Hello dear Casino Guru Team,

I'm having trouble with account verification. I have uploaded all the required documents several times (the exact same documents that have led to successful verification in other casinos without any issues).

I keep receiving an email stating that the payment proof document is not being accepted. They asked for a screenshot showing a deposit made on March 28th for 20 euros. Since I made several deposits on that day, I asked for the specific time of the deposit. The customer service's email response was that they can't disclose the time for security reasons, even though I was informed in a live chat, after a lengthy conversation, that I would receive this information via email.

I also never received a response to my question about whether the rest of the required documents have been accepted.

My feeling is that this casino is deliberately prolonging the verification process in the hopes that the player will gamble away their winnings.

Hallo liebes Casino Guru Team,

ich habe Probleme mit der Konto Verifizierung. Ich habe s?mtliche geforderten Unterlagen mehrfach hochgeladen (exakt die gleichen Dokumente, die in anderen Casinos problemlos zur erfolgreichen Verifikation geführt haben).

Ich erhalte wiederholt per Email die Nachricht, dass das Dokument des Zahlungsnachweis nicht akzeptiert wird. Gefordert ist ein Screenshot einer Einzahlung am 28.03. über 20.- Euro. Da ich an dem Tag mehrere Einzahlungen get?tigt habe, bat ich um die Uhrzeit der Einzahlung. Darauf bekam ich die Antwort vom Kundenservice per Email, dass sie mir auch Sicherheitsgründen die Uhrzeit nicht nennen dürfen. Obwohl mir im Livechat nach einer langwierigen Kommunikation mittgeteilt wurde, dass ich diese Info per Email bek?me.

Auch auf meine Frage, ob die restlichen geforderten Unterlagen akzeptiert wurden, habe ich keine Antwort erhalten.

Mein Gefühl ist, dass dieses Casino den Verfifizierungsprozess absichtlich in die L?nge zieht, in der Hoffnung, dass der Spieler seinen Gewinn wieder verspielt.

Dear zeninosilla,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela,

thank you for the message.

.

Do I understand correctly that payment method verification seems to be the only obstacle standing between you and your winnings?

That is correct. The casino requires proof of a deposit of 20 euros, which I made on March 28th. have made. I asked for the time of deposit because I made several deposits that day amounting to 20 euros and the proof I uploaded was not accepted. Apparently for security reasons the casino is not allowed to tell me the time.

Have you provided any other personal documents to verify your identity?

Yes, I have uploaded the following required documents:

• Photo front ID card
• Photo on the back of the ID card
• Selfie with ID in hand
• Electricity bill dated February 15, 2024
• Photo front side of debit card
• Photo back of debit page

I didn't receive an answer to my question as to whether all of the above documents were in order/accepted.

Thanks a lot and best greetings

Hallo Petronela,

vielen Dank für die Nachricht.

.

Verstehe ich richtig, dass die überprüfung der Zahlungsmethode das einzige Hindernis zu sein scheint, das zwischen Ihnen und Ihrem Gewinn steht?

Das ist korrekt. Das Casino fordert den Nachweis einer Einzahlung in H?he von 20.- Euro, die ich am 28.03. get?tigt habe. Ich bat um die Uhrzeit der Einzahlung, da ich mehrere Einzahlungen an dem Tag in H?he von 20.- Euro get?tigt habe und der Nachweis, den ich hochgeladen hatte nicht akzeptiert wurde. Angeblich aus Sicherheitsgründen darf mir das Casino die Uhrzeit nicht nennen.

Haben Sie alle weiteren pers?nlichen Dokumente zur überprüfung Ihrer Identit?t vorgelegt?

Ja, folgende geforderte Dokumente habe ich hochgeladen:

• Foto Vorderseite Ausweis
• Foto Rückseite Ausweis
• Selfie mit Ausweis in der Hand
• Stromrechnung vom 15.02.2024
• Foto Vorderseite Debitkarte
• Foto Rückseite Debitseite

Auf meine Frage, ob all die oben genannten Dokument in Ordnung sind/akzeptiert wurden, hab eich keine Antwort erhalten.

Vielen Dank, beste Grü?e

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

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Bruce Bet Casino representative to join this conversation. 

Dear Bruce Bet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Katarina,

We are pleased to confirm that the user account was successfully verified on April 4, 2024.

Dear Casino Guru team, I can confirm - my account is now verified.

Thank you very much for your support & kind regards.

Liebes Casino Guru Team, das kann ich best?tigen - mein Konto ist nun verifiziert.

Lieben Dank für die Unterstützung & liebe Grü?e.

Thank you, zeninosilla, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have been successfully verified. 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.