Complaint #3 BruceBet Casino

Brucebet deposit proof

By danielschinasi

1 year ago

Brucebet casino is asking for a document for proof of payment that doesn't exist. All of my ID's and Proof of addresses were validated and verified. And I also submitted my bank statement PDF directly from my bank that shows the exact deposit transaction made to them with the date/full name/transaction details. And now they are asking for a document that shows the EXACT time frame with the hours/minutes/seconds.

Here is the email they sent after submitting the bank statement:

- Interac - please provide us with the detailed receipt for the transaction of 400$ made on 2025-02-11. On the receipt we need to see such information about the deposit as:

date

exact time of the transaction

transaction amount

transaction ID

requisites from which the deposit was made

account holder’s name

payment purpose

This information is needed to identify the transaction. In case you can not find this receipt on your own, please, contact your bank and ask them for this document.

Disputed Casino BruceBet Casino

Reason Verification issues

Amount $9800

Discussion

AskGamblers

• Support Team

1 year ago

Dear @danielschinasi,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

BruceBet Casino

• Representative

1 year ago

Dear Danielschinasi,
as we can see in the system, you have successfully received 2 withdrawal requests for the amounts of 2,300.00 CAD and 4,500.00 CAD. The next withdrawal request for 3,000.00 CAD will be processed from 14.04 due to weekly limits:
3.6.1. The maximum withdrawal amount processed to any given player is EUR 5,000 (or the currency equivalent) per week and EUR 15,000 (or the currency equivalent) per month, starting from the date of the last withdrawal, unless otherwise stated.

danielschinasi

1 year ago

alright i will be waiting for a response as this has been going on since February

BruceBet Casino

• Representative

1 year ago

Dear Danielschinasi,
we have forwarded this case to the appropriate department to investigate the reason for the cancellation of the withdrawal and it is in processing. We will immediately write about the update as soon as it is available.
Thank you for your patience.

BruceBet Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $1,447

Avg. Complaint Duration 20 days

Avg. Response Time 2 days

BruceBet Casino Complaints

See all complaints for this casino

Dishonest and delayed profile verification

I registered and verified my profile and had 2 successful withdrawals, but my third withdrawal request lasted 1 week, after which the staff told me to upload documents for profile verification. I did, but it's getting to 1 month, and my documents are still under review.

The staff keep telling me every day that they will do it. Very bad casino. I dont recommend it to anyone. Too many deliberate delays so that players eventually lose all their money.

This is the only casino that, after making a withdrawal request, if you continue to bet and your balance runs out, they start using the money that has been requested for withdrawal without your approval.

Very criminal-minded casino staff. I wish I could give zero stars

Resolved

€85

Extremely delayed withdrawal time

It's been almost a month since I made my withdrawal request. My account is fully verified and I already made multiple successful withdrawals in the past and now I've been waiting for this withdrawal since mid march. I've contacted support multiple times and everyone gives me the same response. I don't think it's normal a casino take almost one month to get money to loyal customers such as myself.

Resolved

Problem with withdrawing winnings

Hello, I won on BruceBet casino at the end of January 4200 euros, I provided all the documents I was asked for and put my winnings on withdrawal. The casino took a very long time to review my documents, they constantly postponed the payment and in the end they just decided to block my account, I do not know the reasons, I played honestly and the rules of the casino did not violate. Please Askgamblers help me to get my winnings.

Resolved

Casino small withdrawal not possible for over 2 Weeks

Dear AskGamblers Complaints Team,

I have a small Withdrawal of over 90 CHF with this Casino, and for the first Time, it will not be processed.

The Payment has been still "in Progress" for over 2 Weeks, and the Casino Support just answers with "it's in the Queue". I think there is a technical problem that the support doesn't know about because my previous withdrawals never needed more than 2 Days in this Casino.

I have now requested 2 times over email, but the casino always just tells me I have to wait. Since 14 Days is an unofficial "maximum" for Casinos, and for this small Amount, I hope your Complaint System here could give the Casino Management "a Touch" to process it now.

I have attached some proof; let me know if someone needs to clarify.

Resolved

CHF90