Bruce Bet Casino - Вывод средств игроком задерживается из-за чрезмерной проверки.

I've had to get certified four times so far for this amount... even though I've made withdrawals many times before without needing it... now, after the fourth certification, I've been waiting for a response for four days! They wanted the bank statement showing the deposit. I sent proof from my online banking and even a letter from my bank stating that I won't receive the statement until the beginning of January! It says exactly the same thing as the proof. Before that, they supposedly sent an incorrect letter about taxes. I wrote that perhaps they should come and see for themselves. This isn't normal!! It's always something different, but it would only be in my favor... they say.

Ich musste mich bis jetzt 4 mal zertifizieren, für diese Summe … dabei habe ich bisher schon oft ausgezahlt und da war es nicht Nötig … jetzt warte ich nach der 4 Zertifizierung seit 4 Tagen auf Antwort ! Sie wollten den Kontoauszug von der Einzahlung ich habe den Nachweis von meinem onlinebanking gesendet und sogar ein schreiben meiner Bank das ich erst Anfang Januar den Kontoauszug bekomme! Da steht genau das drauf wie auf dem Nachweis . Davor angeblich ein falsches Schreiben . Was von den Steuern war . Ich hab geschrieben vielleicht sollten sie selbst vorbei kommen und sich überzeugen. Das ist nicht normal!! Immer was anderes aber wäre nur zu meinen Gunsten …. Sagen sie

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which document the casino is currently requesting for the additional verification? Are they asking for a bank statement covering all transactions made in December (which would only be available in January), or do they require a deposit receipt showing the single deposit you made into this casino?

If they are requesting a deposit receipt, please note that it should be downloaded directly from your internet banking and must contain your personal information as well as the transaction details so the payment can be properly verified.

• Have you been asked to submit any other documents for the verification of your account?
• When was the last time you communicated with the casino regarding the verification process?

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

After 5 days, it turned out it didn't work again!!! I have the transaction history; can I send it?! They want documents from my husband that I don't have!!! Then a bank statement that I won't get until January. This is ridiculous!! And also sad!!! I'm a regular customer there! I've made so many withdrawals! And now this circus!!! They're also suddenly sending out free spins and stuff all the time… But I'm standing my ground… on principle!!!!

Nach 5 Tagen kam jetzt das es wieder nicht geklappt hat !!! Habe den Verlauf kann ich ihn senden ?! Sie wollen von meinem Mann Papiere den ich nicht habe!!! Dann einen Kontoauszug den ich im Januar erst bekomme . Das ist sehr lächerlich!! Und auch traurig!!! Ich bin dort Stammkunde ! Habe so oft Auszahlung gemacht ! Und jetzt so ein Zirkus!!! Sie senden auch aufeinmal ständig gratis Freispiele und sowas … Aber ich bleibe da so hart … schon aus Prinzip!!!!

Dear wb6wz2sjk2

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear wb6wz2sjk2,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bruce Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana,

The user’s withdrawal has not been processed yet because the verification documents provided are incomplete. We are still waiting for a valid proof of payment for the 25.00 EUR deposit made on 2025-12-01, showing the deposit to our site along with the user’s name. The documents submitted so far (detailed receipt without a name, statements missing the deposit, photos of the card or ID, or app screenshots) cannot be accepted.

Additionally, the proof of address submitted shows signs of editing or has obscured parts, so it also cannot be accepted.

You've received everything!!! From tax assessments, police and court letters, car insurance... and the letter from the bank stating that I won't receive account statements until January. And I've already sent the screenshot of my deposit. 10 times certified!!!

Sie haben alles bekommen !!! Von Steuerbescheiden , Polizei und Amtsgericht schreiben , Versicherungen vom Auto … und das Schreiben von der Bank das ich Kontoauszüge erst im Januar bekomme . Und den Screenshot von meiner Einzahlung have ich schon geschickt . 10 Mal Zertifikation !!!

Dear wb6wz2sjk2,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

Tell me... how am I supposed to upload a bank statement if I won't receive it until January?!

Sagen sie mir … wie soll ich ein Kontoauszug hochladen, wenn ich ihn erst im Januar bekomme ?!

Dear Bruce Bet Casino representative,

as the player mentioned earlier, he will not receive his bank statement until January. Would you be willing to wait until then for him to submit it?

Dear Jana,

Alright, we will wait until the user receives the statement.

Dear wb6wz2sjk2,

the casino is willing to wait for your new bank statement. Please keep us informed once you receive it and submit it to the casino.

I submitted the bank statement yesterday!

Ich habe gestern den Kontoauszug nachgereicht !

The bank statement was submitted yesterday!

Der Kontoauszug wurde gestern eingereicht!