Bruce Bet Casino - El reintegro del jugador se ha retrasado.

I won 8,000 euros and wanted to withdraw it. They advertise everywhere that they pay out within 48 hours, even in the terms and conditions.

Well, I know that verification is necessary, so I asked several times in the live chat if documents were needed. I was always told that I would receive an email as soon as the documents were needed! It came after 3 days!!!!!! even though the payout was supposed to be within 48 hours!

Anyway, I sent the requested documents such as proof of address (bank statement), ID card, AND a selfie!

After another 3 days, they suddenly said there were issues with the documents. Nowhere does it say what the problem is! I went back to the live chat: after what felt like a thousand emails, the proof of address was supposedly incorrect. Lisa sent me the standard text:

Proof of address: You can upload any document showing your full name and current residence, e.g., bills (utility, operating costs), tax returns, bank statements. This document must not be older than 3 months.

I asked what the issue was since it clearly said BANK STATEMENT, and that was the most recent, not even a month old.

Suddenly, they said they don't want two identical documents. Huh?!

Then they said my selfie was not okay. I was supposed to take a selfie with my ID card. THAT WASN'T MENTIONED ANYWHERE!!!!!!

Now I have sent everything again, but it will take over a week, and I assume they will find more faults before anything happens. The chat replies 99% of the time with prewritten standard emails!

They advertise "within 48 hours," but after 3 days, they ask for documents (which they should have noticed within 48 hours) and then find new excuses why they aren't paying out, hoping you'll lose the money again!

Ich habe 8.000 Euro gewonnen und wollte diese Auszahlen. Überall bewerben sie innerhalb von 48 Stunden auszuzahlen, selbst in den AGB.

Gut, ich weiß, dass man sich verifizieren muss und habe deswegen mehrmals nachgefragt im Livechat ob Dokumente gebraucht werden. Es hieß immer sobald diese gebraucht werden, werde ich eine E-Mail bekommen! Die kam nach 3 Tagen!!!!!! obwohl nach 48 Stunden die Auszahlung sein sollte!

Naja ich habe die angeforderten Dokumente wie Adressnachweis (Kontoauszug), Personalausweis UND Selfie geschickt!

Nach 3 weiteren Tagen hieß es auf einmal es gäbe Probleme mit den Dokumenten. Nirgendwo steht was das Problem ist! Ich wieder in den Livechat: Nach gefühlt tausend Mails stimmte der Adressnachweis nicht. Sie (Lisa) schickte mir den Standarttext:

Adressnachweiss : Dazu können Sie ein beliebiges Dokument hochladen, aus dem Ihr vollständiger Name und Ihr aktueller Wohnsitz hervorgehen. Z.B. Rechnungen (Nebenkosten, Betriebskosten), Steuererklärungen, Kontoauszüge. 

Dieser Dokument darf nicht älter als 3 Monate sein.

Ich fragte wo das Problem ist da ja KONTOAUSZUG draufsteht und das war der aktuellste, also keinen Monat Alt.

Auf einmal hieß es sie wollen keine 2 identischen Dokumente. Hääääää?!

Dann hieß es mein Selfie wäre nicht in Ordnung. Ich soll ein Selfie mit meinem Personalausweis machen. DAS STAND ABER NIRGENDWO!!!!!!

Jetzt habe ich alles erneut zugeschickt aber das wird dann über eine Woche dauern, gehe eh davon aus Sie haben noch etwas zu bemängeln, bis eventuell mal was passiert? Der Chat antwortet zu 99% mit vorgefertigten Standartmails!

Sie bewerben mit "innerhalb von 48 Stunden" aber nach 3 Tagen verlangen Sie erst Dokumente (sollte denen ja nach spätestens 48 Stunden auffallen) um dann immer neue Ausreden zu finden wieso Sie nicht auszahlen in der Hoffnung man verballert das Geld nochmal!

Dear The_Gamble_Lawyer,

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

Dear The_Gamble_Lawyer,

Have you received your withdrawal from the casino yet?

Dear The_Gamble_Lawyer,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.