Buff Bets Casino - Povlačenje igrača je odloženo zbog problema sa KYC-om.

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 The first 500 was accepted within minuts and succesfully withdrawn.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.

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 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.

Hey as for the first question i have one withdrawal pending of 500 since thats the limit per transaction but this is pending now for 3 weeks?

Second question the date im not sure was a day after i initiated the withdrawal and was asked a day after i finished the first part of the kyc.

As for the third question yes i trier creditcard and 2 bank statements uneditited. As these were not accepted i tought it was an issue with my name and then i started tempering with the files. But in the end they gave the same error.

Dear Exileeee,

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, Michal (michal.k@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.

Hello Exileeee,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Buff Bets Casino to join the conversation.

Dear Buff Bets Casino,

Can you please provide clarification on why the multiple documents the player provided for the KYC verification process were not accepted? While I understand that documents are typically uploaded through the automated system within the player’s account, the player has indicated that this system may not be functioning properly in this case. What other, if any, documents should the player provide to help move on with the verification process?

Should there be any other factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

Hello Exileeee and Michal,

We would like to clarify that our verification process is handled through an automated system, which is designed to ensure a fast and secure KYC procedure. Under normal circumstances, this system operates without issues, and we do not experience problems with standard account verifications.

In this particular case, the system was unable to recognize the submitted document as valid and, therefore, rejected the verification.

Additionally, our system detected signs that the uploaded documents may have been edited or altered. We would like to note that uploading edited or altered documents is not allowed and may be treated as suspicious activity during the verification process. As a result, these were flagged as potentially fraudulent. Due to this, a protective mechanism was triggered, which led to the rollback of the previously completed verification step and the removal of the player’s verification status entirely.

As a result of this detection, the system has temporarily marked the player’s account as potentially risky. 

Kind regards,

BuffBets Team

Hello buffbets as explained in my previous communication with u and casinoguru i explained numerous times that i uploaded my original files. Including my ING bank my REVOLUT bank numerous credicards which al flagged wrong by ur system. As support lend me no hand and u left me no choice i had to try diffrent methods as it was the same error over and over. Name does not match file. And the only thing i could think of, of which i also said 100 times is my name i d.wamelink on my files while on site i was obvious danny. The only thing i alterd was my name. To which i also communicated to u many times. And again to which u never helped me in any way.

Dear Exileeee,

Please forward all documents that you provided the casino team for the KYC and/or AML check to me at michal.k@casino.guru for an independent review.

I acknowledge your response, " Name does not match file. And the only thing i could think of, of which i also said 100 times is my name i d.wamelink on my files while on site i was obvious danny. The only thing i alterd was my name. To which i also communicated to u many times." and you might have done that without any ill intent, however, it is important to remember that any documents required for the verification must be provided in it's original, unaltered or unedited form. This is a industry standard rule.

Nevertheless, I need to review the documents to establish how to move forward.

Dear Buff Bets Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

send both the alterd and unalterd files.

Hello there, 

We would like to inform you that we have already sent an email to the address provided by Casino Guru regarding this matter.

Our Casino is interested in resolving this situation fairly. We operate as an honest Casino and strictly follow our Terms and Conditions and verification procedures.

At the same time, we would like to once again emphasize that submitting edited, altered, or falsified documents is strictly prohibited under our rules and may be treated as fraudulent activity.

We appreciate your understanding and cooperation regarding this matter.

Kind refards,

BuffBets Casino

lol u guys are funny. u keep repeating the same stuff over and over. and after 3 months dealing with this out of nowhere today u send me an email KYC failed because of tempering. ONLY TODAY u sent this. AFTER 3 months of argueing with u about this problem. AND not for the fact i came to u for help many times before my original KYC also failed becuase of ur faulty system. but then u refused to elobarate or help in any way. ''our system is perfect and cant fail'' the same nonsense over and over. Stop lying and be truthfull how hard is it to find a solution for this issue. i have came to u guys 100 times already being open to send al my files in one way or another to verify my account. i am even open to do a video call w/e u guys want to verify. but to al my solutions i offer u ignore or refuse to cooporate.

Dear Exileeee,

Thank you for your response. You have raised several reasonable points.

Dear BuffBets Casino,

Thank you for your response and your email. I have responded back.

I fully acknowledge the relevant rule and confirm that, as a standard industry and compliance requirement, players are not permitted to submit invalid, altered, edited or falsified documents during the verification process. We at Casino Guru fully respect and support this principle.

That being said, in this particular case, it appears the player may have modified the document solely because their full name was not displayed on the original ING bank statement, rather than with the intention of misleading the verification process or concealing their identity. The player even informed you about this transparently.

The player has also attempted to provide additional documents in their original, unedited form and, as mentioned above, remains willing to undergo a video verification call to confirm their identity. These factors further appear to contradict the potential assumption that there was an intention to mislead the verification process or conceal their identity.

I would therefore strongly encourage you to take these circumstances into consideration when reassessing the matter.

I remain hopeful that we can still find a reasonable way to resolve this situation to the mutual satisfaction of all parties involved.

Hello, everyone.

We understand your position and appreciate that you shared your concerns regarding this matter. At the same time, we would like to clarify the position of the Casino and explain the reasons behind the final decision made by our administration.

