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NaslovnaPritužbeBruce Bet Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.
Bruce Bet Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.
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Iznos:
9.048 €
Bruce Bet Casino
Index sigurnosti:Visok
Sigurnosni indeks
Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
The player from Germany faced issues with withdrawing her winnings of €9,048 from BruceBet after a successful prior payout. Despite being previously verified, the casino requested additional documents due to an address change, which had been repeatedly rejected. She provided the required documents multiple times but was still denied withdrawal. After intervention from the Complaints Team, the casino eventually accepted her documents, leading to the successful payout of her winnings. The complaint was marked as resolved, with both parties expressing gratitude for the resolution.
Igračica iz Nemačke se suočila sa problemima sa povlačenjem svog dobitka od 9.048 evra sa BruceBet-a nakon uspešne prethodne isplate. Uprkos tome što je prethodno verifikovan, kazino je zatražio dodatna dokumenta zbog promene adrese, koja je više puta odbijana. Više puta je dostavila tražene dokumente, ali joj je i dalje odbijeno povlačenje. Nakon intervencije tima za žalbe, kazino je na kraju prihvatio njena dokumenta, što je dovelo do uspešne isplate njenog dobitka. Žalba je označena kao rešena, uz zahvalnost obe strane na rešenju.
Imam problema sa verifikacijom naloga u ovom kazinu.
Ja sam zapravo već bio verifikovan u ovom kazinu i zato sam bio iznenađen što je Brucebet ponovo zatražio dokumente nakon moje druge pobede, pogotovo jer su već isplatili 1,000 € od druge pobede. Ukupno sam dobio €10,048, od kojih €9,048 tek treba da se isplati.
Kada sam učitao dokumente koje je kazino tražio, oni su odbijeni. Pretpostavio sam da je to zato što sam se preselio i što adresa na mojim dokumentima više ne odgovara onoj na mom kazino nalogu.
Zato sam otišao na ćaskanje uživo i napisao svom VIP menadžeru o tome. Dao mi je formular da promenim podatke i to je bilo to.
Zatim je stigao još jedan e-mail koji je rekao da BruceBet traži još dokumenata. 28.01.25. ponovo su tražili selfi, moju ličnu kartu i snimke depozita sa mojim elektronskim novčanikom.
Takođe sam poslao ove dokumente u kazino.
Ali kasnije sam dobio poruku da nisam položio ispit.
Dear Casino Guru Team
I am having problems verifying my account at this casino.
I was actually already verified in this casino and that's why I was surprised that Brucebet requested documents again after my second win, especially since they had already paid out €1,000 of the second win. In total, I had a win of €10,048, of which €9,048 is still to be paid out.
When I uploaded the documents the casino requested, they were rejected. I assumed it was because I had moved and the address on my documents no longer matched the one in my casino account.
So I went to the live chat and wrote to my VIP manager about it. He gave me a form to change my data and that was it.
Then another email came saying that BruceBet was requesting more documents. On 01/28/25 they again requested a selfie, my ID card and the screenshots of the deposit with my e-wallet.
I also sent these documents to the casino.
But then later I got the message that I had not passed the exam.
Sehr geehrtes Casino Guru Team
Ich habe Probleme mit der Verifizierung meines Kontos in diesem Casino.
Eigentlich war ich in diesem Casino schon verifiziert und deswegen hat es mich gewundert, dass Brucebet erneut Dokumente nach meinem zweiten Gewinn angefordert hatte, zumal sie schon 1000€ von dem zweiten Gewinn ausbezahlt hatten. Insgesamt hatte ich einen Gewinn von 10'048€, davon sollen noch 9048€ ausbezahlt werden.
Als ich die Dokumente welche das Casino angefordert hatte, hochlud, wurden sie abgelehnt. Ich vermutete es lag daran dass ich umgezogen war und deswegen die Adresse meiner Dokumente nicht mehr mit denen in meinem Casino Account übereinstimmten.
