Buff Bets Casino - Player’s withdrawal is delayed due to KYC issues.

Hello after being invited trough vip support to play on buffbets i made 2 deposite totaling around 1k. After my second deposit i won a total of 5500. I wagered my bonus did kyc and made a withdrawal. The first 500 was accepted within minuts and succesfully withdrawn. After i had to do a secondary kyc step in which u need to full in adiational information. Keep in mind this is an automatic system. After atempting this secondary kyc numerous times with diffrent bank statements creditcard statements and w/e none were accepted and kyc kept failing. Ive tried contacting the casino multipule times were they keep saying they will discuss it with the technical team but till today 3 weeks now no response. When i try to email or whatsapp them the contact is abysmall to say the least. They maybe response after few days stating the same nonsense they said before without any outlook to an resolution. Im getting sick and tired of the cold "support" approach and my trusth is dwindeling down by the day.

I have proposed them numerous time to send my kyc files manualy so they can approve them manual. But they keep stating the system is automatic and they dont do manual kycs.

I am hoping u guys can help me resolve this issue as its about quite some money and its frustrating me daily.

If needed got more screenshots from whatsapp/email flow.

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Dear Exileeee,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing with your withdrawal and the repeated KYC failures.

Thank you also for the screenshots you have already provided.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• What is the current status of your remaining balance/withdrawal in your casino account (pending, rejected, or on hold)?
• Have you received any specific error message or reason from the system when your secondary KYC attempts failed?
• What types of documents have you submitted for this secondary KYC (e.g., bank statement, credit card statement), and were they issued in your name?
• Could you confirm whether the casino requested any specific format or requirements for the documents (e.g., full PDF, visible address, timestamps, etc.)?

Additionally, if you have any further communication with the casino or additional screenshots (emails, WhatsApp conversations, or KYC attempts), please feel free to forward them to petronela.k@casino.guru so I can review everything in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hey i have emailed the whatsapp chats about the same as the email questions. as for the documents the first step was just a simple liveness check and passport check which i could complete with no problem. But they have a max of 500 euro withdrawal for 1st step verification this one was accepted. after i did another withdrawal i had to do secondary step verification. Here they asked for my adress/bankstatement. adress was approved no problem but bank statement kept stating the same issue name does not match file. then i tried uploading a foto of my creditcard same message name does not match profile. Keep in mind i deposited with crypto. After this i even tried editting the PDF bankstatement from D wamelink to Danny wamelink but this also didnt work. i even tried another bank i have (revolut) but this also wasnt accepted. after i tried the 2nd verification step around 10 times the system blocked me and refused to let me do it again. Hence i am in this situaition right now.

documents where al PDF from my bank accounts was only required to have name adress etc the standard stuff. the message i got is included in the email i send with the whatsapp history i have with the casino.

Dear Exileeee,

Thank you very much for your reply and for providing additional details.

• Did the casino offer you any alternative way to submit your documents, for example via email or manual verification, after the automated system repeatedly failed?
• When exactly did the secondary KYC verification process start?

These details are important for us to determine whether the casino provided you with a fair opportunity to complete the verification process or if the system limitations are preventing you from accessing your funds.

Thank you.

Hey i iniated the kyc straight after i won. Since its an automated system it should be easy. I asked them 100 times to verify in a diffrent way since the kyc system is not working but they are not responding to this request.

To add to the first question i have around 4400 left in my balance and can still play and do evrything on site slots/live casino etc

Hi Exileeee,

Thank you very much for your reply and for the additional details provided.

I would like to kindly clarify a few important points:

• Could you please confirm whether your remaining withdrawal is currently pending, or if you are unable to submit a withdrawal request at all?
• Can you specify when exactly (date) the secondary KYC process started?
• You mentioned that you tried editing your bank statement—could you please clarify whether you had also submitted the original, unedited document prior to this?

These details are very important for us, especially regarding the verification process and how the documents were handled.

Thank you.