Bruce Bet Casino - La retirada del jugador se ha retrasado.

On 18/05/26 I asked for a withdrawal, they always make me send the documents and nothing ever goes right, I ask you to help me

Il 18 05 26 ho chiesto un prelievo da tanto mi fanno mandare sempre i documenti e non va bene mai nulla vi chiedo di aiutarmi

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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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.

• Which documents did you send to the casino for verification, and when exactly?
• Have any of your documents been approved by the casino's relevant department?
• Which of your documents are still pending verification?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?

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

Dear Titisor.21,

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.

I've played slots, completed KYC 6 times by sending: front and back CIE, selfie with ID, PostePay statement, certificate of residence. Bruce.Bet always refuses and asks for new documents.

Ho giocato a slot ,KYC completato 6 volte inviando: CIE fronte/retro, selfie con documento, estratto conto PostePay, certificato di residenza. Bruce.Bet rifiuta sempre e chiede nuovi documenti

The documents are valid and legible. I've sent them 6 times, Bruce. Bet keeps changing excuses to avoid paying the €5,000. It's been 36 days. KYC verification must take a maximum of 72 hours by ADM law. I request immediate payment of €5,000.

I documenti sono validi e leggibili. Li ho inviati 6 volte Bruce.Bet cambia scusa ogni volta per non pagare i €5.000 .Sono 36 giorni. Verifica KYC deve durare max 72h per legge ADM. Chiedo pagamento immediato €5.000.

Thank you for your responses. Having to wait for the verification of your account for more than a month without receiving proper guidance can be very frustrating. To proceed with the investigation, we would like to review the documents you submitted to the casino and determine whether they meet the casino's requirements.

Could you please forward me the documents that have not yet been verified at veronika.f@casino.guru? Also, if you received any communication from the casino explaining why some of your documents were rejected during the KYC process, kindly forward that to me as well. I appreciate your time and cooperation.

Dear Titisor.21

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, Barbora (barbora.p@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

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Bruce Bet Casino representative to join this conversation.

Dear Bruce Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

At the moment, we are in the process of verifying the Proof of Payment (POP). The most recently submitted document could not be accepted because it consisted of photo printouts of bank statements compiled into a PDF, rather than the original bank statement.

We kindly ask the customer to provide either:

• the original bank statement in PDF format, or
• a clear, high-quality photograph of the physical bank statement, ensuring that all four corners of the document are visible and that all information is legible and easy to read.

Kind regards,

Bruce Bet Team

Dear player,

According to the casino, the latest Proof of Payment document could not be accepted because it was not submitted as the original bank statement in PDF format. Instead, it appears to have been a PDF created from photographs of the statement.

Could you please provide the casino with either the original bank statement downloaded directly from your bank in PDF format or a clear, high-quality photograph of the original physical bank statement, ensuring that all four corners are visible and all information is legible?

Once you have submitted the requested document, please let us know here so we can continue monitoring your case.

Thank you for your cooperation.

Hi Barbora,

I have attached a photo of the original bank statement.

My name, IBAN, bank logo and bank statement numbers are clearly visible. I have been waiting for almost two months. Please help me.

A thousand thanks,

Cioara Niculina Laura

Ciao Barbora,

Ho allegato la foto l'estratto conto originale della banca.

Si vedono chiaramente il mio nome, l'IBAN, il logo della banca e i numeri dell'estratto conto.sono quasi due mesi che aspetto vi prego di aiutarmi

Grazie mille,

Cioara Niculina Laura

I just received the email from bruce bet, can I send you the email with the documents I sent to bruce bet and they were not accepted?

Ho appena ricevuto lmail da bruce bet ,vi posso mandare lmail con i documenti che ho mandato a bruce bet e non sono stati acetati?

I ask you with all my heart to help me, they don't want to credit my money, they only make excuses

Vi chiedo con tutto il cuore di aiutarmi non vogliono accreditare i miei soldi trovano solo scuse

Good morning, yesterday I sent the bank statement in PDF as requested by them... I haven't had any response so far.

Buongiorno, ieri ho mandato l'estratto conto in pdf come da loro richiesto...non ho avuto nessuna risposta per il momento

Dear Bruce Bet Casino,

The player has confirmed that they have now submitted the original bank statement in PDF format, as requested. According to the player, this document was sent yesterday, and they are currently awaiting your review.

Additionally, the player has shared recent communication indicating that they have been attempting to provide the required Proof of Payment while following the instructions given by your support team.

Could you please confirm whether you have received the latest document and provide an update on its verification status? If the document still does not meet your requirements, please specify precisely which requirement is not fulfilled so the player can address the issue without further unnecessary delays.

We appreciate your cooperation and look forward to your clarification.

Dear Barbora,

Reason for rejection:

The customer uploaded a bank statement for June 2026. However, for verification purposes, we need to confirm the deposit made in May.

We kindly ask the customer to provide either:

• a bank statement for May 2026, or
• a detailed transaction receipt containing the following information: date, time, deposit amount, and account holder's name.

Kind regards,

Bruce Bet Team

Hi Barbora, Previously they asked me to upload the last month because they only needed proof of the card. Today I sent the PDF of the last 3 months. Every time I send a document I have to wait 3-4 days for verification. And since 18 05 2026 it has continued like this. When I ask for an explanation the operators always respond with copy and paste. Thanks

Ciao Barbora,In precedenza loro mi hanno chiesto di caricare l'ultimo mese perché gli serviva solo una prova della carta .Oggi ho mandato il pdf degli ultimi 3 mesi.Ogni volta che mando un documento devo aspettare da 3- 4 giorni per la verifica.E dal 18 05 2026 che continua così.Quando chiedo una spiegazione gli operatori rispondono sempre con copia incolla.Grazie

Please take action immediately because this is unacceptable. Thank you.

Vi prego di intervenire subito perché questo è inaccettabile. Grazie

Dear player,

Thank you for the update and for sharing the communication you received from the casino.

I understand your frustration, especially considering how long this verification process has already taken. I can see that you have now submitted the requested documents.

Dear Bruce Bet Casino,

Could you please confirm that you have received the latest documents and advise whether they are sufficient to complete the Proof of Payment verification? Given the length of this verification process and the multiple document requests, I would also appreciate it if you could provide an estimated timeframe for completing the review and processing the player's withdrawal.

Thank you in advance for your cooperation.