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.

Kubo, can you change the amount to 4.140 EUR

It's the balance of 3.640 + 500 EUR (withdraw) that was pending since the 15th of april.

I really don't understand that in 3 weeks time they did not send/show any proof dat i did what they say i did. I send more then 20-25 screenshots and untill this day nothing happened.

Hello, everyone. 

We would like to provide clarification regarding the decision made on player's account.

According to our internal investigation and the conclusion of our Anti-Fraud Department, player's gaming activity violated our Fair Play Policy and the Terms and Conditions of the Casino.

Specifically, player placed a bet of 20 EUR using bonus funds and immediately exited the game session afterward. According to our rules, such activity is considered a violation of the principles of fair gaming. In such cases, the bonus balance and related winnings may be reset to zero.

Based on the results of the review, our administration made the decision to close playes's account and cancel the winnings associated with this activity.

At the same time, we acknowledge that the account should have been restricted immediately after the violation was detected, instead of allowing further gameplay and balance accumulation. However, this does not change the final conclusion of our investigation regarding the nature of the activity on the account.

We understand that this situation may be disappointing for you, and we regret any frustration it may have caused. Nevertheless, the Casino administration has completed its review and determined that the actions on the account were contrary to our rules and the principles of fair play that we apply to all players equally.

Our Casino operates in accordance with internal security procedures and is committed to maintaining a fair gaming environment for all users.

Kind regards,

BuffBets Casino

Your own statement confirms that the alleged violation was detected earlier, yet my account remained fully active afterwards.

After that moment, I made more than 20 additional real-money deposits and continued normal gameplay which was fully accepted by the casino without any restriction.

It is therefore unreasonable and disproportionate to confiscate all winnings and close the account only after significant winnings were accumulated.

What also makes this situation very questionable is that I repeatedly provided evidence that the bonus system itself was not functioning correctly, yet no clear proof or proper explanation has ever been provided by the casino despite multiple requests.

In addition, I was previously told that KYCAID was responsible for my account no longer being verified and that the casino itself "did not know" why this happened. Now, suddenly, after all of this, my account is accused of violating Fair Play rules and all winnings are confiscated.

If the activity was truly considered fraudulent, why was the account allowed to continue depositing and playing for such a long period afterwards?

I request:

the exact Terms & Conditions clause allegedly violated;

a breakdown of which winnings are supposedly connected to the bonus activity;

and actual evidence supporting these accusations.

At this point, the decision appears inconsistent, unfair, and unsupported by transparent evidence.

It is also disappointing to see that the casino appears to show very little willingness to properly engage with the concerns raised during this Casino Guru complaint.

Instead of transparently addressing the evidence and questions provided, the responses remain vague while serious accusations are being used to justify confiscating all winnings.

Dear Buff Bets Casino,

Thank you for offering further clarification on this matter. I would greatly appreciate it if you could provide a comprehensive list of all player deposits, including timestamps and amounts, from March 19 until the account closure.

Thank you for your assistance.

I respectfully disagree with the casino’s conclusion and I believe the accusations are unsupported.

The casino claims that placing a €20 bonus buy with bonus funds and then leaving the session constitutes a Fair Play violation. However, leaving a game session after placing a bet is completely normal player behavior and can happen for many legitimate reasons, such as connection issues, app crashes, battery failure, or simply choosing to continue later.

I would also like the casino to clearly specify:

the exact date and time this alleged violation occurred;

what specific advantage was supposedly gained;

This information has been asked now for more then 5 times and the only information they can give is that i bought a bonus round of 20 euro and left. I litterly bought hundreds of bonus rounds.

and what winnings were allegedly connected to this action.

At this point, no actual evidence of fraud, manipulation, multiple accounts, or intentional abuse has been provided, despite more than a month having passed.

Additionally, there is another important issue that has still not been properly addressed. At one point, my real-money balance was suddenly changed into bonus money by the casino itself. After this happened, WhatsApp support explicitly told me that I could continue playing. I even informed support myself that the situation did not seem correct and asked them to investigate it.

