Spin Buffalo Casino - プレイヤーの撤退が遅れています。

Hello everyone,

I requested a withdrawal of 180€ from the casino Spinbuffalo listed by you, and I completed my KYC on 12/17/24. Unfortunately, I am still waiting in vain for a response regarding the status of the withdrawal. The live support shifts responsibility to another department, but only automated responses come from them. I have read several complaints from other players and fear that I might end up empty-handed.

Guten Tag Zusammen,

ich habe bei dem von euch aufgelisteten Casino Spinbuffalo eine Auszahlung von 180€ beantragt und seit dem 17.12.24 meine KYC abgeschlossen. Leider warte ich vergeblich auf eine Antwort bezüglich des Statuses der Auszahlung. Der Live Support schiebt die Verantwortlichkeit auf eine andere Abteilung, jedoch kommen von dieser nur Automatisierte Antworten. Ich habe mehrere Beschwerden von Spielern gelesen und fürchte mit leeren Händen auszugehen.

Dear dennism, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Have you received any confirmation that your verification process has been successfully completed?

Have you accumulated your winnings with or without a bonus?

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, 

Veronika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello Veronika,

I sent the following requested documents on December 16, 2024.

|Clear photo of your government-issued ID (passport or ID card)

Proof of address (utility bill or bank statement)

Proof of payment method (credit card picture, bank card, wallet screenshot, bank statement)|

The winnings come from real money and are not from bonuses.

Hallo Veronika,

ich habe am 16.12.24 die folgend gewünschten Unterlagen zugesendet.

|Clear photo of your government-issued ID (passport or ID card)

Proof of address (utility bill or bank statement)

Proof of payment method (credit card picture, bank card, wallet screenshot, bank statement)|

Die Gewinne stammen aus Echtgeld und sind nicht aus Bonus entstanden.

Thank you for your response.

Has the casino customer support sent you any updates regarding your withdrawal?

Have your identity documents been successfully verified?

If you have any recent communication with the casino, kindly forward it to me at veronika.f@casino.guru. Alternatively, you may post screenshots here.

Unfortunately no response from the casino, apart from the screenshots I sent.

Leider keine Antwort von dem Casino, bis auf die Screenshots die ich gesendet habe.

Thank you very much, dennism, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear dennism,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spin Buffalo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spin Buffalo Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 dennism,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Romi