Bruce Bet Casino - El retiro del jugador se retrasa debido a una verificación excesiva.

I've had to get certified four times so far for this amount... even though I've made withdrawals many times before without needing it... now, after the fourth certification, I've been waiting for a response for four days! They wanted the bank statement showing the deposit. I sent proof from my online banking and even a letter from my bank stating that I won't receive the statement until the beginning of January! It says exactly the same thing as the proof. Before that, they supposedly sent an incorrect letter about taxes. I wrote that perhaps they should come and see for themselves. This isn't normal!! It's always something different, but it would only be in my favor... they say.

Ich musste mich bis jetzt 4 mal zertifizieren, für diese Summe … dabei habe ich bisher schon oft ausgezahlt und da war es nicht Nötig … jetzt warte ich nach der 4 Zertifizierung seit 4 Tagen auf Antwort ! Sie wollten den Kontoauszug von der Einzahlung ich habe den Nachweis von meinem onlinebanking gesendet und sogar ein schreiben meiner Bank das ich erst Anfang Januar den Kontoauszug bekomme! Da steht genau das drauf wie auf dem Nachweis . Davor angeblich ein falsches Schreiben . Was von den Steuern war . Ich hab geschrieben vielleicht sollten sie selbst vorbei kommen und sich überzeugen. Das ist nicht normal!! Immer was anderes aber wäre nur zu meinen Gunsten …. Sagen sie

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which document the casino is currently requesting for the additional verification? Are they asking for a bank statement covering all transactions made in December (which would only be available in January), or do they require a deposit receipt showing the single deposit you made into this casino?

If they are requesting a deposit receipt, please note that it should be downloaded directly from your internet banking and must contain your personal information as well as the transaction details so the payment can be properly verified.

• Have you been asked to submit any other documents for the verification of your account?
• When was the last time you communicated with the casino regarding the verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

After 5 days, it turned out it didn't work again!!! I have the transaction history; can I send it?! They want documents from my husband that I don't have!!! Then a bank statement that I won't get until January. This is ridiculous!! And also sad!!! I'm a regular customer there! I've made so many withdrawals! And now this circus!!! They're also suddenly sending out free spins and stuff all the time… But I'm standing my ground… on principle!!!!

Nach 5 Tagen kam jetzt das es wieder nicht geklappt hat !!! Habe den Verlauf kann ich ihn senden ?! Sie wollen von meinem Mann Papiere den ich nicht habe!!! Dann einen Kontoauszug den ich im Januar erst bekomme . Das ist sehr lächerlich!! Und auch traurig!!! Ich bin dort Stammkunde ! Habe so oft Auszahlung gemacht ! Und jetzt so ein Zirkus!!! Sie senden auch aufeinmal ständig gratis Freispiele und sowas … Aber ich bleibe da so hart … schon aus Prinzip!!!!

Dear wb6wz2sjk2

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear wb6wz2sjk2,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bruce Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana,

The user’s withdrawal has not been processed yet because the verification documents provided are incomplete. We are still waiting for a valid proof of payment for the 25.00 EUR deposit made on 2025-12-01, showing the deposit to our site along with the user’s name. The documents submitted so far (detailed receipt without a name, statements missing the deposit, photos of the card or ID, or app screenshots) cannot be accepted.

Additionally, the proof of address submitted shows signs of editing or has obscured parts, so it also cannot be accepted.

You've received everything!!! From tax assessments, police and court letters, car insurance... and the letter from the bank stating that I won't receive account statements until January. And I've already sent the screenshot of my deposit. 10 times certified!!!

Sie haben alles bekommen !!! Von Steuerbescheiden , Polizei und Amtsgericht schreiben , Versicherungen vom Auto … und das Schreiben von der Bank das ich Kontoauszüge erst im Januar bekomme . Und den Screenshot von meiner Einzahlung have ich schon geschickt . 10 Mal Zertifikation !!!

Dear wb6wz2sjk2,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

Tell me... how am I supposed to upload a bank statement if I won't receive it until January?!

Sagen sie mir … wie soll ich ein Kontoauszug hochladen, wenn ich ihn erst im Januar bekomme ?!

Dear Bruce Bet Casino representative,

as the player mentioned earlier, he will not receive his bank statement until January. Would you be willing to wait until then for him to submit it?

Dear Jana,

Alright, we will wait until the user receives the statement.

Dear wb6wz2sjk2,

the casino is willing to wait for your new bank statement. Please keep us informed once you receive it and submit it to the casino.

I submitted the bank statement yesterday!

Ich habe gestern den Kontoauszug nachgereicht !

The bank statement was submitted yesterday!

Der Kontoauszug wurde gestern eingereicht!

Dear wb6wz2sjk2,

Unfortunately, the documents you recently uploaded were not accepted because you uploaded a cropped screenshot of your bank statement and a screenshot of your deposit on our website as proof of payment (such documents cannot be accepted). We ask you to upload the original bank statement in PDF format, in full size so that all edges of the document are visible. 

You were also asked to provide a document confirming your address, but you did not upload it. Our support team has sent you additional recommendations regarding the requested documents, which will ensure that the documents can be accepted. 

