Buzzcasino.com / Buzzbingo.com doesn’t allow withdrawal to be requested until KYC is approved

[unhappycustomer]

Hi All,

Another day, another problem

Buzzbingo.com / buzzcasino.com

I have not yet had any issue with withdrawals with this company yet. My two withdrawals requests have been promptly processed previously.


I proactively submitted KYC documents even though it was not requested for me.


Unfortunately, one of the utility bill got rejected (not sure why?) as every other company has accepted it. Anyways no problem, I submitted another company utility bill and it is currently waiting for review.

After it was rejected I did receive the KYC document request notification.

Then I won some this morning, so I thought let me withdraw the money before I lose it. I understand that the money will be held as pending until KYC is sorted but imagine to my shock, they don’t even allow you to withdraw in this interim stage.

I try to withdraw and this is what it shows (see attachment).

Is this allowed under UKGC? I thought you could withdrew whenever you wanted

 

[unhappycustomer]

Just to add to above, they have emailed very very promptly saying my documents have been approved. It looks like it was actioned first thing in the morning when KYC staff came online in office

 

[slot_zombie]

Horrible site, I signed up a while back and every single slot was on lowered RTP.

 

[jasonuk]

Unfortunately there are common misunderstandings when it comes to "reverse" withdrawals. An operator can cancel a withdrawal for a number of reasons, including documents. This is considered different to a reverse of a withdrawal (even though the end result is the same) because the operator is the one initiating the procedure and not the customer.

It would be nice to see this clarified - but it's an industry-wide issue rather than Buzz.

Horrible site, I signed up a while back and every single slot was on lowered RTP.

Remember they are a bingo operator first, so perhaps not a surprise their slots aren't the best. Saying that, they do run enough promotions that a low stakes casual slot player will probably make up the RTP shortfall, but for a higher stakes or regular player you are probably looking elsewhere.

I have played their bingo (VirtueFusion) in the past, and having chat hosts based in their UK offices is pretty decent - you can actually have a meaningful conversation with them, and being located with the rest of the business rather than a rent-a-mod in another part of the world they can get things resolved faster.

 

[unhappycustomer]

Unfortunately there are common misunderstandings when it comes to "reverse" withdrawals. An operator can cancel a withdrawal for a number of reasons, including documents. This is considered different to a reverse of a withdrawal (even though the end result is the same) because the operator is the one initiating the procedure and not the customer.

It would be nice to see this clarified - but it's an industry-wide issue rather than Buzz.


Remember they are a bingo operator first, so perhaps not a surprise their slots aren't the best. Saying that, they do run enough promotions that a low stakes casual slot player will probably make up the RTP shortfall, but for a higher stakes or regular player you are probably looking elsewhere.

I have played their bingo (VirtueFusion) in the past, and having chat hosts based in their UK offices is pretty decent - you can actually have a meaningful conversation with them, and being located with the rest of the business rather than a rent-a-mod in another part of the world they can get things resolved faster.

The issue is they didn’t not allow withdrawal to commence without doing KYC, sometimes these takes days and people end up losing their balance.

Anyways my account is now suspended pending call with their player protection team.

I have sent a withdrawal request as I can’t be bothered to play here with £10 max betting limits

 

[jasonuk]

The issue is they didn’t not allow withdrawal to commence without doing KYC, sometimes these takes days and people end up losing their balance.

Anyways my account is now suspended pending call with their player protection team.

Given what you mentioned in the Duelz thread, those large deposits will trigger Customer Due Diligence and may trigger Enhanced Due Diligence.

Again, that's imposed by the UKGC - it's not Duelz or Buzz at fault in that case. We do hear stories of companies that abuse the process and stall withdrawals based on speculative (to be polite, bogus if you're not) requests - but I don't believe this to be such a case.

I have sent a withdrawal request as I can’t be bothered to play here with £10 max betting limits

Many operators introduced £5 or £10 bet limits to pre-empt the UKGC imposing harsher limits (there was talk of £2 limits at one point), although the UKGC are going to cap slots at £5 later this year anyway. Unfortunately your play style is completely at odds with the UKGC worldview, so you're inevitably going to be one of those players that has the choice to stop playing or set sail.

 

[unhappycustomer]

Given what you mentioned in the Duelz thread, those large deposits will trigger Customer Due Diligence and may trigger Enhanced Due Diligence.

Again, that's imposed by the UKGC - it's not Duelz or Buzz at fault in that case. We do hear stories of companies that abuse the process and stall withdrawals based on speculative (to be polite, bogus if you're not) requests - but I don't believe this to be such a case.


Many operators introduced £5 or £10 bet limits to pre-empt the UKGC imposing harsher limits (there was talk of £2 limits at one point), although the UKGC are going to cap slots at £5 later this year anyway. Unfortunately your play style is completely at odds with the UKGC worldview, so you're inevitably going to be one of those players that has the choice to stop playing or set sail.

I am looking to do an exit before they do EDD