Bluff Casino - Player’s withdrawal is delayed after compliance with KYC.

Summary of my complaint:

I am filing a formal complaint against Bluff Casino regarding an unjustified block on my withdrawal of approximately $10,000 USD, won through legitimate gameplay after fully completing all KYC verification steps requested by the casino.

Timeline of events:

I made a deposit and activated a welcome bonus offered by Bluff Casino.

While playing slots at a $2.00 bet, I hit a max win of approximately $10,000 USD.

I completed the full wagering/rollover requirement by playing various slots, including titles from Hacksaw Gaming (such as Le Bandit and others).

I submitted a withdrawal request for my winnings.

The casino requested KYC verification documents. I complied with every single document request made by their support team.

The casino then gave me a 72-hour deadline to review my account and release the withdrawal.

That 72-hour period has now expired with no update, no payment, and no clear explanation.

My withdrawal request remains blocked without justification.

What I have done to resolve this directly:

Contacted customer support multiple times.

Submitted all requested verification documents promptly and in full.

Waited beyond the deadline communicated by the casino.

I have also researched the casino's reputation online and followed them on social media — they appear to have a positive public image, which is why I am surprised and frustrated by this situation.

What I am requesting:

I am requesting the immediate release of my withdrawal of approximately $7700 USD, as I have:

Met all wagering requirements in full.

Complied with all KYC requests.

Waited beyond the casino's own stated deadline without resolution.

I have acted in good faith at every step of this process. The casino has not provided any valid reason for continuing to withhold my funds. I respectfully request Casino Guru's mediation to resolve this matter as soon as possible.

Withdrawal Blocked After Full KYC Completion — $7700usdt 72h Deadline Expired

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear lucaslouro,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please let me know which verification documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards

Petra

"Eu já forneci todos os documentos solicitados pela plataforma faz 5 dias , incluindo identidade, vídeo de verificação KYC, comprovante de residência e extrato bancário. Além disso, minha conta já havia realizado 3 saques anteriormente sem qualquer problema, o que demonstra que minha verificação já vinha sendo aceita pela empresa.

Hoje fui novamente atualizado apenas com a informação de que a verificação continua pendente, porém sem qualquer prazo concreto para conclusão. O primeiro prazo informado de 72 horas já foi ultrapassado.

eles atulizaram Antes eles estavam alegando "verificação pendente". Depois da insistência, passaram a dizer que você teria "violado regras de bônus" e removeram todo o saldo. Isso pode demonstrar inconsistência na justificativa da plataforma. eles insisten e nao pagar e nen dar qualquer resposta plausivel.

Thank you for your reply and for providing the previous details, lucaslouro.

• Could you please clarify the exact date when you requested the withdrawal and when the whole balance was removed?
• Could you please update us on the current status of your bonus/game history if possible?
• Were there any specific reasons given for the blockage of your withdrawal, regarding the Bonus abuse?

You can send me all the evidence/ communication to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

May 20, 2026 1:30 AM eu tive o saque negado e pediram a verificacao e como solicitado eu fiz , depois no dia May 26, 2026 6:30 PM eles retiraram meu saldo alegando que abusei do bonus sobre o bonus esta assim o estado atual mais o meu saldo ja foi retirado , esse foi o texto apresentado por eles dizendo o porque que nao vao pagar o saque , Após uma análise detalhada realizada pela nossa Equipe de Risco e Conformidade, concluímos a investigação sobre sua atividade recente de jogo, uso de bônus e solicitações de saque.

Durante a investigação, identificamos comportamentos de jogo e padrões de apostas que não condizem com o uso pretendido do sistema promocional e das mecânicas de bônus do Bluff. A análise apontou vários indícios relacionados a jogos de baixo risco, abuso de bônus e exploração das configurações promocionais, incluindo:

padrões repetitivos de entrada e saída instantânea de dinheiro;

jogo estruturado para minimizar a exposição efetiva ao risco;

uso estratégico das mecânicas da carteira durante apostas com bônus ativos;

e atividade de apostas em recursos do jogo que não deveriam ser elegíveis para participação no bônus conforme a operação pretendida da promoção.

Nossa investigação também concluiu que uma parte significativa do saldo e dos ganhos resultantes originou-se de atividades de jogo relacionadas a uma configuração promocional não intencional envolvendo mecânicas de jogo estilo colecionador, enquanto os requisitos de apostas do bônus ainda estavam ativos.

De acordo com nossos Termos & Condições relacionados a:

abuso de bônus;

jogo de baixo risco e não recreativo;

exploração das mecânicas promocionais;

configurações ou questões operacionais não intencionais;

e vantagem promocional obtida por meio de padrões abusivos de jogo,

os fundos de bônus associados, os ganhos derivados do bônus e os saldos resultantes foram considerados inválidos e removidos da conta.

Por favor, note que o Bluff reserva-se o direito de anular contribuições de apostas, bônus, ganhos e saques quando a atividade de jogo for determinada como exploração das estruturas da carteira, sistemas promocionais, configurações de jogos ou elegibilidade de bônus não intencional, de forma inconsistente com o jogo recreativo justo e a operação pretendida da plataforma.

Essa decisão foi tomada após uma revisão interna dos registros de jogo, histórico de apostas e análise relacionada ao provedor.

Atenciosamente,

Equipe de Risco e Conformidade

Thank you for your reply and for providing the previous details, lucaslouro.

• I have checked your bonus history and would like to clarify whether your winnings were accumulated through the Sports Bonuses or through previously played slot games.
• Additionally, which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Thank you again for your cooperation.

Foi um bônus de caça-níqueis. Concluí todo o rollover e tentei utilizar a mesma forma de pagamento que foi usada anteriormente mais não foi possível sacar todo meu saldo .

Dear lucaslouro

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear lucaslouro,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bluff Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

ok espero a resposta do representante .

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 lucaslouro,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, If you can't resolve an issue directly with an operator, you can escalate the case to an approved ADR, info on those can be found here: https://anjouangaming.com/resources/authorized-adr-providers/

I am sorry I could not be of more help on this occasion.