Deswegen ging diesbezüglich in den Live-Chat und schrieb mit meinem VIP-Manager darüber. Dieser gab mir ein Formular zur Änderung meiner Daten und somit war dies auch abgeschlossen.
Dann kam wieder eine Email, dass BruceBet weitere Dokumente anforderte. Am 28.01.25 forderten sie erneut Ein Selfie, meine ID Card und die Screenshots der Einzahlung mit meinem E-Wallet an.
Auch diese Dokumente habe ich dem Casino zukommen lassen.
Dann bekam ich später aber die Meldung, dass ich die Prüfung nicht bestanden habe.
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za problem koji imate. Dozvolite mi da vam postavim nekoliko pitanja da razjasnim vašu situaciju.
Da li je kazino naveo zašto vaša dokumenta nisu dovoljna za KIC verifikaciju?
Da li možete da dostavite nove kopije svojih dokumenata kazinu na verifikaciju?
Kada ste poslednji put komunicirali sa kazinom i o čemu se radilo?
Da li ste akumulirali svoje dobitke sa ili bez bonusa? Ako ste igrali sa bonusom, pošaljite mi link ili snimak ekrana.
Nadam se da ćemo moći da vam pomognemo da rešite ovu situaciju što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear Ninosch,
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.
Has the casino specified why your documents were not sufficient for the KYC verification?
Are you able to provide new copies of your documents to the casino for verification?
When was the last time you communicated with the casino and what was it about?
Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a link or a screenshot of it.
I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.
žao mi je. Morao sam da sačekam da zahtev bude prihvaćen jer još nisam završio svoj tekst. Nažalost, tekst sam mogao poslati samo u skraćenom obliku. Dakle, evo ostatka.
Jednostavno sam otpremio sve što je kazino tražio od mene i još mnogo toga, ali sam stalno dobijao ovu e-poštu u kojoj je pisalo da nisam prošao test.
U nekom trenutku je iz kazina stigao još jedan email koji je izgledao ovako.
Pošto je u ovoj e-poruci pisalo nešto slično onome što je bilo na mom novom Brucebet računu pod verifikacijom, mislio sam da je to samo izvod iz banke.
Zato sam kazinu poslao tekući bankovni izvod iz februara 2025. Ali je odbijen. Poslao sam tada kazinu račun za struju i zdravstveno osiguranje, ali ni od toga se na kraju ništa nije dogodilo.
Zato sam se vratio u ćaskanje uživo da ponovo razgovaram sa svojim VIP menadžerom o problemu.
Na kraju smo došli do zaključka da kazino želi snimak ekrana koji prikazuje depozit koji sam dao njihovom kazinu sa kojim sam osvojio iznos.
Ovde vidite da je VIP menadžer rekao da sam uspešno verifikovao ličnu kartu, selfi i prebivalište i ništa više nije potrebno.
Samo treba da potvrdim dokaz o uplati.
Ovde mi je napisao da moram da postavim PDF fajl ili snimak ekrana svog načina plaćanja, gde se vidi moje ime i depozit za kazino.
Postavio sam ovaj snimak ekrana u ćaskanje uživo i pitao VIP menadžera da li bi ovaj snimak ekrana bio dovoljan.
On je rekao da smatra da bi ovaj dokument trebao biti dovoljan.
Nažalost, to nije bilo dovoljno. Dobio sam još jednu e-poštu u kojoj se kaže da moji dokumenti nisu prošli verifikaciju.
Ovo mi jednostavno predugo traje. Kazino ne može da mi kaže kako treba šta žele i ono što im ja dam uvek se odbija. Čak mi ni moj VIP menadžer ne može pomoći.
Zato se nadam da u ovom trenutku vi, Casino Guru tim, možete da mi pomognete oko ovog pitanja.
Srdačan pozdrav
I'm sorry. I had to wait until the request was accepted because I hadn't finished my text yet. Unfortunately, I could only send the text in an abbreviated form. So here is the rest.
I simply uploaded everything the casino asked me to do and more, but I kept getting this email saying that I had not passed the test.
At some point another email came from the casino that looked like this.
Since this email said something similar to what was on my new Brucebet account under verification, I thought it was just a bank statement.
So I sent the casino a current bank statement from February 2025. But it was rejected. I then sent the casino an electricity bill and a health insurance bill, but in the end nothing happened with that either.
So I went back to live chat to talk to my VIP manager about the problem again.
In the end, we came to the conclusion that the casino wants a screenshot showing the deposit I made to their casino with which I won the amount.
Here you can see that the VIP manager said that I have successfully verified my ID, selfie and residence and nothing else is needed.
I just need to verify proof of payment.
Here he wrote to me that I had to upload a PDF file or a screenshot of my payment method, where my name and the deposit for the casino can be seen.
I posted this screenshot in the live chat and asked the VIP manager if this screenshot would be sufficient.
He said he thinks this document should be enough.
Unfortunately it wasn't enough. I received another email saying that my documents had not passed the verification.
This is just taking too long for me. The casino can't tell me properly what they want and what I give them is always rejected. Not even my VIP manager can help me.
That is why I hope at this point that you, Casino Guru Team, can help me with this matter.
Kind regards
Tut mir leid. Ich musste warten bis die Anfrage angenommen wurde, da ich mit meinem Text noch nicht fertig war. Ich konnte den Text leider nur gekürzt abschicken. Deswegen nun hier der Rest.
Ich habe einfach alles hochgeladen was das Casino von mir verlangt hatte und mehr, aber immer wieder kam diese Email, dass ich die Prüfung nicht bestanden habe.
Irgendwann kam dann eine erneute Email vom Casino, die so aussah.
Da in dieser Email ähnliches stand, wie auf meinem Account neu Brucebet unter Verifizierung, dachte ich, dass es einfach nur um einen Bankauszug geht.
Ich habe dem Casino also einen aktuellen Bankauszug vom Februar 2025 zugeschickt. Doch er wurde abgelehnt. Ich habe dem Casino dann noch eine Stromrechnung und eine Krankenkassen Rechnung zukommen lassen, aber auch damit passierte am Ende nichts.
Also ging ich wieder in den Live-Chat, um mit meinem VIP-Manager erneut über das Problem zu sprechen.
Am Ende kamen wir zu dem Ergebnis, dass das Casino einen Screenshot haben möchte, indem man die Einzahlung in ihr Casino einsehen kann, mit der ich den Betrag gewonnen habe.
Hier können Sie sehen, dass der VIP-Manager meinte, dass ich meinen Ausweis, mein Selfie und den Wohnsitz erfolgreich verifiziert habe und nichts weiter notwendig ist.
Ich müsste einfach nur noch den Zahlungsnachweis verifizieren.
Hier schrieb er mir, ich müsse eine PDF Datei oder einen Screenshot meiner Zahlungsmethode hochladen, wo mein Name zu sehen ist und die Einzahlung fürs Casino.
Ich habe diesen Screenshot in den Live-Chat gepostet und den VIP-Manager gefragt, ob dieser Screenshot so ausreichen würde.
Er meinte, dass er denkt, dass dieses Dokument genügen sollte.
Leider hat es nicht gereicht. ich bekam erneut eine Email, dass meine Dokumente die Überprüfung nicht bestanden haben.
Mir geht das nun einfach zu lange. Das Casino kann mir nicht vernünftig sagen, was sie haben wollen und das was ich ihnen gebe, wird immer abgelehnt. Nicht einmal mein VIP-Manager kann mir weiterhelfen.
Deswegen hoffe ich an dieser Stelle, dass Ihr mir, Casino Guru Team in dieser Angelegenheit weiterhelfen könnt.
Hvala vam puno, Ninosch, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu kolegi Mihalu ( michal.k@casino.guru ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Ninosch, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.
