Bruce Bet Casino - Затримка зняття коштів

Hello, I just registered to bruce bet casino and I play online casino many years already, I registered threw my skrill account since they partners I trusted them I made 2 deposits and by my second deposit I got a machting deposit bonus that I play threw and meet all the requirements and won big , then I submitted a withdrawal wich after was requested to verify my account, I done that all needed documents uploaded and I am now already by my 4th time in needed of new verification, and this last time they said it was missing documents from skrill account wich I am sure I uploaded. Now I send it again with more Screenshot possible to make sure it is my account, and transaction proof of deposit from skrill to their casino too....they are always finding something new just to reject documents and so not withdraw my winnings!!!

Please help me resolving this because they are partners of skrill and I don't think it's fair to handle players like this 🙏🙏❤️💙

Hope you can help make this right🙏🙏

Dear BrunoDeOliveira,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi, thank you for your explanation and time to try and help me with this 🙏

But I only dissatisfied because I use all the same documents to verify all my accounts and always have been accepted with no problem and now I already needed 4 times to verify and upload documents that I uploaded before already delaying the verification process.

It's been already almost a week since my first verification request till now .

I really hope we can solve this issue 🙏

Thank you one more time for your patience and understanding

Have a nice day

Hi, just get again a response about verification at brucebet casino saying again that was rejected the documents I uploaded for the fourth time now....saying I didn't uploaded the correct Screenshot from skrill account containing all the information required...and that is not true....because I checked and as you Can see it yourself by the documents I uploaded it will be , my name there, email Adress and phone number too as my Adress....everything needed

The other I uploaded it had the deposits made at the casino and with all the information confirmed it was from my skrill account and date , amount and email Adress, and my name as well.

It is really annoying already always rejected and finding reasons that are not trustworthy

Please help me🙏🙏🙏🙏😞

Thank you in advance

Hello, I have this answer from live support and so I can prove, it was now just one Screenshot missing that I uploaded before

To live live support to ensure it would be accepted and she confirmed.

I now sent this same Screenshot to verification and now I want to see if really goes threw and finally verification will be done🙏🙌😞 now already 5 times.

Then again today I got an email saying my birthday year in profile must be updated because it was conflicting ....what I already requested at the beginning for all process to change, and gone through a few questions to ensure it was everything fine and done that .

Till now never been updated and now that is missing only this document to approve verification they tried to make excuses 😑 delaying everything again .....and I requested to update the birthday year at my profile because of a miss tip the year of birth that should be 1983 and I clicked 1984.....all that excuses and delay only to update the year of birth, what the department already have from my documents I uploaded before proving my birthday date....😞😞😞

Just excuses after excuses and delaying verification process so they don't pay

I have saved all conversations with support to ensure my right of suspicious behavior from casino side about verification.

In needed of more proof , just tell me and I will provide you the necessary information.

Sorry for the long text 🙏🙌🙄, but I am really disappointed with all this and I need for sure your help till this all will be behind us🙏😞

Have a nice Christmas 🎄 😊 and all the best

Best regards

Bruno

Dear BrunoDeOliveira,

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.

Hello, thank you for your reply to my problem, but unfortunately it's nothing new to add because now they just delaying withdrawal because of my birthday year in profile!!!

I miss Tipp the year by filling the profile in casino and instead of my right birth year of 1983.....I just clicked 1984 .

But I requested to update long ago still in beginning of all verification process to change it and they already had all my documents to prove my year of birth, but still doesn't happened nothing yet...and to do so, they just used now that all my documents are almost every verified till the last one of my skrill account...the only one left to accept and from the support live team just confirmed more then done already.

Now excuses start because of update the year of birth in my profile must be done or it conflicts with the verification process!!

I just don't believe they try and find every way to delay the withdrawal process with anything they find .😔😔😔

I hope you can make something to help me with this or nothing changes .

The only thing missing to succeed with verification is if they update in my profile the year of birth 😕...how difficult could it be to update only the year ,everything else is done. 🙏😔😕

PLEASE HELP ME !!

thank you for your time and consideration

Best regards

Bruno

Dear BrunoDeOliveira,

If only 1 detail in date of birth was incorrect, your account show be verifiable. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks and hope to resolve this issue 🙏

Best regards and good night

👋

Hello, BrunoDeOliveira! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear Pavel,

We would like to draw attention to the fact that the user had unfortunately previously uploaded incorrect documents to the verification page, so they were rejected. For example, for the Skrill payment method, he uploaded a screenshot without his Skrill account email, and such a document cannot be accepted. Later, he uploaded the correct document and we accepted it.

Also, the date of birth in the profile and in the documents was different. User BrunoDeOliveira correctly described in this thread that he requested a change in the date of birth almost immediately, but he did this at the request of our relevant department since an inconsistency was found in the documents and the game profile.

I would like to remind you that the acceptable processing time for GDPR requests to change data can last up to 28 days and yesterday the date of birth was changed, and we fully met the specified timeframes. Thus, the user ID was also accepted and yesterday the user successfully passed verification.

As for the withdrawal of funds, unfortunately, the user lost the balance, so we were unable to process the request for withdrawal of funds.

Dear BrunoDeOliveira,

We are sincerely sad that the verification process caused you a negative experience. Please note that our website support was always ready to help you with verification and correctly advised you. We are always ready to help in any difficulties and are glad that at the moment you have successfully passed verification. I sincerely wish you a big win in the future, and that your gaming experience with us will be positive.

In case of questions or assistance, we are always open to you.

Thank you for verify my account and your response.

Unfortunely i lost my balance because i risk it too much and i believed i wouldn't be verified!!

But it's ok, i dont see it like a lost but it was only not a Win....let's see if the future brings me again this kind of luck and then we will see if withdrawal will really happen,now that account is verified.

But wish the best for all the help and wonderful day to all of you🙏😊👌

Best regards

Dear BrunoDeOliveira, I am sad to hear that you have lost your funds. Unfortunately, now I must reject your complaint. I wish you only the best in the future and a lot of luck!

Do not hesitate to use our Complaint Resolution Center once more if you will encounter any problems with this or other casinos in the future!

Respectfully,

Pavel K

Casino Guru Team