Bluffbet Casino - Player's withdrawal is delayed due to a website glitch.

Dear CasinoGuru Readers,

I won 1,500$ CAD in Sports Betting and Blackjack with this website.

I wanted to withdraw 1000$ CAD using INTERAC e-Transfer because this is the fastest and common option and one of the only available in my area. I wanted to keep 500$ CAD in my gaming account.

Unfortunately, there is a glitch with their website. I filled the form and when I want to put on yellow button ‘’Withdraw’’, nothing happen.

I logged out, cleared cookies, restart my phone, changed browser, used another device, but nothing happen.

72 hours later and their responsible department still not fixed the issue and provided me 0 updates.

During this time, I was emotional, afraid to loose my funds and I was discouraged, so I played all my winnings and I lost. There was no option to lock the amount in my account during they fix the issue.

***In order to regain my confidence and to encourage me to stay one of their loyal customer, I ask them to prove their good will by reimbursing a half of the amount (750$) as a Sports Free Bet or Withdrawable Money. I will accept an offer no less than 500$.***

I will send to CasinoGuru all our email communication + a picture of the issue.

Yours Sincerely,

Dear OlivierL07,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please confirm that you have passed the KYC verification?
• Is it possible that there were remaining wagering requirements to be fulfilled?
• Did you contact the casino to limit your gambling activity when you couldn't withdraw the money?
• Could you please share your communication with the casino regarding the withdrawal issue? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Dear Dominika,

Thanks for your fast and detailed answer.

Here are their final answer of this morning as well as my final answer. They are kidding me. 96 hours waiting to finally receive this answer LOL.

Also, in order to answer your questions :

1) Yes, my KYC is fully verified.

2) No wagering requirements. The entire balance was in ‘’Withdrawable Money’’.

3) Yes, I contacted customer support by LiveChat and email to ask them to manually lock 1000$ in my account and proceed manually. You will clearly read it in the communications. Customer service are probably limited, but their payments department or their supervisor can certainly do that. Unfortunately, my query was ignored. It was always like : ‘’Please be patient. Thanks for your understanding and patience’’.

It gives the impression of a long voluntary wait to make me tempted and gamble all my money by discouragement. I repeat : they could certainly proceed the payment manually, at 100%!

4) Certainly, I will cooperate and provide all the proofs. However, the documents are too large and numerous to be inserted here, so I sent you 16 files by mail.

15 of these are screenshots of the communications and the 16th one is a video screenshot recording.

To conclude, from my side, I’m determined to battle, get justice and compensation. Between you and me, this situation is not normal at all and it is absolutely necessary to avoid this happening to other potential customers.

Thank you very much for your precious help and have a nice day!

Respectfully,

Olivier.

Major Update

Good news Dominika!

They changed the Withdrawal Form 😂 This proves 100% that they were in mistake and that they didn’t made the update with their payment processor.

Here is the 2 forms. Before/After.

As you can see, they added a couple of boxes.

To summarize, an Interac e-Transfer is money sent by email/SMS with a link to accept the funds and deposit instantly in our bank account with a password. In the first form, there is no boxes to fill these important details.

So I confirm you that their withdrawal form is now complete and works perfectly now.

Again 👉🏽 funny coincidence, no? 😅

Unfortunately, I will maintain my complaint regarding my CAD 1500$ losses. It hurts and I deserve a compensation for this big mistake, in Free Bet or Withdrawable Money.

**Moreover, actually it’s lying and bad will from them to say ‘’Please be informed that, from our perspective, there are no issues concerning withdrawal transactions.‘’

This dishonesty must be denounced for future customers.**

Thank you very much and have a nice day! ☀️

Dear OlivierL07, could you please send me the request to lock the balance in your account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

When did you request this lock and when did you lose your balance?

Dear Dominika Lakotova,

I hope you’re doing well today and that you had a great vacation!

Also, thanks for your follow up.

Concerning the evidences, I already provided 7 screenshots here and approximatively 15 by email, with a ton of detailed novels. But I can understand that it’s a complicated file so here are again 5 important screenshots.

3 are talking about my query addressed to their payments team to manually proceed. And 2 screenshots are showing their withdrawal form. ‘’Before I spent the money/After I spent the money’’.

Funny coincidence that it works now and that they updated it right after I loose, no?

September 16th, they were dishonest by affirming this : ‘’Please be informed that, from our perspective, there are no issues concerning withdrawal transactions.’’

Why to have updated their form right after I loose if there was no issues? And I also showed all the evidences of the issue so they cannot contradict it!

To answer your question, the funds were spent 96 hours after I reported the issue. I think that I waited a reasonable time, especially that they have no Safer Gambling Tools to protect us. It would have take 30 seconds to lock my account/lock the money/remove the funds from my gaming account/proceed manually the transaction.

I repeat that their payments team proceeds all withdrawals within 0-24 hours, so they were able to process manually my request within this time frame! And I reiterate that I’m fully verified KYC.

During all the communications, their answer was always ‘’We understand this can be frustrating. Thanks for your patience and understanding’’.

But when I had deposits issues, they were very fast to answer and fix it (within 5-10 minutes). Receive my money was very important. But helping me to withdraw was not important.

****When I confronted them about all this, and when I informed them that I was determined to fight until I get a resolution, they started to ignore me. They really know that they are in trouble.****

Please kindly note that I also contacted them at least 2 times by LiveChat in order to remove manually the funds but unfortunately, I don’t have the chat transcript and I can’t get it, because this company ignore me now.

I also asked to talk with a Throne Entertainment B.V. representative, I asked their license number, I tried to negotiate amicably but no answer, they ignore me totally.

I still have a good will. I only ask a half of my winnings so I will abandon all recourses and law suit.

Please don’t hesitate if you need more information, I’m at your disposal.

Thank you very much!

Respectfully,

Olivier from Quebec, Canada.

Unfortunately, since you lost your winnings, there is not much we can do. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.