear Michal,

We are writing to inform you that the user has not submitted any documents since 25.04. Unfortunately, his previous proof of identity was declined due to a damaged document. We've requested a selfie with the damaged document and an alternative ID, but are still awaiting his response.

Hello, yes I haven't uploaded any documents since then because they were rejected over and over again without any information about what wasn't accepted or which document was faulty. Unfortunately I didn't get any further in the live chat either.

Hallo , ja ich habe seitdem keine Dokumente mehr hochgeladen weil sie immer und immer wieder abgelehnt wurden ohne jegliche Info was nicht aktzeptiert wurde oder welches Dokument fehlerhaft war . Auch bin ich leider beim Live Chat auch nicht weiter gekommen .

So my ID was rejected because it was damaged????

also wurde mein Ausweis abgelehnt weil er beschädigt ist ????

Dear lemi87,

Please proceed according to the instructions given by the casino in this thread, that is sending a selfie with the supposedly damaged document and also an alternative ID. Please let us know here in the thread when you do so.

Hello Michal, I have already done this. As soon as I have an answer I will get back to you. Thank you in advance

Hallo Michal , dies habe ich bereits gemacht . Sobald ich eine Antwort habe melde ich mich hier wieder . Vielen Dank im Vorraus

Thank you, lemi87, for the update.

Dear Bruce Bet Casino,

Can you confirm you have received the requested documents from the player?

Update: Your documents have been verified

Congratulations, you have successfully completed the verification! Your withdrawal request is currently being reviewed by the finance department. Your money will be credited to your card or e-wallet promptly. P.S. I will contact you as soon as I have received the money

Update: Ihre Unterlagen wurden verifiziert

Herzlichen Glückwunsch, Sie haben die Verifizierung erfolgreich abgeschlossen! Ihre Auszahlungsanfrage wird aktuell von der Finanzabteilung überprüft. Ihr Geld wird zeitnahe auf Ihre Karte oder Ihre E-Wallet gutgeschrieben. Ps melde mich sobald ich das Geld bekommen habe

Thank you, lemi87 for the update.

We will be waiting to hear from you.

Good day, I would like to thank you again for your commitment. Without you I would probably never have got it or would not be any further ahead than before. The case can now be closed and the money is now in the account. Thank you, thank you 🤩

Guten Tag , möchte mich nochmal recht herzlich bedanken für euer Engagement ohne euch hätte ich es vermutlich nie bekommen oder würde heute noch keinen Schritt weiter sein als wie zuvor . Fall kann somit geschlossen werden Geld ist mittlerweile auf dem Konto . Danke danke 🤩

Dear lemi87,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal V from Casino.Guru