If you have any questions, we will be happy to help. 

Is this a joke?! I only get bank statements from Sparkasse online; you can't just have them printed anymore!!! I can talk them out of it; my address is still on the statement!!! I also sent them a traffic ticket and car insurance information.

Ist das jetzt ein Witz?! Ich bekomme Kontoauszüge bei der Sparkasse nur amonline die kann man nicht einfach mehr drucken lassen !!! Ich kann sie ausreden steht auf dem Auszug doch meine Adresse auch noch drauf !!! Ich habe ihnen außerdem Strafzettel geschickt und Auto Versicherung

Dear wb6wz2sjk2,

Unfortunately, you have uploaded a cropped screenshot of your bank statement. We kindly ask you to upload the original in PDF format. Also, you have not yet uploaded any documents to confirm your residential address. We will review your documents as soon as you upload them. 

First of all, how or what exactly should be cut from that?! No, the address is on the bank statement, and you received everything multiple times!!! Don't you realize you're looking for excuses not to pay the amount?! And another thing... strangely enough, there's now only €261 left in the account, even though I haven't played anything!! And you're not even paying that amount?! Sad.

Ganz im erst wie oder was sollte davon geschnitten sein?! Nein auf dem Kontoauszug steht die Adresse und sie haben doch alles x mal bekommen!!! ! Merken sie nicht das Gründe gesucht werden um die Summe nicht zu bezahlen?! Noch was… komischerweise sind nun nur noch 261€ drauf ohne das ich Gespielt habe !!und nicht mal diese Summe bezahlen sie ?! Traurig

Dear wb6wz2sjk2,

could you please make a screenshot of the balance in your account and send it to jana.k@casino.guru ?

Yes, of course I'd be happy to send it!! And please submit everything again!!

Ja natürlich sende ich gern!!und nochmal alles einreichen!!

Dear Bruce Bet Casino representative,

I hope this message finds you well. I would appreciate your assistance in clarifying why there is currently a balance of only 261 euros remaining in the player’s account. Additionally, could you kindly inform me which documents are still required from the player for complete account verification? Thank you for your attention to this matter.

Dear Jana,

We have reviewed the account activity. The player’s statement that no gameplay occurred does not correspond with our system data. According to the spin and game logs, the balance was reduced through gameplay. There were no deductions made by the casino. The player can review the full betting history in their account profile.

To complete account verification, the player is required to upload the following documents:

• Proof of Address
• Proof of Payment showing a deposit to our site, including the account holder’s name

Regarding the current verification status:

• Proof of Address was declined as no document was uploaded.
• Proof of Payment was declined because only a printed statement was provided. We are awaiting a PDF bank statement that clearly shows the requested deposit.

Please let us know if further clarification is required.

Dear wb6wz2sjk2,

I understand that you may be feeling frustrated regarding the delay in your withdrawal. However, it is important to note that the casino is unable to verify your documents in person. To ensure that the funds are directed to the correct owner, I kindly recommend complying with the casino's request for additional documents for verification. As previously mentioned in our conversation, please submit the necessary documents to the casino.

If you have any questions or need further assistance, please do not hesitate to reach out to me. Once you have uploaded all the required documents, kindly inform me.

I've submitted everything, I'm curious to see what happens.

Habe alles eingereicht bin gespannt

Dear wb6wz2sjk2,

thank you for the update.

Dear Jana,

the user's account has been verified.

Dear Bruce Bet Casino representative,

Thank you for the update. Could you please let us know when the funds for the player will be released? We would appreciate it if you could keep us informed of any new developments. Thank you for your continued cooperation.

I'm wondering the same thing, when will they be released?!

Das frage ich mich auch wann sie freigegeben werden !!

Dear Jana,

The withdrawal was successful. The user should have already received the payment.

Dear wb6wz2sjk2,

please keep us informed when you receive your funds from the casino.

I received €260.

Ich habe 260€ erhalten

Dear wb6wz2sjk2,ň

thank you for the update. Please keep us informed when you receive the rest of the funds.

As of today, I haven't received any payment! And it hasn't been visible in my account for a long time now...! I also had to change my email address to be able to continue playing there.

Zum heutigen Zeitpunkt habe ich keinen Betrag mehr erhalten ! Und auf dem Konto ist er ja auch schon lange nicht mehr zu sehen …! Musste allerdings auch meine Emailadresse ändern , um dort noch spielen zu können .

Dear Jana,

After the user received a withdrawal request for €260, the user made many deposits and bonuses and played through the entire balance. The user currently has no active withdrawal requests and no real balance. 

Dear wb6wz2sjk2,

I hope this message finds you well. Could you kindly confirm whether there is no remaining balance available for withdrawal from your account? Your assistance in this matter is greatly appreciated.

No, there's already nothing there when I was supposed to send you or your colleague the screenshot by email. And I also had to change my email address, which meant I was blocked for two weeks.

Nein das ist ja schon nicht mehr drauf als ich ihnen oder ihrem Kollegen den Screenshot per email schicken sollte . Und ich musste doch auch meine email ändern war dann 2 Wochen gesperrt

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.