Bruce Bet Casino - Die Auszahlung an den Spieler verzögert sich

I won €8,000 and wanted to cash out. They advertise everywhere that they process withdrawals within 48 hours, even in the terms and conditions.

Alright, I understand that verification is needed, so I asked repeatedly in the live chat if any documents were needed. They kept telling me that I would receive an email once documents were required! That email came after 3 days!!!!!! even though the payout should happen within 48 hours!

Well, I sent the requested documents such as proof of address (bank statement), ID card AND a selfie!

After another 3 days, they suddenly said there were issues with the documents. Nowhere does it state what the problem is! I went back to the live chat: After what felt like a thousand emails, they said the proof of address was not correct. Lisa sent me the standard text:

Proof of address: You can upload any document showing your full name and current residence. For example, utility bills, tax returns, or bank statements.

The document must not be older than 3 months.

I asked where the problem was since "bank statement" is listed and mine was the most recent, not even a month old.

Then they suddenly said they don't want two identical documents. What?!

Then they said my selfie was not in order. They wanted a selfie with my ID card. BUT THAT WASN'T MENTIONED ANYWHERE!!!!!!

Now I've sent everything again but it will take over a week, and I assume they'll find something else to complain about before anything might actually happen. The chat responds 99% of the time with pre-written standard replies!

They advertise "within 48 hours," but after 3 days, they first ask for documents (which should be flagged within 48 hours), only to then find new excuses for not paying out, hoping you'll blow the money again!

Ich habe 8.000 Euro gewonnen und wollte diese Auszahlen. Überall bewerben sie innerhalb von 48 Stunden auszuzahlen, selbst in den AGB.

Gut, ich weiß, dass man sich verifizieren muss und habe deswegen mehrmals nachgefragt im Livechat ob Dokumente gebraucht werden. Es hieß immer sobald diese gebraucht werden, werde ich eine E-Mail bekommen! Die kam nach 3 Tagen!!!!!! obwohl nach 48 Stunden die Auszahlung sein sollte!

Naja ich habe die angeforderten Dokumente wie Adressnachweis (Kontoauszug), Personalausweis UND Selfie geschickt!

Nach 3 weiteren Tagen hieß es auf einmal es gäbe Probleme mit den Dokumenten. Nirgendwo steht was das Problem ist! Ich wieder in den Livechat: Nach gefühlt tausend Mails stimmte der Adressnachweis nicht. Sie (Lisa) schickte mir den Standarttext:

Adressnachweiss : Dazu können Sie ein beliebiges Dokument hochladen, aus dem Ihr vollständiger Name und Ihr aktueller Wohnsitz hervorgehen. Z.B. Rechnungen (Nebenkosten, Betriebskosten), Steuererklärungen, Kontoauszüge. 

Dieser Dokument darf nicht älter als 3 Monate sein.

Ich fragte wo das Problem ist da ja KONTOAUSZUG draufsteht und das war der aktuellste, also keinen Monat Alt.

Auf einmal hieß es sie wollen keine 2 identischen Dokumente. Hääääää?!

Dann hieß es mein Selfie wäre nicht in Ordnung. Ich soll ein Selfie mit meinem Personalausweis machen. DAS STAND ABER NIRGENDWO!!!!!!

Jetzt habe ich alles erneut zugeschickt aber das wird dann über eine Woche dauern, gehe eh davon aus Sie haben noch etwas zu bemängeln, bis eventuell mal was passiert? Der Chat antwortet zu 99% mit vorgefertigten Standartmails!

Sie bewerben mit "innerhalb von 48 Stunden" aber nach 3 Tagen verlangen Sie erst Dokumente (sollte denen ja nach spätestens 48 Stunden auffallen) um dann immer neue Ausreden zu finden wieso Sie nicht auszahlen in der Hoffnung man verballert das Geld nochmal!

Dear The_Gamble_Lawyer,

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

Dear The_Gamble_Lawyer,

Have you received your withdrawal from the casino yet?

Dear The_Gamble_Lawyer,

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.