Bruce Bet Casino - A retirada do jogador foi adiada.

Good day. I don't get my winnings from Bruce Bet. It keeps getting rejected, even though I've always paid online and uploaded all the documents they need: my address and pay slip, bank statement, registration certificate, photo, bank statement, bank card, ID and everything. I hope you can help me. Kind regards, [name hidden by Casino Guru]

Guten Tag. Ich bekomme meine gewinne bei Bruce Bet nicht. immer wieder wird abgelehnt, obwohl ich immer online eingezahlt habe und alle Unterlagen die sie benötigen hochgeladen meine Adresse und Lohnabrechnung Konto Auszug Meldebescheinigung Foto Bankauszug Bankkarte Ausweis und einfach alles. Ich hoffe sie können mir helfen. Mit freundlichen Grüßen [name hidden by Casino Guru]

Dear dkdavood44,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify if you see any errors or notifications when your withdrawal request gets canceled?

Have you communicated with customer support regarding your canceled payments?

Could you please confirm if you passed the full KYC verification?

Have you accumulated your winnings with or without an active 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

Hello. Thank you for your reply. I have contacted Composer customer service at least 10 times.

Didn't get a bonus. My winnings haven't been canceled. I can still see the payout amount. They're always coming up with something new. That's okay, I've uploaded all the documents.

Hallo. Vielen Dank für ihre Antwort. Ich habe mindestens10 Mal mit Kundendienst Komponist.

Keine Bonus gehabt. Meine gewinne sind nicht storniert. Die Auszahlung Betrag kann ich noch sehen. Die Wohlen immer wieder neue Sache. Das ist okay ich habe alle Unterlagen hochgeladen.

Could you please send me the screenshot of your withdrawal history? When exactly did you submit the withdrawal request for €4660?

Hello and thank you for your feedback. I have agreed with brucebet to send a statement of deposit. I am waiting for the letter from my bank. My withdrawal is €4200 although I won €4630. I am only allowed to withdraw €4200.

Hallo und vielen Dank für Ihre Rückmeldung. Ich habe mit brucebet vereinbart eine Auszug von Einzahlung zu schicken. Ich warte auf dem Brief von meinem Bank. Meine Auszahlung beträgt 4200€ obwohl ich 4630€ gewonnen habe. Ich darf nur 4200€ auszahlen lassen.

Thank you for the information. Has your bank issued the statement requested by the casino yet? Has this document been reviewed by the casino?

Have you received any explanation as to why you are allowed to withdraw 4200€ only? Have you accumulated your winnings with a bonus?

I asked why only €4200 and they said something that I didn't understand. Actually, I had already uploaded a bank statement. But they didn't accept it. I don't know why. I suspect they want to rip me off.

You can also see my account number and also date. I am still waiting for a response from my bank. Thank you for your help

Ich habe gefragt, warum nur 4200€ sie haben etwas gesagt dass ich nicht verstanden habe. Eigentlich eine Konto Auszug schon hochgeladen. Aber sie akzeptieren nicht. Warum weiß ich nicht. ich vermute sie wollen mich ergehen.

Sie können auch sehen dass meine Kontonummer und auch Datum. Ich warte noch auf antwort von meinem Bank. Vielen Dank für Ihre Hilfe

Were you asked to send the deposit payslip only or the bank statement for the last 3 months? Please be aware that the bank statements and proofs of payments should contain your personal information.

I have checked the KYC Policies on the casino website and this is what I found:

1.4. Photo Requirements for Documents

Please ensure that Your documents meet the following criteria:

The photo of the original document must be clear and legible;

The personal data displayed (such as name and date of birth) should match the details on Your Member Account;

All corners of the document need to be visible in the photo;

Screenshots, scanned copies, and black and white photocopies are not acceptable.

If you have an email or chat transcript containing the explanation of only €4200 being available to you, please send it to me at veronika.l@casino.guru. We will review the casino's reasoning and provide an explanation to you.