Ponovo sam Mihal, i ja sam preuzeo vašu žalbu. Pregledao sam vaš slučaj i moram reći da postaje prilično čudno da imate problema sa verifikacijom na dosta kazina. Očekujem da ste već upoznati sa standardnim procesima i da svoje lične podatke održavate ažurnim, kao i da pokušate da pružite sve tražene dokumente što je pre moguće. Kontaktiraću kazino da rasvetlim ovu stvar.
Želeli bismo da pozovemo Bruce Bet Casino da se pridruži razgovoru.
Dragi Bruce Bet kazino,
Možete li nam dati pojašnjenje zašto dokumenti koje je igrač do sada dao nisu prihvaćeni i navedite koja su dokumenta potrebna za proces verifikacije?
Hello Ninosch,
It's Michal again, and I have taken over your complaint. I have reviewed your case, and I must say it is becoming quite strange that you have problems with the verification on quite a lot of casinos. I would expect you to be familiar with the standard processes already and to keep your personal details up to date as well as try to provide any requested documents at your earliest convenience if possible. I will contact the casino to shed more light on this matter.
We would like to invite Bruce Bet Casino to join the conversation.
Dear Bruce Bet Casino,
Can you please provide us clarification as to why the documents the player provided so far were not accepted and specify what documents are needed for the verification process?
Verujte mi, ne znam zašto igram pošteno u svakom kazinu, a da ne isplaćujem nijedan dobitak, jer uvek postoji nešto što nije na zadovoljstvo kazina.
Ali ne radi se samo o tome da je kazino srećan. Kao korisnik kazina, koji takođe finansira kazino putem depozita, trebalo bi da budem srećan i kada dobijem, zar ne? Inače nema nikakvog smisla.
Dobijam mejlove sa ponudama i prihvatam ih. Bonus je učinjen atraktivnim, pa ga igram.
Nažalost, moje iskustvo je da obično naiđem na mnogo problema kada takođe dobijem u sestrinskim kazinima.
Ali za šta dobijam bonus ako ne mogu da ga odigram u korist pobede? Nije li za to bonus? Za prednost? Ako mogu da pobedim samo gubitkom, onda je ono što ova kazina rade zaista više nego nepravedno.
Proveravam se normalno i nažalost uvek ima problema. Po mom mišljenju, radi se samo o tome da mi što više otežava odustajanje i odricanje od svog dobitka. Ali ako igram pošteno i pobedim, onda imam pravo na to, zar ne?
Žao mi je što vam ovo stvara toliko problema sa mojim predmetima i voleo bih da je lakše da objasnim zašto kazina toliko nerado isplaćuju meni.
U svakom slučaju, želeo bih da vam se mnogo zahvalim na onome što ste do sada učinili za mene.
Srdačan pozdrav
Believe me, I don't know why I play fairly in every casino and yet don't get any winnings paid out, because there always seems to be something that isn't to the casino's satisfaction.
But it's not just about the casino being happy. As a user of the casino, who also finances the casino through deposits, I should also be happy when I win, right? Otherwise it doesn't make any sense.
I get the emails with the offers and I accept them. The bonus is made attractive, so I play it.
Unfortunately, my experience is that I usually run into a lot of problems when I also win in sister casinos.
But what do I get the bonus for if I can't play it to the advantage of winning? Isn't that what the bonus is for? For an advantage? If I can only win by losing, then what these casinos are doing is really more than unfair.
I verify myself normally and unfortunately there are always problems. In my opinion, it's just about making it as difficult as possible for me to give up and give up my winnings. But if I play honestly and win, then I have a right to get it, don't you think?
I'm sorry that this is causing you so much trouble with my cases and I wish it was easier to explain why the casinos are so reluctant to pay out to me.
In any case, I would like to thank you very much for what you have done for me so far.