If the casino genuinely believed I was committing fraud or abusing bonuses, why was I encouraged to continue playing instead of the account being restricted immediately?

The casino itself admitted that the account should have been restricted immediately if a violation had truly occurred. Instead, they allowed continued gameplay, continued the verification process, and only raised these accusations once my account became fully verified and eligible for withdrawal.

It is also important to mention that prior to this situation, I had only received approximately €100–€150 in bonus funds in total, while I deposited many hundreds of euros more in real money myself. This was not a situation where someone was heavily exploiting bonuses without making substantial deposits.

The fact that after more than a month the casino still has not provided clear evidence, but continues to make broad accusations without properly substantiating them, raises serious concerns regarding the fairness and legitimacy of their actions.

For these reasons, I believe the confiscation of winnings and closure of the account is unfair, inconsistent, and disproportionate.

Hello there!

Could you please clarify for what purpose you require the detailed list of player deposits, including timestamps and amounts?

Please note that such information is considered internal Casino data and is not generally disclosed to third parties without a valid reason.

We appreciate your understanding and look forward to your clarification regarding this request.

Kind regards,

BuffBets Casino

I asked 5 times for proof and you did not provide any valid information and im not a 3rd party.

You know what is also very annoying. I do my best and send more then 20 a 25 documents with proof that it is NOT correct. It's a month further and i asked 6 times for any proof from their side. They completely ignored me with ALL the messages.

Dear Buff Bets Casino,

I apologize for my previous post and for requesting the list of the player’s deposits, as this is clearly not relevant to the matter at hand. I mixed this complaint up with another one - this was a clear human error on my side, and I apologize for the confusion.

Regarding your claims about the player’s disputed bet, what I had in mind was the player’s game log showing their full gameplay while playing with the bonus. Your explanation may suggest potentially abusive behavior; however, a critical part is still missing - namely, when the player returned to the game and claimed the winnings from the disputed bet, if any winnings were generated.

Could you please provide the game log, or the relevant part of it, showing when the disputed bet was placed and when any winnings from that bet were collected?

Please send it to my previously mentioned email address: jakub.m@casino.guru.

I apologize once again for the misunderstanding, and thank you for your cooperation.

And just like expected still not any evidence or proof. Ridicilious!

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.

Ridicilious!

You better give the maximum black points to this casino because i showed more then 15 documents of proof that its NOT correct. They litterly did not give any proof not 1 time! They litterly stol 4.160 EUR of me and they will get away with this. Thanks Buffbets to bully me away from gambling!

I send the below e-mail to them :

Dear Buff Bets Team,

I am writing to ask why there has been no further response from your side to the ongoing Casino Guru complaint regarding the allegations of fraud made against me.

Please do not respond with a generic statement claiming that the matter has already been explained, because that is simply not the case. To date, the only thing that has been communicated is that I allegedly committed fraud. No evidence, supporting documentation, or detailed explanation has been provided to me or to Casino Guru.

If you genuinely believe that I have violated your terms or committed fraud, then I respectfully request that you provide the evidence supporting these allegations and submit it to Casino Guru so that the complaint can be reviewed fairly and transparently.

Making serious accusations without presenting any proof is not an explanation. I therefore ask once again:

Why have you stopped responding to Casino Guru's requests?

What specific evidence do you have to support your allegations?

Why has no evidence been submitted to Casino Guru despite repeated requests?

I look forward to receiving a direct and substantive response rather than a generic statement that the matter has already been addressed.

Dear GinoS,

I have repeatedly tried to contact the casino, but unfortunately, I have not received any response to my further inquiries.

Without cooperation from the casino’s side, there is very little more we can do at this stage. Therefore, I will mark the complaint as unresolved in our system.

I understand that this is not a satisfactory outcome for you. However, unresolved complaints negatively affect the casino’s rating, which may encourage them to reconsider their approach.

If the casino decides to respond later, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo