Bluff Casino - El retiro del jugador se retrasa una vez que se cumple con el proceso KYC (Conozca a su cliente).

Summary of my complaint:

I am filing a formal complaint against Bluff Casino regarding an unjustified block on my withdrawal of approximately $10,000 USD, won through legitimate gameplay after fully completing all KYC verification steps requested by the casino.

Timeline of events:

I made a deposit and activated a welcome bonus offered by Bluff Casino.

While playing slots at a $2.00 bet, I hit a max win of approximately $10,000 USD.

I completed the full wagering/rollover requirement by playing various slots, including titles from Hacksaw Gaming (such as Le Bandit and others).

I submitted a withdrawal request for my winnings.

The casino requested KYC verification documents. I complied with every single document request made by their support team.

The casino then gave me a 72-hour deadline to review my account and release the withdrawal.

That 72-hour period has now expired with no update, no payment, and no clear explanation.

My withdrawal request remains blocked without justification.

What I have done to resolve this directly:

Contacted customer support multiple times.

Submitted all requested verification documents promptly and in full.

Waited beyond the deadline communicated by the casino.

I have also researched the casino's reputation online and followed them on social media — they appear to have a positive public image, which is why I am surprised and frustrated by this situation.

What I am requesting:

I am requesting the immediate release of my withdrawal of approximately $7700 USD, as I have:

Met all wagering requirements in full.

Complied with all KYC requests.

Waited beyond the casino's own stated deadline without resolution.

I have acted in good faith at every step of this process. The casino has not provided any valid reason for continuing to withhold my funds. I respectfully request Casino Guru's mediation to resolve this matter as soon as possible.

Withdrawal Blocked After Full KYC Completion — $7700usdt 72h Deadline Expired

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Stay safe.

Dear lucaslouro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please let me know which verification documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards

Petra

"I already provided all the documents requested by the platform 5 days ago, including ID, KYC verification video, proof of residence and bank statement. In addition, my account had already made 3 withdrawals previously without any problem, which shows that my verification was already being accepted by the company.

Today I was updated again only to be told that the verification is still pending, but without any concrete deadline for completion. The first deadline of 72 hours has already been exceeded.

"Eu já forneci todos os documentos solicitados pela plataforma faz 5 dias , incluindo identidade, vídeo de verificação KYC, comprovante de residência e extrato bancário. Além disso, minha conta já havia realizado 3 saques anteriormente sem qualquer problema, o que demonstra que minha verificação já vinha sendo aceita pela empresa.

Hoje fui novamente atualizado apenas com a informação de que a verificação continua pendente, porém sem qualquer prazo concreto para conclusão. O primeiro prazo informado de 72 horas já foi ultrapassado.

they updated Before they were claiming "pending verification". After insisting, they went on to say that you had "violated bonus rules" and removed the entire balance. This may show inconsistency in the platform's justification. they insist on not paying and not giving any plausible answer.

eles atulizaram Antes eles estavam alegando "verificação pendente". Depois da insistência, passaram a dizer que você teria "violado regras de bônus" e removeram todo o saldo. Isso pode demonstrar inconsistência na justificativa da plataforma. eles insisten e nao pagar e nen dar qualquer resposta plausivel.

Thank you for your reply and for providing the previous details, lucaslouro.

• Could you please clarify the exact date when you requested the withdrawal and when the whole balance was removed?
• Could you please update us on the current status of your bonus/game history if possible?
• Were there any specific reasons given for the blockage of your withdrawal, regarding the Bonus abuse?

You can send me all the evidence/ communication to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

May 20, 2026 1:30 AM I had the withdrawal denied and they asked for verification and as requested I did it , then on May 26, 2026 6:30 PM they withdrew my balance claiming that I abused the bonus about the bonus this is the current status plus my balance has already been withdrawn , this was the text presented by them saying why they will not pay the withdrawal , After a detailed analysis carried out by our Risk and Compliance Team, we have concluded the investigation into your recent gaming activity, bonus usage and withdrawal requests.

