Buff Bets Casino – generel debat (side 4)

Hello, GinoS,

let me give you a brief recap of the complaint, well, the casino's reputation to begin with. First of all, its current score is only 2.5, so I would stay away.

Basically it reflects the complaint overview, where we can see 5 cases lodged thus far, 3 already closed as unresolved, one resolved but through the autofeature withoutinviting the casino representative in. The last player remained silent, and thus the case was closed as "Player stopped responding".

What seems particularly noteworthy, at least to me, are the unresolved cases: two times "unresolved case," and the third was closed as "insufficient evidence from the casino"

The uncertain case result is based on the fact that the player refused to provide a bank statement to the casino and in the second case, the casino asked for the case to be reopened and then once more failed to respond properly... Details in the closing sumary:

"We engaged with the casino and encouraged them to reconsider the case, noting the player’s willingness to cooperate and that document alterations appeared to have been made to clarify missing information rather than to deceive. The casino reopened the case for additional review but ultimately closed it after failing to respond further. We closed the complaint as unresolved, acknowledging the casino’s right to enforce rules but questioning the proportionality of their actions given the circumstances."

All those players hail from the Netherlands, by the way.

Hope it helps in any way.

The rating was 5.9 before i was playing they became a 2.5 after me pushing with the case.

Thanks for the explaination (: I still think it's so weird that according to my case they litterly stole 4.250 EUR and they still oporate and just be open like nothing happened. Untill this day they ignore me with ALL the communication. I put more then 15 bad reviews and gues what completly ignore me. I tried to look for a lawyer but the charges are way too ridicilious. I send their license company more then 8 mails, and even the company that should check the license company and after more then 20 mails i litterly receive 0 response. Most of the people that are scammed like this just leave it but i mean after more then 10 years of gambling online and now for the first time i win this big and the casino just say you abuse the bonus and close my account and keep 4.250 and don't respond to anybody. Is there a possibility to reopen my case and that you try to contact them by app? +380 68 579 8686. I just can't accept this! The fact that i won 4.250 EUR is it that i also punt in more then 1.250 EUR and i lost that one as well.

I want to emphasize the rating drop among potential passive readers from your country, while respecting the details you wish to share, as they may resonate with others. I'm sorry you had to go through this ordeal; it seems the people leading this casino feel like everything is key and the matter is closed. Well, when it comes to contacting the casino, feel free to reopen the case, but I really cannot say whether WhatsApp contact is enough to get something done. They had a chance to reach out and provide proofs, but they chose not to explain their position. Not sure whether new contact changes the official approach, if you know what I mean. We could contact someone but the person was not interested in any form of cooperation.

Good afternoon Radka,

I honestly don’t know what else can be done with Buff Bets anymore.

The casino still appears to exist and operate, but getting any response from them seems almost impossible. Emails are ignored, complaints are ignored, and attempts to contact parties connected to them have led nowhere. In my own case, I have been trying for months to get proper answers regarding withheld/confiscated funds, without any meaningful resolution.

What makes this even more frustrating is that the casino is apparently still able to operate and attract players while existing complaints remain unresolved and communication has basically stopped.

Because Buff Bets seems to care about its presence and reputation on Trustpilot, I have now also formally reported them to Trustpilot.

Trustpilot has confirmed receipt of my report under Case #03349638 and has informed me that their team will review the information provided. They specifically stated that they will assess reports concerning buffbets.com, including whether the business may be operating illegally or whether there has been regulatory action against it. They also explained that, if they confirm the business is not suitable for Trustpilot, it can be removed from the platform, and confirmed regulatory action can result in an alert being placed on the company’s Trustpilot profile.

To be clear, I am not saying Trustpilot has already concluded that Buff Bets is operating illegally. They have confirmed that my report has been received and will be investigated.

At this point I would strongly encourage anyone else who has unresolved issues with Buff Bets — especially unpaid winnings, confiscated balances or unanswered complaints — to keep documenting everything and report their own experience through the appropriate channels as well.

It is becoming increasingly concerning that a casino can apparently continue to exist while simply not responding to serious player complaints.

I will update this thread if I receive anything further from Trustpilot, Buff Bets, their licence/regulatory contacts, or any of the other parties I have contacted.

