The player from Germany faces ongoing verification issues since requesting a larger withdrawal. Despite submitting the necessary documents multiple times, he receives repeated rejections, with the casino requiring proof of payment for transactions made via Apple Pay. He struggles to provide the required information due to discrepancies in transaction timing.
Bruce Bet Casino - Player’s withdrawal is delayed due to verification issues.
Bruce Bet Casino
Safety Index:Very lowSafety Index
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3.3
Bruce Bet Casino has a Safety Index of 3.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
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Case summary
22 hours ago
Public
Apprentice
Public
1 week ago
Translation
Hello dear Casino Guru Team,
Since I requested a larger withdrawal, there have suddenly been problems with my verification.
I submitted the requested documents three times. Each time, my verification was rejected with the statement, "The submitted documents did not pass the scrutiny."
I have already contacted support several times regarding this.
They repeatedly pointed out that I had to submit proof of payment of €30 from June 10, 2025, and I was also asked to submit my personal details from my Paysafe account via screenshot.
I've already done this three times without success. After the rejection, I was repeatedly asked to submit the transaction receipts, including the date, time, and name.
I have deposited the above mentioned amount of 30 Euro via Applepay Mastercard (Paysafeaccount Card/ virtual prepaid credit card)
Bruce Bet requires proof of Apple Pay deposit. Because Apple Pay only stores payments in the payment history for one week, I cannot submit the requested receipt. Therefore, I submitted my Paysafecard Mastercard statement. Now, Bruce Bet is suddenly criticizing the transaction time, claiming it differs by two hours from their data. I pointed out a possible time difference, but this was completely ignored. I was then asked again to submit the aforementioned proof of payment via Apple Pay, including the time.
I made two more deposits with my credit card. These also indicate a two-hour difference in the deposit time.
10.06.2025 30 euros
June 10, 2025 50 euros
20.06.2025 11 euros
I marked this on the bank statement.
I ask you for help.
If you have any further questions, please do not hesitate to contact me.
Best regards
Rimantas M.
Edited by a Casino Guru admin
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Dear mk97zfwj8q,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation and assist you effectively, I would like to ask a few questions:
- What specific documents did you submit for verification, and did you receive any feedback regarding why they were rejected?
- Have any of your bank statements, proofs of deposit, or documents proving ownership of the payment methods used for depositing been approved by the relevant verification department?
- Have you contacted Apple Pay support to request a proof of deposit that includes the personal information necessary for verification?
- Has the casino’s customer support suggested any alternative ways to verify your deposits, such as recording a video from your payment method app?
Your cooperation in providing these details will help us investigate and work toward a resolution.
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
Public
Apprentice
Public
1 week ago
Translation
Hello,
I am sending you my submitted documents.
Submitted bank statement. Photo of the transaction receipt, Paysafe personal information, ID card front and back, a photo of me and the ID. Screenshot of Apple Pay 11 euros from June 20, 2025.
Screenshot of the virtual credit card with my name and card number, the first four and last four digits. The expiration date is also visible, the rest is blacked out. I received an image of the deposit from Bruce Bet via email.
On June 10, 2025, I made two deposits with Apple Pay: 30 and 50 euros.
According to support, it's about the deposit receipt for 30 euros, with the name and time. Verification is only about this proof.
I just spoke to Apple Support. Unfortunately, they have no way of obtaining this receipt and refer me to my bank because the payment is billed to my card and would be visible on my bank statement.
With Apple Pay I can see all payments up to 13.06.25.
Therefore, I've also attached a screenshot of the last deposit of €11 from June 20, 2025, simply to provide additional proof that these three deposits were made using the same credit card. I've marked it on the bank statement.
Bruce Bet customer service did not offer me any alternatives for proof.
P.S.: All deposits are visible on the bank statement, but the time in the transaction details is off by two hours. This is why you're questioning the deposit. The fact is, you should at least have the name, amount, and expiration date of the credit card and Mastercard card number for the payment received.
Automatic translation:
Public
Apprentice
Public
1 week ago
Translation
Hi Veronika, I was wondering if you received any documents via email? If not, could you please send me a link where I can upload the documents. Thanks.
Automatic translation:
Public
Complaint Specialist
Public
3 days ago
Thank you very much, mk97zfwj8q, 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 to see your problem being resolved to your satisfaction in the near future.
Public
Community & Complaints Administrator
Public
2 days ago
Hello mk97zfwj8q,
My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Bruce Bet Casino,
Could you possibly provide additional information regarding the withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Romi
Casino Guru is examining the case
