Buff Bets Casino - O jogador afirma que o seu pagamento foi atrasado.

I am writing regarding a significant delay with my withdrawal request on Buff Bets after big winnings.

Current situation:

• Withdrawal ID 3776 – requested on 18 April 2026 (€500 USDC)
• This withdrawal has now been pending for 11+ days (as of 29 April 2026)
• Current account balance: approximately €7,920

I have only completed basic verification (driver’s license) and have not submitted the additional secondary verification via KYCAID.

*I'm fine with the withdrawal limit of €500 given that it's processed in a timely manner!

Recent withdrawal history (showing previous successful payouts):

• ID 3734 – 17 April 2026 – €500 (balance €8,420)
• ID 3615 – 16 April 2026 – €500 (balance €8,920)
• ID 3316 – 10 April 2026 – €500 (balance €9,420)
• ID 3083 – 07 April 2026 – €500 (balance €7,205)
• ID 2860 – 02 April 2026 – €500 (balance €3,500)

I completely stopped playing on 07 April 2026 and have not placed any bets or spins since then. All activity since that date has been limited to requesting withdrawals.

Despite sending multiple (daily) polite follow-up emails to VIP BuffBets, I have only received repeated vague responses such as:

• "Your withdrawal is processing, kindly ask you to wait"
• "We have a lot of big wins…"
• "All withdrawals are processed in an orderly manner, unfortunately I cannot give an estimated time"

No estimated confirmation time has been provided even after 11 days.

I have been patient and cooperative, maintaining a clean USDC ERC20 transaction history and only playing with real money balance after meeting all wagering requirements. I respectfully request that Casino Guru assists in resolving this unreasonable delay.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear S666,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Karla,

I'm afraid this delay is just a stalling to replay and lose my winnings.

I have sent them another reminder today requesting status update of my withdrawal (ID 3776) which was created exactly on: 18-04-2026 12:58 - No response from Buffbets so far.

I still have around 7900 euros in my balance, other than the pending withdrawal, does that mean it might take 32 weeks to get the full balance out.. by December 2026 I will be fully paid!

My account is verified and I have had multiple successful withdrawals before. Nothing has changed and as I mentioned I haven't played since 7th of April.

Please advise!

Dear S666,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Status is still the same, withdrawal is pending and no response from Buffbets

Dea Karla,

Withdrawal is still pending and no update from Buffbets until now.

It has been 16 days so far, could you please assist here?

Update:

I just recived a reply from Buffbets stating that the finance team needs to verify my account in order to process the new one.

My profile is already verifed please see screenshot below, I don't need to do the Enhanced Verification to increase my limits!

After waiting for 17 days for my withdrawl, with lack of communication. I got a reply today to do full verification in order to proceed with the withdrawal.

Waiting for 17 days just to tell me now that the finance team wants to do full verification is absurd!

I would like to keep this case open please, in case of any surprises appear from Buffbets later.

Please see email communication attached, why do I have to provide a bank statement?

All my deposits and withdrawals have always been made exclusively via USDC ERC20 crypto, I have never used any bank account or fiat method

A bank statement contains very sensitive personal financial information and does not reflect my activity on Buffbets site since everything is done through crypto in my case.

Dear S666, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear Karla,

Thank you for your response and for looking into my case.

Here are the answers to your questions:

• Yes, I have made multiple successful withdrawals before. In April 2026 alone I successfully withdrew several €500 amounts (e.g. on 17 Apr, 16 Apr, 10 Apr, 7 Apr, etc.).
• My current winnings were accumulated from real money deposits (no active bonus at the time of winning).
• I only played slot games.
• I have attached screenshots of the email communication with my VIP manager regarding the delayed Withdrawal ID 3776 (requested on 18 April 2026). It has now been pending for 17 days with only vague responses.

Please let me know if you need any additional information or screenshots.

Thank you very much for your help.

Screenshot of successful withdrawals below

Dear S666,

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, Lucia, (lucia.s@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,

Karla Mayfly

Hello S666,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Buff Bets Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia,

Thank you for taking over my case.

To summarize:

• I have only completed basic verification.
• I have not done the additional KYCAID / secondary verification.
• I am fine with the €500 withdrawal limit.
• I have successfully withdrawn multiple €500 amounts in April using the same USDC wallet.
• Withdrawal ID 3776 (€500) has been pending since 18 April 2026 with only vague responses from the casino.

The casino is now requesting a bank statement. However, I refuse to submit this sensitive financial document because I have never used any bank account on their platform, all my deposits and withdrawals have always been made exclusively via USDC crypto.

