There's no room for tolerating further negligence from Bruce Beta. Last Wednesday, I received a letter confirming the verification of my documents, but the very next day I was informed of the need to provide additional documents. Despite promptly sending the required documents, to this day I haven't received any response. This is absolutely unacceptable! Promises to review the documents within 48 hours turned out to be nothing more than a mockery. I expect immediate action on this matter and a response to my complaint.

Nie ma mowy o tolerowaniu dalszego niedbalstwa ze strony Bruce Beta. W zesz?? ?rod?, otrzyma?em pismo potwierdzaj?ce weryfikacj? moich dokumentów, jednak?e ju? nast?pnego dnia zosta?em poinformowany o konieczno?ci dostarczenia dodatkowych dokumentów. Mimo ?e niezw?ocznie przes?a?em wymagane dokumenty, do dzisiaj nie otrzyma?em ?adnej reakcji.To absolutnie nie do przyj?cia! Obietnice o sprawdzeniu dokumentów w ci?gu 48 godzin okaza?y si? niczym wi?cej jak kpin?.Oczekuj? natychmiastowego dzia?ania w tej sprawie i odpowiedzi na moj? skarg?.

Dear larisazakharova36,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Casino support does not specify the reason for the delay, always only talking about time frames, request queues and high volume of tickets. I won the money and submitted a withdrawal request on March 9, and verification was requested on Monday, March 11.

Wsparcie kasyna nie precyzuje przyczyny opó?nienia, zawsze mówi?c tylko o ramach czasowych, kolejkach wniosków i du?ej liczbie zg?oszeń. Wygra?em pieni?dze i z?o?y?em wniosek o wyp?at? 9 marca, a weryfikacja zosta?a poproszona w poniedzia?ek, 11 marca.

Thank you very much, larisazakharova36, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([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.  

Dear larisazakharova36,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bruce Bet Casino representative to join this conversation.

Dear Bruce Bet Casino,

Could you please clarify the situation?

Thank you in advance,

Mirka

Dear Mirka,

We are pleased to inform you that the user's account was fully verified on March 20, resolving the verification delay issue. We apologize for any inconvenience caused by the delay, which was due to a backlog of requests. Steps have been taken to prevent such delays in the future.

Thank you for your understanding.

Dear larisazakharova36,

Could you please confirm, if you have received your withdrawal?

Yes, I confirm receipt of the payment. Thanks to you, the Casino Guru team. Thank you very much for your help!

Tak, potwierdzam otrzymanie wyp?aty. Dzi?ki Wam, zespo?owi Casino Guru. Serdecznie dzi?kuj? za pomoc!

Dear larisazakharova36,

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,

Mirka

www.kpvfaw.com