Bruce Bet Casino - Se ha retrasado el pago de las ganancias del jugador.

Hello.

On March 24, 2024, I withdrew €200.

This was approved.

The withdrawal was successful, and I received a confirmation email.

Regrettably, the money has not appeared in my account yet.

I have asked in the chat multiple times, but keep receiving the same responses.

I also inquired about the IBAN to which I made the withdrawal.

I had to answer a few questions, but I still haven't received a response.

No response,

No money.

I kindly request prompt assistance.

Hallo.

Ich habe am 24.03.2024 200€ ausgezahlt.

Diese wurden auch genehmigt.

Auszahlung ist erfolgreich und habe eine Bestätigungsmail bekommen.

Leider ist das Geld immer noch nicht auf meinem Konto drauf.

Ich habe mehrmals gefragt im Chat und bekomme immer die selben Antworten.

Ich habe auch nach der IBAN gefragt, auf welcher ich ausgezahlt habe.

Musste ein paar Fragen beantworten, leider immer noch keine Rückantwort bekommen.

Keine Rückantwort

Kein Geld.

Ich bitte um zeitnahe Hilfe.

Dear Tekkfried,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

But it takes less than 14 days for the money to be processed by my bank.

Es dauert aber keine 14 Tage, bis das Geld von meiner Bank bearbeitet ist.

The money is still not in my account.

At first it said it would take 5 working days, suddenly 7 working days.

I was told that if there is no money on it this evening, I should report it in the chart.

Now I'm being kept waiting again.

Das Geld ist immer noch nicht auf meinem Konto.

Es hieß erst dass es 5 Werktage dauert, plötzlich 7 Werktage.

Mir wurde geschrieben dass wenn heute Abend kein Geld drauf ist, ich mich im Chart melden soll.

Jetzt werde ich wieder hingehalten.

Apparently there is no help available here either...

Hier wird anscheinend auch nicht mehr geholfen...

Dear Tekkfried,

Have you received your withdrawal from the casino yet?

no Still not

Nein immer noch nicht

I ask for a quick solution, I wait and wait and nothing happens.

Whether from you or Bruce Bet, this can't be true.

Ich bitte um eine schnelle Lösung, ich warte und warte und nichts passiert.

Egal ob von euch oder Bruce Bet, das kann so nicht sein.

Thank you for your reply, Tekkfried. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

I have already answered these questions in advance.

The payout was cancelled.

I had to send documents AGAIN and they were rejected.

Although I was actually successfully verified.

Haven't had any successful withdrawals there.

And it was with a bonus and I followed all the rules.

Diese Fragen habe ich doch bereits im Vorfeld beantwortet.

Die Auszahlung wurde storniert.

Ich musste WIEDER Dokumente hinschicken, diese wurden abgelehnt.

Obwohl ich eigentlich erfolgreich verifiziert war.

Habe dort keine erfolgreichen Auszahlungen.

Und es war mit Bonus und habe mich an alle Regeln gehalten.

Now I have uploaded documents again and my withdrawal has been cancelled and I have 0€ on my player account because I supposedly don't have enough money.

I have/had 200€ in my account.

Now it is at 0 and the payout has been cancelled.

Jetzt habe ich nochmal Dokumente hochgeladen, und meine Auszahlung wurde storniert und ich habe 0€ auf meinem Spielerkonto, da ich angeblich zu wenig Geld habe.

Ich habe / hatte 200€ auf meinem Konto.

Jetzt ist es bei 0 und die Auszahlung wurde storniert.

Have you tried contacting the casino regarding this issue? 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.

Of course I contacted the casino, but of course I didn't save all the chats.

Klar habe ich das Casino kontaktiert, aber ich habe natürlich nicht die ganzen Chats gespeichert.

Please close the case.

I can do without your help.

It's logical that I contacted the casino or passed KYC.

Really pointless stupid answers that DO NOT solve the case.

Thank you very much for your help - Not.

Bitte den Fall schließen.

Ich kann auf eure Hilfe verzichten.

Ist wohl logisch dass ich das Casino kontaktiert habe oder KYC bestanden habe.

Richtig sinnlose dumme antworten die den Fall NICHT lösen.

Vielen lieben Dank für die Hilfe - Nicht.

I understand. I will now close this complaint as per your request. 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.