I have attached the email correspondence with VIP manager showing the repeated delays and their latest request for additional documents.

Please let me know if you need any further information or screenshots.

Thank you very much for your help.

Hello, everyone.

We would like to provide a detailed clarification regarding the verification procedure on your account and explain the position of the Casino concerning this matter.

Please understand that account verification is a standard and necessary procedure applied by the Casino as part of our security, compliance, and fraud-prevention measures. These procedures are designed to protect both the player and the Casino platform, and they are applied equally to all users in accordance with our internal policies and Terms and Conditions.

As part of this process, our Security Department requested that you provide additional verification documents and information required to complete the review of your account and withdrawal activity.

We would like to emphasize that the Casino has the right to request additional verification and supporting documentation at any stage of the customer relationship. These rights are clearly stated in the Terms and Conditions available on our website, which every player accepts during registration.

In particular, we would like to refer to the following provisions:

Section "PLAYER RESPONSIBILITY", Clause 12:

"12. The Player agrees that the Casino has the right to require additional verification of their identity or their actions at the Casino website."

In addition, Section "CUSTOMER ACCOUNT", Clause 7 states the following:

"7. The Casino reserves the right to request identity verification at its sole discretion, at any stage of the customer relationship — including, but not limited to, prior to processing a withdrawal. Upon request, the player is obliged to provide accurate and valid documentation to confirm their identity, address, and financial activity."

You can read our rules on our website by clicking this link: https://buffbets.com/en/info-terms/terms-conditions

According to the internal review conducted by our Security Department, the verification procedure on your account could not be successfully completed because the requested verification requirements were not properly fulfilled.

Please understand that the Casino is obligated to follow internal security procedures and compliance standards in all cases involving account verification and withdrawal reviews. These measures are not intended to create inconvenience for players, but rather to ensure a safe, transparent, and fair gaming environment for all users of the platform.

Kind regards,

The BuffBets Casino

Dear Lucia,

Buff Bets has now responded. However, I would like to clarify the following points:

• I completed basic verification earlier and successfully made multiple €500 withdrawals in April 2026 (e.g. on 17 Apr, 16 Apr, 10 Apr, 7 Apr, etc.) using the same USDC wallet.
• All my deposits and withdrawals have always been made exclusively via USDC crypto, I have never used any bank account or fiat method on their platform.
• I am happy to provide evidence of my crypto deposits if needed.
• The casino is now requesting a bank statement, which contains highly sensitive personal financial information that does not reflect any of my activity on Buff Bets.
• Withdrawal ID 3776 (€500) has been pending since 18 April 2026 with only repeated vague responses.

I am happy to cooperate with reasonable verification requests, but I believe asking for a bank statement in this case is unnecessary and disproportionate.

Please let me know how we can proceed.

I've sent the following documents via email today to the VIP email address:

1. Driver's license
2. A utility Bill
3. Last three USDC deposits confirmation screenshots including transaction hash

Dear Lucia,

I wanted to update you on the latest communication with Buff Bets.

Today I sent them:

Driver’s license (PDF)

Phone bill (as proof of address)

Screenshots of my last three USDC deposits with transaction hashes

They replied that they do not accept scanned documents and are still requesting:

Actual picture of my ID

Electricity bill (not phone bill)

Bank statement (not older than 3 months)

I have clearly explained multiple times that all my deposits and withdrawals have been made exclusively via USDC ERC20 crypto. I have never used any bank account on their platform, so a bank statement contains no relevant information about my activity with Buff Bets and is highly sensitive personal data.

I am willing to provide a clear photo of my ID and an electricity bill, but I am not comfortable sending my bank statement for the reasons stated above.

Withdrawal ID 3776 is still pending since 18 April 2026.

Please let me know if you need any additional screenshots or information.

Thank you for your help.

Dear Buff Bets Casino,

Could you please clarify why the bank statement is required from the player? Providing a brief explanation would help the player better understand the purpose of this request and the necessity of submitting the document.

Thank you in advance for your assistance.

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 Lucia,

I wanted to give you a quick update on the latest communication.

Yesterday (19 May) I sent Buff Bets:

A clear photo of my Driver’s License

An electricity bill as proof of address

Today they replied that they have transferred the documents to the finance team and will come back with an update.

However, Withdrawal ID 3776 has now been pending for over 32 days (since 18 April 2026).