During the verification process, the documents submitted to our system did not pass the required security checks. Following an internal review conducted by our Security Department, it was determined that one of the uploaded documents showed signs of manual editing. According to the Casino’s Terms and Conditions and internal security policies, the submission of edited or altered documents is considered a serious violation of our rules and the principles of fair gaming.

For this reason, the Security Department submitted the case for administrative review, after which the decision was made to close the account and cancel the remaining balance and winnings associated with the account activity.

We would also like to note that, prior to the verification review, a withdrawal request in the amount of 500 EUR had already been processed through our fast withdrawal system. In addition, as part of standard Casino operations, various processing and provider-related costs are incurred throughout gameplay activity. Although this was not the determining factor in the final decision, we believe it is important to mention that the Casino did not restrict or reverse the withdrawal already processed to the player and did not receive any financial benefit from this situation. We consider this approach to be fair and balanced under the circumstances.

We understand that this situation may be disappointing for you, and we sincerely regret any frustration it may have caused. However, after a full review of the account activity and verification process, the Casino administration concluded that the actions on the account were not in line with our Terms and Conditions and fair play standards that apply equally to all users of the platform.

The decision regarding the account has now been finalized by the Casino administration.

Kind regards,

The Buffbets Casino

Dear BuffBets Casino Team,

Thank you for your detailed response and for clarifying the reasoning behind your decision.

I fully understand and respect the importance of maintaining verification and security procedures, particularly in situations involving edited or altered documentation. Such rules are clearly an essential part of AML, KYC, and fair gaming obligations, and I do not dispute the Casino’s right to investigate and address potential violations accordingly.

At the same time, I believe it is equally important to consider the surrounding circumstances and the apparent intent behind the player’s actions. In this case, the available information suggests the modification has been made in an attempt to display missing information (full name instead of just the initial) on the document, rather than to falsify ownership, conceal identity, or gain an unfair advantage. The player has also communicated openly about this and expressed willingness to provide alternative original documentation and participate in additional verification measures, including a video call.

I appreciate that you have already honored the previously processed withdrawal and recognize this as part of a balanced approach. However, I would respectfully suggest that adopting a more user-oriented and proportionate approach in cases such as this would not undermine the Casino’s rules or security standards. On the contrary, allowing room for additional verification opportunities where there is no clear evidence of fraudulent intent can demonstrate that you value fairness, transparency, and reasonable treatment of your customers alongside strict compliance enforcement.

Naturally, every operator has the right to enforce its Terms and Conditions. Nevertheless, distinguishing between deliberate fraud attempts and potentially misguided efforts by players to satisfy verification requirements can often help strengthen player trust and reinforce the perception of fair treatment.

With this in mind, I would kindly encourage the Casino administration to reconsider whether an exceptional resolution may still be possible in this particular case, especially considering the player’s willingness to cooperate fully with further verification procedures.

Hello everyone!

We would like to inform that the casino administration has decided to reopen and review player's case once again.

The relevant department will conduct an additional review of all related information and circumstances connected to player's account and this situation.

After the review is completed, we will provide with a final response within approximately 3–5 business days.

We appreciate your patience and understanding during this process.

Kind regards,

The Buffbets Casino

Dear BuffBets Casino Team,

Thank you for your response and for your willingness to review the matter once again.

I appreciate your continued engagement in this case and remain hopeful that, through constructive communication and consideration of the overall circumstances, a fair and mutually acceptable resolution can still be reached.

I look forward to your further update and remain open to continued cooperation in resolving the matter.

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.

Now they go radio silence? .....

Dear Anatude06,

Unfortunately, I have not received any further response from the casino despite my attempts to continue the discussion.

As I mentioned previously, from a strictly technical standpoint, a breach of the casino's rules did occur, and the casino therefore had a basis for taking action. However, when assessing cases of this nature, I believe it is equally important to consider the broader circumstances and the apparent intent behind the player's actions.

Based on the information available to me, the modification in question appears to have been made for the purpose of displaying complete information on the document (the full name rather than an initial), rather than to misrepresent ownership, conceal identity, circumvent verification procedures, or obtain any unfair advantage.

For this reason, while I acknowledge the casino's position and its right to enforce its rules, I am not in a position to fully endorse the proportionality of the measures taken in this case. In my view, the circumstances do not align comfortably with the principles of fairness, transparency, and proportionality that we seek to promote and advocate for during the complaint resolution process.

Regrettably, without further engagement from the casino, my ability to influence the outcome is limited. Nevertheless, I wanted to provide you with an honest assessment of my findings and position regarding the matter.

Since no advancements have been made despite my multiple attempt to reaching out to the casino team I'm forced to close this case as unresolved at the moment.

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 and resolve your case, we will reopen the complaint, and you will be notified by email. I am sorry we could not be of more help on this occasion.

If you want to pursue your case further, you can reach out to the Anjouan Gaming Authority and submit a complaint with them. Please note that their complaint-handling process has recently changed, as outlined on their website in the Third-Party Complaint Policy | Anjouan Gaming

According to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs.

As Buff Bets Casino has not fully engaged within our own dispute resolution process as an independent dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to conduct a further review of the matter and, if appropriate, take action that could potentially contribute to resolving your issue. Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Kind regards,

Michal

Casino Guru