What should I do? I won 8567 in games, but they split the payout into two parts: one of 5000 and the other 3567. They claim the maximum amount that can be withdrawn per week is 5000. The amount of 3567 has been credited to my account, but the 5000 hasn't been received yet. They first said it would be on Monday, then Tuesday, but as of today, the remaining amount hasn't been credited. Now they're asking for a bank statement to confirm that the payout wasn't made. They still insist that they have paid the winnings, but it hasn't shown up in my account.

Dear antestipic0309,

Thank you very much for submitting your complaint. I’m sorry to hear about the delays you’ve experienced in receiving your winnings.

To better understand the situation and assist you further, could you please provide more details regarding the following?

• Could you confirm the exact date when the casino stated the payment of €5,000 was processed?
• Did the casino provide any payment reference number or transaction details to verify the transfer?
• Could you share a screenshot or copy of the communication where the casino stated they processed the payment and requested your bank statement?
• Have you been able to confirm with your bank whether there are any pending transactions or issues with incoming transfers for the stated amount?

Please note that your cooperation and detailed information are crucial for us to proceed with this case. Without your input and the requested details, it will be challenging to mediate effectively. If possible, you may forward any relevant communication or documents to [email protected] for further review.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I mentioned again today that the payment is still not visible in my account, I even sorted the payments to my account via online banking from 05.12. where everything is still visible, but they are asking for a PDF format, which I can only deliver at the end of the month when the bank sends it to me, they don't want to make any effort to resolve the case

I sent everything to the email you provided.

Thank you very much, antestipic0309, for providing all the necessary information. I will now transfer your complaint to my colleague, Romi ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear antestipic0309,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Bruce Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Bruce Bet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

So far I have submitted all the necessary evidence they requested but there is still no payment from them to my bank account.

Dear Romi,

Thank you for your help in this complaint.

User created a withdrawal request on 04.12.2024. On our side the withdrawal request was processed on 05.12.2024. On the same date it switched to the status of ‘success’, after which the user's chosen payment method was time to credit the payment up to 7 working days, but after this time the withdrawal request, according to the user, to our regret was not credited to the bank account.

In order to investigate this case, we asked the user for a bank statement from 05.12.2024 to the current day to track the transaction and find a possible technical error, if there was one.

At the moment the checking is in process and we are 

awaiting a response from the relevant department. 

As soon as there will be an update on this case, we will inform the user by e-mail and message in the account and also here in the thread. 

The investigation can be completed, the money is in the account, thank you for your support and everything, although it took a long time and is certainly not good for the casino's name, I hope that in the future there will be no problems for future users, because I'm not sure I'll play with them anymore, thank you once again

Thank you, antestipic0309, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

www.kpvfaw.com