I am still not sending a bank statement, as all my deposits and withdrawals have been made exclusively via USDC ERC20 crypto and a bank statement would contain no relevant information.

Please let me know if you need any additional details or screenshots.

Thank you very much for your help.

Dear S666,

Thank you for providing the update. I would appreciate it if you could keep me informed about any further developments.

Dear Lucia,

I would like to provide a clear update on this ongoing issue.

Withdrawal ID 3776 (€500) has now been pending for 37 days (since 18 April 2026). This is an unreasonable and unjustified delay.

I completed basic verification earlier and successfully withdrew multiple €500 amounts in April using the same USDC wallet. Only after the balance remained high did the casino suddenly demand additional full verification, including a bank statement.

All my deposits and withdrawals have always been made exclusively via USDC crypto, I have never used any bank account on their platform. A bank statement is completely irrelevant and contains highly sensitive personal information.

I have already provided a clear photo of my Driver’s License and electricity bill as requested. Despite this, the casino continues to drag out the process with vague responses and unnecessary demands.

The casino is taking far too long to respond and complete this verification. After more than a month of delays, I still have no clear answer on when my withdrawal and winnings will finally be processed.

This is not a good way of treating players and is clearly damaging to player trust.

I believe this situation should be escalated to management for immediate resolution.

Dear Buff Bets Casino Team,

I would like to kindly request an update regarding the current status of the player’s account verification process. At this stage, we have not received any meaningful information or timeframe concerning the review, and we would appreciate greater transparency regarding the matter.

Please understand that prolonged periods without communication create unnecessary uncertainty for all parties involved. We would therefore appreciate it if you could provide us with a clear update on the progress of the review and advise whether any additional steps or documentation are required from the player’s side.

We look forward to your prompt response.

Dear Lucia,

I wanted to update you on the current status.

Withdrawal ID 3776 (€500) has now been pending for 41 days (since 18 April 2026). This is an excessive and unreasonable delay.

I provided a clear photo of my Driver’s License and electricity bill on 19 May as requested. The casino confirmed receipt on 20 May but has given no further update since then.

I have been fully cooperative, patient, and stopped playing completely since 7 April. All my deposits and withdrawals have always been made exclusively via USDC crypto.

After more than a month of stalling and vague responses, I demand that my pending withdrawal to be processsed immediately. Keep in mind my balance is still (7920 Euros) which I want to fully withdraw as well.

This level of delay and poor service is unacceptable.

Thank you for your assistance.

Dear Lucia,

Withdrawal ID 3776 has now been pending for 46 days (since 18 April). This is ridiculous.

I provided the requested documents on 19 May. The casino confirmed they sent it to finance on 20 May. Since then, nothing. Only vague "we are checking" replies.

I have stopped playing completely since 7 April.

This is clear stalling. They had no problem processing multiple withdrawals when my balance was high, but now that I want to cash out they are doing everything possible to delay further.

After 46 days of this nonsense, I expect my withdrawal to be processed immediately. This kind of behavior is not acceptable and feels like a deliberate attempt to prevent players from withdrawing their winnings.

Please treat this with urgency.

Dear Lucia,

Im very disappointed with the current situation.

My withdrawal has now been pending for over 47 days. The casino has still not provided any meaningful update or resolution.

This is the 4th time the response timer has been extended, and Buff Bets has failed to give any substantive reply, neither in this thread nor to my multiple emails.

At this point, this is clearly deliberate stalling. There is no valid reason for this month and half delay.

This level of service is completely unacceptable. Not processing player winnings for such a long time is one of the worst things a casino can do.

I urge you to treat this case with the urgency it deserves.

Dear Buff Bets Casino Team,

We are once again requesting an update regarding the current status of the player's account verification process.

To date, we have not received any meaningful information regarding the progress of the review, nor have we been provided with any estimated timeframe for its completion. The continued lack of communication is making it increasingly difficult to assess the situation and assist the player effectively.

If there are any outstanding concerns, additional verification requirements, or documents needed from the player's side, please specify them clearly so that the matter can move forward without further unnecessary delays.

We kindly ask that you provide a substantive update within the next 6 days. Should we fail to receive a response within this timeframe, we will unfortunately have no choice but to close the complaint as unresolved due to a lack of communication from the casino's side. Please note that unresolved complaints resulting from non-responsiveness may negatively affect the casino's rating on the Casino Guru website.

We trust that this matter can still be resolved through active cooperation and look forward to your prompt response.

Dear S666,

Unfortunately, as of today, we have not received a response from the casino. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Authority by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S