Kind regards
Glauben Sie mir, dass ich selber nicht weiß warum ich in jedem Casino fair spiele und dennoch keinen Gewinn ausgezahlt bekomme, weil immer irgendwas anscheinend nicht zur Zufriedenheit des Casinos ist.
Aber es geht nicht darum dass das Casino nur zufrieden ist. Ich als Nutzer des Casinos, welche die Casinos auch durch Einzahlungen finanziert, darf doch auch zufrieden sein, wenn ich gewinne? Sonst macht es doch keinen Sinn.
Ich bekomme die Emails, mit den Angeboten und gehe darauf ein. Der Bonus wird schmackhaft gemacht, also spiele ich ihn.
Meine Erfahrung ist leider, dass ich meist dann viele Probleme bekomme, wenn ich in Schwestercasinos ebenfalls gewinne.
Aber für was bekomme ich dann den Bonus, wenn ich ihn nicht zum Vorteil eines Gewinnes spielen kann? Dafür ist der Bonus doch da? Für einen Vorteil? Wenn ich nur gewinnen kann, indem ich verliere, dann ist das wirklich mehr als ungerecht, was diese Casinos abziehen.
Ich verifiziere mich ganz normal und jedes Mal gibt es leider irgendwelche Probleme. Meines Erachtens geht es nur darum, mir es so schwer wie möglich zu machen, damit ich aufgebe und auf meine Gewinne verzichte. Aber wenn ich ehrlich spiele und einen Gewinn erziehle, dann habe ich auch ein Recht diesen zu bekommen, oder erwa nicht?
Es tut mir leid, dass Sie deswegen soviel mit meinen Fällen zu tun haben und ich wünschte es wäre einfacher und zu erklären, warum die Casinos sich so sträuben bei mir auszuzahlen.
Ich möchte mich auf jeden Fall vielmals dafür bedanken, was Sie bisher für mich getan haben.
Verujem da je to odlična vest. Čini se da su dokumenti koje ste podneli konačno prihvaćeni. Iskreno se nadam da će vam preostala sredstva uskoro biti puštena i bez ikakvih zastoja. Obaveštavajte me kada primite sve svoje dobitke.
Dear Ninosch,
I believe that's great news. It seems that the documents you submitted have finally been accepted. I truly hope that the remaining funds will be released to you soon and without any more hold-ups. Please keep me updated once you receive all your winnings.
Zahvaljujemo vam se na pomoći u rešavanju ove žalbe. Korisnik je uspešno verifikovan i njegovi prethodni zahtevi za povlačenje su plaćeni. Takođe bismo vam bili zahvalni ako biste zatvorili žalbu.
Dear Michal,
We are grateful to you for your assistance in resolving this complaint. The user has been successfully verified and his previous withdrawal requests have been paid. We would also be grateful if you would close the complaint.
Hvala vam što ste rešili ovu žalbu relativno brzo.
Draga Ninoch,
Hvala vam na potvrdi. Drago mi je da je naše učešće odigralo ulogu u rešavanju situacije i da ste dobili svoj dobitak. Držim fige da se nećete suočiti sa bilo kakvim preprekama sa svojim budućim isplatama u Bruce Bet kazinu.
Označićemo žalbu kao „rešenu" u našem sistemu. Želimo da se zahvalimo obema stranama na saradnji. Ako ikada naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste odvojili trenutak da podelite svoje iskustvo sa našim uslugama na TrustpilotRate Casino Guru . Iskren pregled, zajedno sa svim predlozima za poboljšanje, bio bi od neprocenjive vrednosti. Vaše povratne informacije mogu pomoći drugima koji možda razmišljaju da nas kontaktiraju za pomoć u vezi sa problemima vezanim za onlajn kazino.
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Michal
Casino Guru
Dear Bruce Bet Casino,
Thank you for addressing this complaint relatively swiftly.
Dear Ninoch,
Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation and that you have received your winnings. I have my fingers crossed you will not face any holdback with your future withdrawals in Bruce Bet Casino.
We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
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