Bruce Bet Casino - O jogador ainda não recebeu os seus prémios.

I requested a withdrawal and a couple of days later I was asked to submit verification documents. I accidentally submitted only one document at first, and once it was submitted there was no option to cancel or upload additional documents. I immediately emailed support and sent the remaining documents as requested. I was told the review would take 24–48 hours.

After waiting, my verification was denied. I then resubmitted all the required documents. Four days later it was denied again. I was then asked to submit another selfie with my ID, which I did. The photo was clear, showed all four corners of the ID, and met the requirements.

Since then, I have submitted the requested documents multiple times (at least four times) using different photos to ensure clarity. Each time my verification has been denied without a clear explanation, and I continue to receive the same automated responses by email asking for the same documents I have already provided. So looking for help to finally get my withdrawal complete

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear bayleehappy1,

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 bayleehappy1,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear bayleehappy1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru