Buff Bets Casino - Player’s withdrawal process is delayed and account disputed.

Played in a lot of casino's and most of the time i lose but this time i finally won and even now when i do EVERYTHING to pay out the casino does EVERYTHING to not pay or delay payment for no reason.

I was playing and won around 1k. Did the 1st verification and payed out 500 that is the max with the 1st verification. The second verification you can pay 2k at a time. With the remaining balance i played and i won! 3.500 euro! Here is where the scamming started from the casino. Normally verification is no problem but somehow now it was almost impossible. I send my documents more then 20 times! I send my documents to the whatsapp. Now they contacted their tech team and after 5 days still not so i contacted the company how does the verification. Kycaid and they replied and helped me! They verified my account after 7 days! At that moment i had 2.750 on my account. I had 3 days a withdraw pending of 500 and that one has to be paid out before making a new withdraw. So if this one has been paid i can finally withdraw 2000 euro! But now its 5 days later my withdraw is not paid. What do they say! My account is not verified! HOW! It was verified and now for a reason that nobody know my account is not verified anymore! Now i have to verify AGAIN and wait AGAIN! They make up stupid reasons to avoid paying out and its RIDICILIOUS! Angry as i am i thought let me verify again i have no choice and now i cant verify because i tried to many times. W T V ! Stupid as i am i keep on playing and off course it happened from 3.500 euro i went to 1.500 euro right now! Angry at myself i thought somebody needs to change my password so i would have at least the 1.500 euro! And what did they do! They changed my 1.500 euro balance, 1000 euro as bonus money! I NEVER DEPOSIT or USED ANY BONUS !!!!

I made screenshots of everything and i know i am 100% right and its clearly they do everything to avoid payment!

Please help me to solve this and in my opinion they need to pay me the 3.500 euro because then the fraud started!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has your account been fully verified in the meantime, or has the casino requested any additional documents from you? If so, please specify which documents were requested and when you submitted them.
• What types of games did you play to accumulate your winnings?
• Have you made any new deposits while waiting for your account to be verified? Did you activate any bonuses during this time?
• Are there any pending withdrawal requests currently in your account?

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

Best regards

Veronika

• Has your account been fully verified in the meantime, or has the casino requested any additional documents from you? If so, please specify which documents were requested and when you submitted them.

Yes, it was fully verified on the 17th of april.

This is the screenshot of the 2nd verification because you need to do 2 verification.

With the first one i also made some withdraws but the max is 500 euro and after 2nd verification it's 2000.

• What types of games did you play to accumulate your winnings?

Mostly Sweet Bonanza 1000x and some Monopoly Live but the big prices came from Sweet Bonanza.

Have you made any new deposits while waiting for your account to be verified? Did you activate any bonuses during this time?

This is the last deposit i made

Are there any pending withdrawal requests currently in your account?

Yes, the above one. Is still pending at this moment.

The last deposit i made (forgot the screenshot)

So i thought let me play on because their tech team is VERY slow. So i thought let met play and and wager the bonus (that has been made up in my opinion) so i kept playing and won. Now i have this. I made screenshots and everything and from now on i will not play untill my account is verified etc.

So when my account is verified i will cancel the bonus that will remove the 7,75 EUR!

And i will have the remaining real balance left but im so afraid they will come up with some excuse then.

So this is the status im trying to verify my account with the provider that does the verifications ( Kycaid)

I won't play anymore and withdraw the pending 500 that i have since the 15th and then i will cancel the bonus that will remove the 7 euro en the remaining balance of 3.600 euro i wil withdraw.

Believe me i can tell you already they will make up excuses not to pay.

Their contact point at whatssapp is also ignoring me at this point. Very strange !

I receive a update from their side:

After that i send a mail that i will give them 7 days and otherwise i will use a third party (Casino guru) so maybe it's better to not contact them yet untill the deadline has been passed. What is also strange they are checking if i did fraud or something. And my account is still open.

Thank you for keeping me updated. Could you please describe the issue with the bonuses in more detail?

How many bonuses have you activated at this casino?

Could you please send a screenshot of your complete bonus history?

Is there any bonus balance left in your account, or have you already cancelled your active bonus?

Al the bonus rewards etc

This is what they claim with the bonus issue

I canceled the the active bonus and you can see i had real balance left + i made already withdraws and you can't withdraw when you have bonus balance left.

They litterly make up some reason not to pay me out because i got so much proof there is no bonus involved at my winnings! Their bonus system also have some glitches.

This is where it first started where i SUDDENLY had 992 EUR cash bonus. So that means i won somewhere this amount after completing bonus. I asked where this come from. They did not answer.

Then i played and keep checking and gues what the bonus wins keeps changing AND the wager went up, down up, down. It litterly makes no sense!

This is the status of my account at this moment

i will not touch this untill they are done with their 'investigation'

Also very strange. They are investigating me but i received this mail

I found out that they want me to play.

I received today this mail

I responded with this

And this is the status of my account at this moment:

They completely ignore me by mail, whatsapp for 8 days straight.

Update:

The casino has now responded after a long period of silence, stating that an official response will be provided within 1–3 business days.

However, no explanation or resolution has been given so far.

My withdrawal has now been pending for over 13 days, and I have still not received any clear information about my account status or funds.

I will wait for their stated timeframe, but I expect a concrete resolution without further delay.

Dear GinoS

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, Kubo (jakub.m@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,

Veronika

Thank you for you reply.

I send the below mentioned e-mail:

Today they should make the decision based on their mail 3 days ago. There are 2 options that everything is solved my account is verfied again and the full amount is possible to withdraw (just like it should be) or they will come up with some made up story that makes no sense just like they are doing the whole time and then you can proceed the case.

I only accept the the real money balance + the pending withdraw of 500.

(keep in mind that this withdraw is pending for 16 days now)

I will give you a update if i hear something today.

They are F crazy!

They litterly taking 4.160 EUR of me that i won FAIRLY + I also asked what bet and everything and they don't answer that at al!

I can tell you right now this is also the last casino where i played online because in the 10+ years that i gamble online i FINALLY won a good amount and then the casino LITTERLY makes up some b*lls*t story not to pay me out! The casino just can make up any story and close your account and there is nothing you can do about it.

I also asked them twice for explaination which bet what game when just information and they come up with this. This can't not be valid!

Dear GinoS,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Buff Bets Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Buff Bets Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

I would like to once again request a detailed and transparent explanation regarding the confiscation of my winnings.

So far, I have only received general statements without any concrete evidence or specific information. I have already asked for these details at least three times, yet no clear answer has been provided.

Please clearly specify:

The exact bet(s) you claim violated your terms

The game name(s)

The exact date and time of the alleged violation

The stake amount(s)

The bonus involved (if applicable)

The specific term or rule you believe was breached

Technical or gameplay evidence supporting your accusation

At this point, I am not interested in another standard response or generic explanation. I expect a full and detailed report with factual evidence.

It is concerning that despite multiple requests, no concrete details have been provided yet. This only raises further doubts about the validity of your accusations.

As I already mentioned, some of the bets in question were placed with amounts that would not even have been possible under bonus restrictions, which further contradicts your claims.

I kindly ask you to provide a complete response directly in the Casino Guru complaint thread so the matter can be reviewed transparently.