I think I understand why you pay so much attention to Trustpilot. I see Trustpilot as a platform for consumer evaluations, but it isn't involved in official steps or investigations, including casinos' complaint procedures or ADR services. In my opinion, they have no connection to casinos' complaint procedures or gambling regulators or independent ADR services. Yet after our earlier discussion, I see it's probably one of the sites where you can share your experience, though only in a very limited, publicly visible form, since there is no forum as far as I can tell.

This is what I found:

"What Trustpilot Does and Does Not Do

• No Financial Investigations: Trustpilot is a review platform, not a law enforcement agency, financial regulator, or consumer protection authority. They do not have the legal power, access, or mandate to look into bank accounts, track stolen funds, or investigate commercial operations for fraud.
• Review Integrity Only: Their Content Integrity and Fraud teams only look into whether a company is buying fake positive reviews, hiding legitimate negative reviews, or misusing Trustpilot's widgets and branding. [1, 2]
• Consumer Warnings: If Trustpilot finds that a business is manipulating its reviews or engaging in severe guideline breaches, they may place a Consumer Warning or Consumer Alert banner on that company's profile page or take legal cease-and-desist actions regarding platform misuse. However, this is done to protect the integrity of the review system, not to recover consumer money. [1, 2]"

The key point in this case, as far as I can tell, remains the regulator and its insanely practical use of the dispute option for the player in need.

Did you have any update about your case?

I'm still trying to find their ADR company but i can't find it nowhere + they completely ignore me.

Update – BuffBets contacted me again

After several months without any meaningful communication, I unexpectedly received a new email directly from BuffBets Casino Administration today.

They told me that they have reviewed my case again with the relevant departments. They still maintain their position regarding the €4,100 confiscated balance and again claim that their Security Department identified "delayed bets" on my account.

However, despite all my previous requests — and the requests made during my complaint here on Casino Guru — they still have not provided the details of even one specific delayed bet. No date, time, game, provider, bet/round ID or wager amount has been provided.

What is new is that BuffBets has now offered a financial compromise. They are prepared to refund the difference between my total deposits and my successful withdrawals as a "gesture of goodwill" to resolve the dispute.

I appreciate that BuffBets has finally reopened communication and I see this as a positive development. I have replied that I am willing to discuss a fair resolution, but before considering their proposal I have asked them to confirm the exact amount being offered and, most importantly, to finally identify the specific delayed bets on which the confiscation was based.

I have also made clear that I am not asking them to disclose confidential security systems or detection methods. I am simply asking for the details of the bets on my own account that supposedly justify the confiscation of €4,100.

After everything that has happened, I sincerely hope BuffBets will continue communicating and that we can finally reach a fair resolution.

I will update this thread again when I receive their response.

Dear GinoS,

I must admit that I was skeptical. So, for me, this development is absolutely shocking news. I'm so glad your patience, perseverance, and patience appear to have been rewarded, if I may use that expression. It appears that it has proposed a starting point for compromise. I mean, it could be viewed as a goodwill gesture on the casino's part, but I understand why you still want concrete details about which larger amount was confiscated.

Makes total sense, of course.

Waiting here to see what comes next and wishing you the best outcome possible! 🍀

Hi Radka,

I wanted to provide another update because BuffBets has already responded to my latest email.

For the first time since this dispute started, BuffBets has now provided one specific example of what they claim was delayed betting.

They state that their Security Department identified activity involving Sweet Bonanza 1000 by Pragmatic Play between 18 and 21 April 2026.

As one example, they provided:

Game: Sweet Bonanza 1000

Provider: Pragmatic Play

Bet amount: €20

Bet date/time: 18 April 2026 at 19:41:31 UTC

According to BuffBets, this bet was placed using funds from the Bonus Account while the related winnings were credited to the Main Account.

I appreciate that they have finally provided a specific example. However, BuffBets themselves introduced this with the words "For example" and then stated that several similar situations were identified between 18 and 21 April.

They have not provided the other alleged instances, the bet/round ID for the example, the amount won from that bet, or a reconciliation showing how the alleged activity resulted in my entire disputed balance being invalidated.

I have therefore asked BuffBets to provide the details of all alleged delayed bets relied upon by their Security Department, including the dates, round IDs, stakes, winnings and the source/destination accounts.