During the investigation, we identified gaming behavior and betting patterns that do not match the intended use of Bluff's promotional system and bonus mechanics. The analysis pointed to several indications related to low-risk gaming, bonus abuse and exploitation of promotional settings, including:

repetitive patterns of instant cash-in and instant cash-out;

structured play to minimize effective risk exposure;

strategic use of wallet mechanics during wagering with active bonuses;

and wagering activity on game features that should not be eligible for bonus participation as per the intended operation of the promotion.

Our investigation also concluded that a significant portion of the balance and resulting winnings originated from gambling activity related to an unintended promotional setup involving collector-style game mechanics, while the wagering requirements of the bonus were still active.

In accordance with our Terms & Conditions relating to:

bonus abuse;

low-risk, non-recreational play;

exploitation of promotional mechanics;

unintentional settings or operational issues;

and promotional advantage gained through abusive gaming patterns,

the associated bonus funds, winnings derived from the bonus and resulting balances have been deemed invalid and removed from the account.

Please note that Bluff reserves the right to void wagering contributions, bonuses, winnings and withdrawals when gambling activity is determined to be exploitation of wallet structures, promotional systems, game settings or unintended bonus eligibility in a manner inconsistent with fair recreational play and the intended operation of the platform.

This decision was made following an internal review of gaming records, wagering history and provider-related analysis.

Sincerely,

Risk and Compliance Team

May 20, 2026 1:30 AM eu tive o saque negado e pediram a verificacao e como solicitado eu fiz , depois no dia May 26, 2026 6:30 PM eles retiraram meu saldo alegando que abusei do bonus sobre o bonus esta assim o estado atual mais o meu saldo ja foi retirado , esse foi o texto apresentado por eles dizendo o porque que nao vao pagar o saque , Após uma análise detalhada realizada pela nossa Equipe de Risco e Conformidade, concluímos a investigação sobre sua atividade recente de jogo, uso de bônus e solicitações de saque.

Durante a investigação, identificamos comportamentos de jogo e padrões de apostas que não condizem com o uso pretendido do sistema promocional e das mecânicas de bônus do Bluff. A análise apontou vários indícios relacionados a jogos de baixo risco, abuso de bônus e exploração das configurações promocionais, incluindo:

padrões repetitivos de entrada e saída instantânea de dinheiro;

jogo estruturado para minimizar a exposição efetiva ao risco;

uso estratégico das mecânicas da carteira durante apostas com bônus ativos;

e atividade de apostas em recursos do jogo que não deveriam ser elegíveis para participação no bônus conforme a operação pretendida da promoção.

Nossa investigação também concluiu que uma parte significativa do saldo e dos ganhos resultantes originou-se de atividades de jogo relacionadas a uma configuração promocional não intencional envolvendo mecânicas de jogo estilo colecionador, enquanto os requisitos de apostas do bônus ainda estavam ativos.

De acordo com nossos Termos & Condições relacionados a:

abuso de bônus;

jogo de baixo risco e não recreativo;

exploração das mecânicas promocionais;

configurações ou questões operacionais não intencionais;

e vantagem promocional obtida por meio de padrões abusivos de jogo,

os fundos de bônus associados, os ganhos derivados do bônus e os saldos resultantes foram considerados inválidos e removidos da conta.

Por favor, note que o Bluff reserva-se o direito de anular contribuições de apostas, bônus, ganhos e saques quando a atividade de jogo for determinada como exploração das estruturas da carteira, sistemas promocionais, configurações de jogos ou elegibilidade de bônus não intencional, de forma inconsistente com o jogo recreativo justo e a operação pretendida da plataforma.

Essa decisão foi tomada após uma revisão interna dos registros de jogo, histórico de apostas e análise relacionada ao provedor.

Atenciosamente,

Equipe de Risco e Conformidade

Thank you for your reply and for providing the previous details, lucaslouro.

• I have checked your bonus history and would like to clarify whether your winnings were accumulated through the Sports Bonuses or through previously played slot games.
• Additionally, which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Thank you again for your cooperation.

It was a slot bonus. I completed the rollover and tried to use the same payment method as before, but was unable to withdraw my entire balance.

Foi um bônus de caça-níqueis. Concluí todo o rollover e tentei utilizar a mesma forma de pagamento que foi usada anteriormente mais não foi possível sacar todo meu saldo .

Dear lucaslouro

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 Martina (martina.b@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,

Petra