I was asked to verify my account before withdrawing for the first time at this casino.

Now I have submitted all documents for the 5th time and none of them were accepted!!

It's been going on for over 3 weeks!

I want my money

Ich wurde zur Verifizierung vor Auszahlung zum ersten Mal in diesem Casino aufgefordert.

Nun habe ich zum 5ten mal alle Dokumente eingereicht und Alle wurden NICHT akzeptiert!!

über 3 Wochen geht das schon!

ich m?chte mein Geld

Dear nadja89,

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.

Dear nadja89,

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.

I still haven't received any money at all & the verification is already taking 3 weeks despite all the required documents that I have submitted

Ich habe noch immer überhaupt kein Geld bekommen & die Verifizierung dauert bereits schon 3 Wochen trotz allen erforderlichen Unterlagen welche ich eingereicht habe

Dear nadja89,

Please forward the communication between you and the casino related to the verification of your account to [email protected] for further review.

Awaiting your response.

Regards,

Nick

I have sent the communication to your above address!!

Again, no documents were accepted by the casino!! I have uploaded all the required documents

Ich habe die Kommunikation an eure o.a. Adresse gesendet!!

leidet wurde wieder keine Dokumente akzeptiert vom Casino aus!! Ich habe alle erforderlichen Dokumente hochgeladen

Thank you nadja89 for all the information provided so far. I will now forward your complaint to my colleague Stefan ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello nadja89,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bruce Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Bruce Bet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Dear Stefan,

Please note that withdrawal of funds is not possible until the user passes verification. The user has not uploaded any documents since 25 March, and before that he uploaded documents that do not meet the requirements:

- For the proof of identity he uploaded a scan of the document - only the original, not a scan or screenshot, can be accepted.

- For selfies with proof of identity, he uploaded a photo where half of his face was covered.

- For the address proof, the user uploaded a scan again. A scan cannot be accepted, only a photo of the original document or a document in pdf format.

- For the document confirming the Apple Pay payment method the user uploaded an incorrect bank statement. It is important that the bank statement shows the user's name and the deposit in the amount of 10 euros and the date of deposit 07.03.25.

- It is important to upload a document to confirm the bank account.

A colleague from the support team also sent the user by e-mail and in the game profile all the requirements for the documents. It is important for the user to upload correct documents to the verification window.

If you have any questions, we will be glad to help.

Hello nadja89,

Could you follow the casino's instructions to pass the verification? Please let me know once you do all the necessary steps.

I'll be awaiting your reply.

Dear nadja89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.