I have also asked them to explain something I consider very important: what action did I personally perform that constituted delayed betting?

Their current explanation mainly describes what their system recorded regarding the Bonus Account and Main Account. I would like to understand what specific action by me allegedly violated their rules.

I also asked them to show how these specific bets resulted in the invalidation of my disputed balance of €4,148.69.

There is also an update regarding their proposed financial resolution.

BuffBets previously offered to refund:

Total successful deposits – Total successful withdrawals

I explicitly asked them to provide the exact amount of this offer. In their latest response, they again provided only the formula and said they would give me the exact calculation if I was interested in resolving the matter on that basis.

I have now confirmed that I am interested in receiving and considering their proposal, while making clear that this does not mean I accept their allegations, their proposed settlement basis, or waive my claim to the disputed balance.

I have therefore again asked them to simply provide the exact amount they are offering.

I am pleased that BuffBets is finally communicating and providing more information. At the same time, after all these months, I believe it is reasonable to request the complete evidence behind the decision rather than a single example, particularly when they themselves state that several instances were identified.

I have retained records from the relevant period and will review any further information they provide carefully.

For now, I am waiting for their response and will update this thread when I receive it.

Update – BuffBets has now responded with one specific example

As promised, I want to provide an update following my previous post.

BuffBets has now responded and, for the first time, provided one specific example of what they claim was a delayed bet.

They state that their Security Department identified several instances involving Sweet Bonanza 1000 by Pragmatic Play between 18 and 21 April 2026.

The example they provided was:

- Game: Sweet Bonanza 1000

- Provider: Pragmatic Play

- Bet amount: €20

- Bet time: 18 April 2026 at 19:41:31 UTC

- Time the related winnings were removed: 19 April 2026 at 19:32:29 UTC

According to BuffBets, the bet was made using bonus funds and the related winnings were credited to my main balance. They say their system automatically detected this and applied a protective wagering mechanism.

Because BuffBets specifically stated that there were several instances, I asked them to provide the details of all of the alleged instances, including the relevant round IDs, wager amounts, winnings, source/destination balances and the amount they consider invalid from each transaction.

I also asked them to explain how these alleged transactions resulted in the confiscation of my full disputed balance of €4,148.69 (€3,648.69 account balance + €500 pending withdrawal).

BuffBets has now refused to provide any further details.

They state that providing one example is sufficient, that their Security Department's conclusion is final, and that they will not discuss the delayed-betting issue any further.

There has also been an important development regarding their proposed financial resolution.

BuffBets previously offered to refund my successful deposits minus my successful withdrawals as a "goodwill" solution. However, they have still not told me what the actual amount of that proposal is.

They have now stated that they will only provide the calculation and continue discussing the proposed refund if I first confirm in writing that the matter concerning the alleged delayed bets is "fully and finally closed."

This is something I cannot agree to at this stage.

I have made clear that I am willing to seriously consider a fair and concrete settlement. However, I do not think it is reasonable for me to first close the underlying dispute and only afterwards be told how much BuffBets is actually offering.

I am not asking BuffBets to disclose confidential security algorithms or internal detection methods. I am asking for the account/game information supporting the confiscation of my own €4,148.69 balance, particularly because they themselves state that there were multiple alleged instances.

I have retained screenshots and contemporaneous records from the relevant period. For the moment, I will not publish all of that material while there is still a possibility of reaching an amicable resolution.

I genuinely hope BuffBets still wants to resolve this matter. I am willing to consider any concrete and reasonable proposal they make.

For now, however, I will not confirm that the underlying dispute is "fully and finally closed" without knowing the proposed settlement amount and while the complete basis for the confiscation remains undisclosed.

I will update this thread again if BuffBets contacts me with a concrete proposal or if there are any further developments.

Hi GinoS,

I see. If I'm not mistaken, the issue has escalated; the casino is not providing more details and instead wants a written statement that, upon mutual agreement, will close the matter.

At the same time, you have an example of problematic spin that serves more or less as an example. It's literally effortless to understand why you are not very fond of such closure.

I just wish the casino decided to respond to the complaint and explain their approach. All of this leads me to believe that the main goal is to resolve the situation for one side only.

Hi Radka,

Thank you for your response. There has now been another development, so I wanted to provide an update.

BuffBets contacted me again today, without me sending any further message to them.

Previously, they stated that they would only provide the actual refund calculation if I first confirmed in writing that the delayed betting matter was "fully and finally closed". I refused to do that, because I was not prepared to close a dispute of €4,148.69 without even knowing what amount they were offering.

Despite that, they have now provided the calculation anyway.

Their proposal is €807.97. They calculated this based on €2,635 in deposits, minus €1,500 in withdrawals, minus €184.45 in bonuses, and then deducted a further 15% commission.

I have rejected this proposal.

My position remains unchanged. BuffBets may consider the delayed betting issue closed from their side, but I do not. I have disputed their explanation since April and I still have not received the complete underlying betting and transaction information that would allow me to reconcile their allegations with what actually happened to my account and balance.

I have therefore asked BuffBets a very simple question: is €807.97 genuinely their final and highest settlement offer?

If it is, I have told them there is little purpose in continuing to exchange the same arguments by email and I will proceed with having the unresolved dispute dealt with through an appropriate independent third party.

I have been dealing with this since April. I am still open to a fair direct resolution, but I am not prepared to close a €4,148.69 dispute for €807.97 simply because BuffBets considers its own findings final.

I will update the forum again when I receive their answer.

Hi GinoS, thank you for keeping us up-to-date here. I think I understand your position; it probably feels a bit weird receiving calculations when your standpoint is focused on what basis you did something wrong in the first place. I don't know whether people in the casino think about this situation the same way, but I hope for the best ending possible.

🤞🍀

Hi Radka,

I wanted to provide another update on the current status of my dispute with BuffBets.

BuffBets has now provided the exact amount of the goodwill refund they were offering.

Their proposal was €807.97. They calculated this based on my total successful deposits (€2,635), minus successful withdrawals (€1,500), bonuses received (€184.45), and a further 15% commission.

I have formally rejected this offer.

My disputed balance remains €4,148.69 and, after everything that has happened since April, I do not consider €807.97 to be a reasonable settlement of the dispute.

However, I still prefer to give BuffBets one final opportunity to resolve this matter directly and amicably before proceeding through an independent ADR procedure.

I have therefore made BuffBets a final settlement proposal from my side:

I am prepared to accept €4,000 as full and final financial settlement of the dispute.

If BuffBets accepts this proposal and the €4,000 is successfully received, I will consider the financial dispute fully and finally resolved.

Following receipt of the agreed payment, I will also inform the relevant third parties and public platforms that I previously contacted that the dispute has been satisfactorily resolved.

I have made clear that this settlement proposal does not mean that I accept BuffBets' allegations regarding delayed betting or that I agree that the confiscation of my balance was justified. It is simply an attempt to bring a dispute that has now continued for several months to an amicable conclusion.

I have also made my position clear if BuffBets does not accept the €4,000 proposal.

That is completely fine with me, but in that case I have requested the name, contact details and procedure of the ADR provider currently appointed by BuffBets so that the entire dispute can finally be submitted for independent review.

At this stage I don't think there is much value in continuing to exchange emails repeating the same arguments. Either we can reach an amicable settlement directly, or an independent ADR can review the evidence from both sides and determine the outcome.

I am currently waiting for BuffBets' response to my €4,000 proposal and will update this thread again when I receive it.

This is the last mail and im waiting on a response. If they accept that would be nice no probleem then i will keep asking for their ADR information.

Hello GinoS,

I dare to say that I get what you aim for. Let's see how the casino responds to this. I agree that no further remail exchanges will solve anything, since both sides are aiming for different next steps, I wager.

For me, there's a significant difference between €807.97 without knowing what went wrong and €4,000 with the same condition.

I have still not received a response from BuffBets to my final settlement proposal.

As this dispute has already been ongoing since April, I have now followed up and formally requested the name, contact details and complaint procedure of BuffBets’ appointed ADR provider.

I have made it clear that I do not want the dispute to remain unresolved indefinitely. If BuffBets does not wish to resolve the matter directly, I am ready to proceed with an independent ADR review.

I will update this thread once I receive their response or the ADR details.

Sure thing, of course. I'll remain here for future updates. 🍀