Bruce Bet Casino - El retiro del jugador se retrasa debido a problemas de verificación.

I registered at this casino on February 20th, deposited €480, won around €2000, made a withdrawal procedure which went from suspended to processing after around 2 days, shortly after I deposited another €300 and won another €1400 without a bonus.

after 1 day they rejected my withdrawal request and gave me the verification link.

check that they contested me 3 times saying that something was always missing, on Monday they told me that the address of residence was not correct so I changed that too since I recently changed residence, but it was of no use, it's been 13 days that we've been going on with the same sentences "be patient" wait calmly your documents are being verified! I've been playing on online casinos for years and this is the first time that something so absurd has happened to me. 12 days for a verification rejected 3 times.

my patience is over

please help me

Ho fatto L iscrizione a questo casinò il giorno 20 febbraio depositato 480€ ne ho vinti circa 2000 ho fatto procedura di prelievo che da sospesa è passata in eleborazione dopo circa 2 giorni poco dopo ho versato altri 300 € e ho vinto altri 1400€ senza bonus .

dopo 1 giorno mi rifiutano la richiesta di prelievo e mi danno il link per la verifica .

verifica che mi hanno contestato per ben 3 volte dicendo che mancava sempre qualcosa , lunedì mi hannno detto che l indirizzo di residenza non era esatto alchè ho modificato anche quello dato che ho cambiato residenza da poco , ma non è servito a nulla sono 13 giorni che andiamo avanti sempre con le stesse frasi " abbi pazienza " attendi con calma i tuoi documenti sono in fase di verifica ! Io gioco da anni sui casinò on line e questa è la prima volta che mi succede una cosa così assurda . 12 giorni per una verifica rifiutata 3 volte .

la mia pazienza è finita

vi prego di aiutarmi

Dear Bennybe365,

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.

• 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 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

I sent

Account statement in pdf

pdf showing the payment on their website

proof of residence in pdf (internet bill)

license

selfie with driving license

debit card

selfie with credit card

for 3 times

Ho inviato

estratto Conto in pdf

pdf che evince il versamento sul loro sito

prova di residenza in pdf ( bolletta internet )

patente

selfie con patente

carta di debito

selfie con carta di credito

per ben 3 volte

Thank you very much for your reply, Bennybe365. 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.

Of course, also because they haven't verified the account yet

Certo , anche perché non ancora hanno verificato il conto

Thank you very much, Bennybe365, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Dear Bennybe365, I've just reviewed your case and am sorry to hear about your withdrawal struggles. I will contact the casino to try to help you. Once they reply, we'll see what can be done. In the meantime, can you please specify if you have tried using another payment method, as recommended by casino support?

Dear Bruce Bet Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information about the case? Please confirm whether the player's account and payment method were verified. Do I understand correctly that the withdrawals were not processed because of a payment provider error?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Natalia after 30 days the account is still being verified ... and they always tell me to be patient ....

Natalia dopo 30 giorni il conto è ancora in fase di verifica … e mi dicono sempre di avere pazienza ….

Dear Natalia,

The reason for the long verification of documents has nothing to do with payment system problems, but with a request to change personal data, which can legitimately take up to 30 days. 

The user requested a change of address and had previously uploaded documents with an old address to the verification page, so it took a little longer.

It is never our intention to make the verification process longer. At the moment the user has uploaded all correct documents and the address change and verification have been successfully completed. Withdrawal requests have been processed on our side and are in ‘in process’ status, which can take up to 5 working days until the payment provider accepts them.

We are sorry if the user had a negative experience, however today he successfully passed verification and his address has been changed.

If you have any questions - we are always happy to help. 

Look, you cancelled my withdrawal request even after the positive verification of the documents... you are contesting the payment method I used to make deposits... why can't I use it to withdraw?

if I have been receiving money from everyone for years with the same payment method???

Guardi che la richiesta di prelievo me l avete cancellata anche dopo la verifica positiva dei documenti … mi contestate il metodo di pagamento che ho usato per fare depositi .. perché non posso usarlo per prelevare ?

se con lo stesso metodo di pagamento ricevo denaro da tutti da anni ???

Dear Bruce Bet Casino,

Could you please check if the withdrawal request was canceled by the third-party payment provider? Do you have any comments on this? Additionally, could you specify if any alternative withdrawal methods are available for the player to use?

Thank you.

Dear Natalia,

we checked 3 early withdrawal requests created on 26.06 with our payment provider and received a response from them that the transactions were declined by the Issuer. In this case we recommend using a card from another bank or an alternative payment method, that the user did and created a new withdrawal request. 

Unfortunately further he started making bets in games while the withdrawal request was still pending on our side, which lowered the balance and the withdrawal request was cancelled. 

He created the last withdrawal request on 26.03, but again he lowered the balance and lost it, so the withdrawal request was cancelled. 

We are truly sad to hear about this situation, we also recommend contacting support for further checking regarding cancellation of payments, if this happens. This time the check with the payment provider showed that the reason for cancellation of payments was unfortunately on the issuer's side. 

If you have any questions - we are always glad to cooperate with you. 

Thank you for the updates, Bruce Bet Casino.

Dear Bennybe365, can you please confirm that you have played with your money while having pending withdrawals, which led to the balance being zeroed out during the gameplay? Unfortunately, we cannot help you reinstate your balance if it was used to play and lost deliberately before the withdrawals were processed.

Dear Bennybe365,

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.