I used these documents to request the withdrawal amount. I used the same documents to make withdrawals from Vulkan Vegas and other online casinos without any problems. I also uploaded a report description and pay slip.

Mit dieser Dokumenten habe ich die Auszahlung Betrag beantragt. Mit gleicher Dokumente habe ich von Vulkan Vegas und andere online Casino Auszahlung tätigen lassen keine Problem gewesen. Und zusätzlich habe ich melde Beschreibung und Lohnabrechnung hochgeladen.

With so many documents there can't really be a problem.

Mit soviel Dokumente kann doch eigentlich keine Problem sein.

Good day. I don't know how you can help me. Bruce Bet Casino is refusing to pay out. I have uploaded all the documents and the last document, my bank statement, shows that I have deposited money. That has been three weeks now. If it continues like this, I don't know what to do.

Guten Tag. Ich weiß nicht wie sie mir helfen könnten. Bruce Bet Casino weigert sich mit dem Auszahlung. Ich habe alle Unterlagen hochgeladen und noch das letzte Dokument' meine Konto Auszug da ist zusehen dass ich bei der eingezahlt habe. Das ist jetzt seit drei Wochen. Wenn so weiter geht weiß ich nicht mehr

Thank you very much, dkdavood44, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello dkdavood44,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bruce Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Bruce Bet Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Good day and thank you for your efforts.

Guten Tag und danke für ihre Bemühungen.

Dear Stefan,

The player’s withdrawal has not yet been processed because they are still undergoing verification. Once the verification process is successfully completed, their withdrawal will be processed. We appreciate their patience and understanding.

Thank you for your efforts. You always find an excuse. I hope it works this time. Thank you very much

Vielen Dank für ihre Bemühungen. Sie finden immer wieder eine Ausrede. Ich hoffe dass es dieses Mal klappt. vielen Dank

Dear Bruce Bet Casino.

Could you state if the player has provided you with all the documents?

I'll be awaiting your reply.

Guten Tag. Nach diesem Mail habe ich original Konto Auszug von 09.07.2024 hochgeladen. Das war letzte Dokument dass Bruce Bet von mir wollen. Vielen Dank

Dear Stefan,

Yes, the player has provided all necessary documents. The verification is successful, and the withdrawal is being processed.

Hello dkdavood44,

Could you let me know once you receive the payment?

I'll be awaiting your reply.

Good day. Thank you for your answer and I thank you very much. You know, I don't believe it. Bruce Bet always finds something new. I will wait patiently :)

Guten Tag. Danke für ihre Antwort und bedanke ich mich sehr. Wissen sie ich glaube nicht daran. Bruce Bet findet immer etwas neues. Ich werde geduldig warten🙂

Dear dkdavood44,

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.

Good day. And thank you for your efforts. I'm still waiting. I hope this week until Friday. They said that they transferred the money incorrectly. The money is back and they assured me that the payment of €4200 will be transferred. I hope it works. I'll let you know when the time comes, thank you very much.

Guten Tag. Und vielen Dank für ihre Bemühungen. Ich warte immer noch. Ich hoffe diese Woche bis Freitag. Sie meinten dass sie daß Geld falsch überweisen haben. Das Geld ist wieder da und sie haben mir versichert dass die Auszahlung Betrag von 4200€ überweisen. Ich hoffe klappt . Ich melde mich wenn es soweit ist danke schön.

Hello dkdavood44,

Thank you for your response and the information provided.

Please, let me know once you receive the payment.

OK, thanks🙂

Okay danke🙂

Good day. Thanks again for your help, the payout was successful 👍 finally. I wish you all the best 💐 for the future. Many thanks.

Guten Tag. Danke nochmals für Ihre Hilfe, die Auszahlung war erfolgreich 👍 endlich. Ich wünsche Ihnen alles Liebe 💐 für die Zukunft. Viele herzliche Dank.

Dear dkdavood44,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru