Bruce Bet Casino - Тегленето на играча е забавено.

Title of the complaint:

Bruce Bet Casino has delayed a payout of €10,937 since June 16th due to conflicting KYC requests.

Case description:

Dear Casino Guru Team,

I am contacting you because I have been trying for over three weeks to withdraw my winnings of €10,937 from Bruce Bet Casino. My player account has been fully verified for over a year, and I play there regularly. The winnings were earned on June 16, 2026. Due to weekly limits, the casino split the amount into four payouts (€1,937 and three payments of €3,000).

Since requesting the payout, the casino has been stalling me with constantly new, contradictory demands regarding my documents:

First, support requested screenshots or a bank statement to conduct a re-examination.

My submitted online banking screenshots (homepage, transaction overview of the deposit of €25 from June 16th, IBAN verification) were rejected on the grounds that there were too many individual images and that all information had to be on one page.

When I compiled the requested information, I was wrongly accused of manipulating the image.

Then they said they absolutely needed the sales figures from June 16th. When I uploaded this as a PDF excerpt, the document was rejected again because pages were missing (it was a document marked "Page 4 of 7").

I was repeatedly given inaccurate or incomplete instructions by support, which technically had to lead to an automatic rejection. I perceive this approach as a deliberate delaying tactic.

On July 6, 2026, I uploaded the complete, original, and untouched monthly bank statement (all 7 pages in original PDF format directly from my online banking). This document contains all the required information (name, address, IBAN, bank logo, and the transaction amount from June 16) in perfect, original condition. I have also reported the case to the relevant licensing authority in Curaçao.

I politely request the Casino Guru team's assistance so that Bruce Bet Casino accepts the now error-free, complete document, unlocks my account, and processes the withdrawals as agreed. I have all chat logs and screenshots of the rejections in full and can provide them to the auditor at any time.

Thank you so much for your help.

Titel der Beschwerde:

Bruce Bet Casino verzögert Auszahlung von 10.937 € seit dem 16.06. durch widersprüchliche KYC-Forderungen

Beschreibung des Falls:

Sehr geehrtes Casino Guru Team,

ich wende mich an Sie, da ich seit über drei Wochen versuche, meinen Gewinn in Höhe von insgesamt 10.937 € vom Bruce Bet Casino auszahlen zu lassen. Mein Spielerkonto ist bereits seit über einem Jahr vollständig verifiziert und ich spiele dort regelmäßig. Der Gewinn wurde am 16.06.2026 erzielt. Das Casino hat den Betrag aufgrund der wöchentlichen Limits in vier Auszahlungen aufgeteilt (1.937 € und dreimal 3.000 €).

Seit der Beantragung der Auszahlung werde ich vom Casino mit ständig neuen, widersprüchlichen Forderungen bezüglich meiner Dokumente hingehalten:

Zuerst verlangte der Support Screenshots oder einen Kontoauszug, um eine erneute Prüfung durchzuführen.

Meine eingereichten Online-Banking-Screenshots (Startseite, Umsatzübersicht der Einzahlung vom 16.06. über 25 €, IBAN-Nachweis) wurden mit der Begründung abgelehnt, es seien zu viele einzelne Bilder und es müssten alle Informationen auf einer Seite sein.

Als ich die geforderten Informationen zusammenfügte, wurde mir fälschlicherweise eine Manipulation des Bildes vorgeworfen.

Danach hieß es, es werde zwingend der Umsatz vom 16.06. benötigt. Als ich diesen als PDF-Ausschnitt hochgeladen habe, wurde das Dokument erneut abgelehnt, weil Seiten fehlten (es handelte sich um ein Dokument mit dem Vermerk „Seite 4 von 7").

Es wurden mir vom Support also wiederholt ungenaue oder unvollständige Anweisungen gegeben, die technisch zu einer automatischen Ablehnung führen mussten. Ich empfinde dieses Vorgehen als bewusste Verzögerungstaktik.

Am 06.07.2026 habe ich nun den vollständigen, originalen und unberührten monatlichen Kontoauszug (alle 7 Seiten im originalen PDF-Format direkt aus meinem Online-Banking) hochgeladen. Dieses Dokument enthält alle geforderten Daten (Name, Adresse, IBAN, Banklogo und den Umsatz vom 16.06.) im perfekten Originalzustand. Zudem habe ich den Fall bereits parallel an die zuständige Lizenzbehörde auf Curaçao gemeldet.

Ich bitte das Casino Guru Team höflich um Unterstützung, damit das Bruce Bet Casino das nun fehlerfreie, komplette Dokument akzeptiert, mein Konto freigibt und die Auszahlungen wie vereinbart anweist. Alle Chat-Protokolle und Screenshots der Ablehnungen liegen mir lückenlos vor und können dem Prüfer jederzeit zur Verfügung gestellt werden.

Vielen Dank für Ihre Hilfe.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 forward me the communication between you and the casino's customer support regarding their request for a bank statement? My email address is [email protected]. Kindly include the documents you submitted to the casino to fulfill this request as well.
• Has the casino reviewed the full, original bank statement that you uploaded to your account on 6 July?
• What types of games did you play to accumulate the winnings you are trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

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

Should you require anything further, I am happy to assist you.

Sollten sie noch mehr benötigen, ich stehe ihnen gern zur Verfügung

Trevor (2026-06-24 15:16:15): "Thank you for waiting. As I have checked, your Proof of Payment was rejected due to you provided your bank card photos, but the requested document was the proof of payment for the deposit. Please be kindly informed, that the requested document is : 1. Proof of Payment for your deposit - please provide the screenshot or bank statement of your deposit of 25 EUR with "Uberweisung" on 16 June. Once the document will be uploaded, our team will start the review."

​Damit ist schwarz auf weiß dokumentiert, dass Trevor dir explizit die Option "screenshot or bank statement" (Screenshot oder Kontoauszug) gegeben hat.

Agnes (2026-06-29 06:02:06): "The documents were rejected because you uploaded cropped screenshots and an edited PDF document. [...] It is forbidden to edit files in a graphic editor."

Agnes (2026-06-29 06:02:06): "Die Dokumente wurden abgelehnt, weil Sie zugeschnittene Screenshots und ein bearbeitetes PDF-Dokument hochgeladen haben. [...] Es ist verboten, Dateien in einem grafischen Editor zu bearbeiten."

Agnes (2026-06-29 06:15:09): "The documents were rejected because we received cropped screenshots and an edited PDF document. Please note that only complete, unedited original documents are accepted for successful verification."

Agnes (2026-06-29 06:15:09): "Die Dokumente wurden abgelehnt, da uns zugeschnittene Screenshots und ein bearbeitetes PDF-Dokument übermittelt wurden. Bitte beachten Sie, dass für eine erfolgreiche Verifizierung ausschließlich vollständige, unbearbeitete Originaldokumente zulässig sind

Hello, I just received confirmation from the casino that my account has been verified. However, I haven't received any money yet; it will probably take a while. My question is, should we pursue the complaint?

Hallo, ich habe vom Casino soeben die Bestätigung erhalten, das mein Konto verifiziert wurde. Aber ich habe noch kein Geld bekommen, wird wahrscheinlich noch dauern. Jetzt meine Frage, sollen wir die Beschwerde aufrecht erhalten?

I still haven't received my payout. Even though the account has been verified again, actually for a year now. And the money has been pending since June 16th, I still haven't received any funds in my bank account today. I informed them yesterday that the casino had verified the documents, so I assumed I would have received the money today.

Habe immer noch keine Auszahlung erhalten. Obwohl das Konto ja jetzt wieder verifiziert ist, eigentlich ja schon seit einem Jahr. Und das Geld seit 16.06. auf ausstehend steht, habe ich heute immer noch kein Geld Eingang auf meinem Bankkonto stehen. Ich hatte ihnen ja gestern bereits mitgeteilt, das das Casino die Unterlagen verifiziert hat, da bin ich von ausgegangen ich hätte auch heute Geld.

Last week, on June 9th, I received the first installment of €3,000 from the casino. Since then, no further payments have been received. The casino still owes me €7,937. According to the casino, the second installment was supposed to arrive today. It hasn't arrived yet.

Letzte Woche am 09.6. habe ich im übrigen die erste Rate in Höhe von 3000 Eur, vom Casino erhalten. Seid dem kein Geldeingang mehr. Das Casino schuldet mir noch 7937. Eur. Laut Aussage vom Casino soll die zweite Rate heute kommen. Bis jetzt noch nicht.

Thank you for your thorough replies and for providing me with detailed evidence regarding your case.

At the same time, 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 payment processor issues, investigation of the gameplay, or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you. Thank you for your patience.

Dear Casino Guru Team, thank you for your reply.

Unfortunately, I have been waiting for the payout since June 16th, and any further delay is unacceptable.

First, the stalling tactics with the verification, and now with the payout of the winnings. After all, it's still €7,937 out of the original €10,937. €3,000 arrived last week, and nothing since. After contacting Bruce on Monday, I was assured that the next payment would arrive sometime on July 14th. Unfortunately, I still haven't received any money. I can't accept this, and my patience is wearing thin! Yesterday evening, I inquired again and was fobbed off with standard platitudes. When I confronted them with the statement that the money should arrive on July 14th, they rambled and closed the chat. They should be helping me, not supporting the casino. I've already complained about Bruce Bet to the casino licensing authority, and I'll do it five more times if necessary.

Many thanks

Best regards

Patrick S.

Sehr geehrtes Casino Guru Team, danke für ihre Antwort.

Nur leider ist es so das ich auf die Auszahlung seit 16.06. warte und jede weitere Verzögerung inakzeptabel ist.

Zuerst die hinhalte Taktik mit der verifiziereung und jetzt mit der Auszahlung des Gewinns. Immerhin geht es um noch um 7937 Euro von ursprünglich 10937 Euro. 3000 Euro sind letzte Woche gekommen und seitdem nichts mehr. Nachdem ich bei Bruce am Montag nachgefragt habe wurde mir versichert, das die nächste Zahlung am 14.07. im Laufe des Tages kommen soll. Nur leider ist mich jetzt noch kein Geld Eingang zu verbuchen. Das kann ich nicht so hinnehmen und da ist meine Geduld langsam am Ende! Gestern Abend habe ich nachgefragt da wurde ich wieder mit Standard Floskeln abgewimmelt und nachdem ich sie mit der Aussage, das am 14.07 Geld kommen soll konfrontiert habe wurde rum herum geredet und der Chat geschlossen. Sie sollen mir helfen und nicht dem Casino den Rücken stärken. Ich habe mich schon einmal bei der Casino Lizenzbehörde über Bruce bet beschwert ich mache es auch wenn's sein muss noch 5 mal.

Viele Dank

Mit freundlichen Grüßen

Patrick S.

Another complaint against Bruce Bet Casino. It's now been two weeks, and apart from the initial payout last Thursday, I haven't received any further payments. The casino still owes me €7,937. I inquired again today, and instead of reasonable answers, I only received the same standard phrases as before regarding the verification. I'm furious! It's a pure stalling tactic to conceal my winnings. I have screenshots.

Best regards

Patrick S.

Erneute Beschwerde gegen das Casino Bruce bet. Mittlerweile ist die zweite Woche vorbei und außer der ersten Auszahlung am letzten Donnerstag habe ich bis jetzt keine weiteren Zahlungen erhalten. Das Casino schuldet mir immer noch 7937 Euro. Habe heute nochmals nachgefragt und anstatt vernünftige Aussagen kommen nur sie selben Standard Floskeln, wir damals mit der verifiziereung. Bin echt Sauer! Reinste hinhalte Taktik um den Gewinn zu unterschlagen. Habe Screenshots.

Mit freundlichen Grüßen

Patrick S.

especially since it was assured to me on July 14th, as you can see.

zumal es mir am 14.07. zugesichert wurde, wie sie erkennn können.

Dear Patrick1234

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, Barbora ([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

Dear player,

My name is Barbora, 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 provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

We would like to inform that yesterday, 21 July 2026, withdrawal in the amount of €3,000 was successfully processed.

The remaining withdrawals, €3,000 and €1,937.00, are scheduled to be processed next week, between 28 July and 31 July.

Kind regards,

Bruce Bet Team

Dear Player,

Thank you for your patience.

According to the casino, another withdrawal of €3,000 was processed on 21 July. Could you please let me know whether you have already received the €3,000 in your account? I will keep this complaint open until we can confirm that you have received all of your outstanding funds.

I look forward to your update.

Hello, dear Casino Guru team

Yes, the 3000 euros have arrived.

Thanks

Hallo, liebes Casino Guru Team

Ja die 3000 Euro ist angekommen.

Danke

Dear Barbora,

As it was stated earlier, the remaining withdrawals, €3,000 and €1,937.00, are scheduled to be processed next week, between 28 July and 31 July.

Kind regards,

Bruce Bet Team

Dear Player,

Thank you for the update and for confirming that you have received the latest payment.

According to the casino's latest update, the remaining withdrawals are scheduled to be processed between 28 July and 31 July. Please let me know once the next payment reaches your account. I will keep this complaint open until all outstanding funds have been received.

Hello, the casino paid everything today. Both outstanding amounts, 3000 and 1937, were credited to my account today.

Thank you

Best regards

Patrick1234

Hallo, das Casino hat heute alles gezahlt. Beide offen Beträge einmal 3000 und einmal 1937 sind heute auf meinem Konto eingegangen.

Vielen Dank

Mit freundlichen Grüßen

Patrick1234

Dear Patrick,

I’m very pleased to hear that you have now received all of your outstanding withdrawals and that the issue has been resolved.

As the matter has been successfully settled, I will now close this complaint as resolved.

If you were satisfied with the way your complaint was handled, we would greatly appreciate it if you could take a moment to share your experience with our Complaint Resolution Center on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru

Thank you for your cooperation throughout this process. Should you encounter any issues with this or any other online casino in the future, please don't hesitate to contact us. We will be happy to help.

Thank you in advance for your time.

Best regards,

Barbora

Casino.Guru