Bluffbet Casino - Player's account has been closed.

the casino keep delaying my verification ask me to provide all documents which a did multiple time after 3 days they finally confirm receiving my document and will verify my account manually but after few hours still refuse to pay my balance of 7800$ cad and terminate my account claiming " As a result of assessments by our risk unit, it has been determined that you have engaged in behaviour intended to abuse our services and your account has been terminated. " which is not true i did not use any strategies or behave against the rules. i recorded my gaming session and all communication with the support by email and will join them.

Hello jeanguy,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bluffbet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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 48 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 900 complaints.

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

The verification process started on 11th December, i sent my driving license and ask them to add my info in my profile which i cannot enter manually ( name, surname and birthday ) they told me i will receive a link which will allow me to update my info, on the 12th dec i received a hooyu link and tried to complete the verification on the hooyu link but the system wasnt accepting my driving license as they only accept international id likr a passport, 24 hours pass i ask them to verify my id's manually i provide them a selfie with id front and back of my if proof of address and proof of payment made. still on friday no reply until i receive a blank message from "steve" from the support i reply to him asking if he can manually verify my account so my verification and cashout doesnt get delayed further. no reply after few hour i log on the website and talk to the support steve answer me and told me he did not receive my reply from my email ask me to send them from another email account which i did then he confirm me he received the documents and will forward them to the right unit to complete my verification manually. then on the 14th in the morning i received a reply asking me the same documents again i ask them why? apparently they were not clear enough.. so i took new pictures of my id's and send them back to them after few hours i received an email reply thanking me for the documents and ask me if i want my email to be changed aswell as the email i register with appear to have problem i said ok sure thank you. they reply the support request was relayed to the relevant team and will contact me once they check my issue after 2 or 3 hours i ask them if there anything news ? and 5 min after they send me an email " As a result of assessments by our risk unit, it has been determined that you have engaged in behaviour intended to abuse our services and your account has been terminated. " i then ask them what is going on and told them i did not break any rules and made sure to read all the terms and conditions they keep telling me they cannot provide me any information as why or what i apparently did and tell me the decision is final and there nothing i cant do. is asking them why its taking so long against the rules..? this seem fishy i've been struggling for 3 days trying to verify my account they keep delaying it and then close my account and kept my 7800$ cad .

Hello jeanguy,

Can you please advise if you did play with bonus money or not?

If possible, please forward your deposit, bonus and betting history along with the e-mail communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

i did play with the bonus offers 100 no deposit free spins no max cashout and respected the max bet and terms and conditions the casino made me deposit wagers it and then blocked my account i ask them for proof and they refused to provide me proof and the history of all my bets but i will provide all the things i recorded and did screenshots to the email you mentioned. thank you!!

Hello jeanguy,

Thank you for all the information provided so far. As we need further explanation from the casino regarding their decision, I will be forwarding your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

ok thank you

Dear jeanguy,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Bluffbet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear jeanguy,

I wanted to let you know that Bluffbet Casino's representative has responded to my inquiries, and we are actively discussing your case. I’ll be sure to keep you updated on any developments as soon as possible.

Thank you for your understanding and continued patience.

Dear jeanguy,

Do you happen to have a screenshot or an email with the details of the 100 FS bonus offer you claimed, along with the Terms & Conditions specific to that bonus?

Thank you!

Hi, if i remember correctly i click on the link here and enter the code BB100CG while registering on the website. i have won 72.29 cad and played " gates of olympus xmas 1000 " i was betting 0.75 cad and won a free spins round which during this round i won 8,480.46 cad, i then finish my wagering. i respected all terms and conditions and this bonus as no max winning/cash-out.

Dear jeanguy,

After a thorough review of your case, I would like to share the results of our investigation. Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence of multiple presented flags clearly indicates that your account is linked to several other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of most online casinos' Terms and Conditions, as it compromises the integrity of the gaming environment.

This practice can lead to unfair advantages, such as abusing promotions intended for individual players, and disrupts the fairness and balance that casinos strive to maintain. Additionally, it can result in significant financial losses for the casino, leading to strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo