Buzz Bingo withdrawal issue

[Phoenix43]

Hi
On Monday morning, I won what you me is a sizeable amount of money on Buzz Bingo after making a small deposit via Apple pay.
I tried to make a withdrawal of £685 at about 9am, and received an error message saying the link didn't work.
I called customer support at 10am when they opened, and was told I needed to make a £5 deposit via a different payment method before they would be able to accept a withdrawal, which I promptly did.
A little while later, I spoke to someone via live chat, and she said it usually takes 24-48 hours to process the withdrawal but is often quicker, and she advised there was a chance it would be in my account the same day.
Unfortunately I haven't received the payment as yet, and I queried this yesterday via live chat.
I was told that the payment had "got stuck" on its way to my bank, and the funds were being returned back to my buzz bingo account, but this could take up to 72 hours, and I would need to log out and log back in etc.
i obviously didn't understand what he meant, and the advisor couldn't (or wouldn't) provide me with any further explanation.
Is a payment getting "stuck" normal? I've never had it with any other casino.
Also, I have never received any emails either confirming my original deposit, change of payment and confirmation of withdrawal, and when I asked about this, the advisor said they don't provide any emails such as above.
Again, is this normal?
I'm obviously very concerned about this whole situation, and don't know what to do.
Any advice gratefully appreciated.

See Related Threads:

• Foxy Bingo Withdrawal Issue
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• Luck Charm Bingo/Casino
• Foxy Bingo

 

[PMKFRUITPRO]

As long as it’s above board you will get your money. I had a similar problem with foxy bingo(the same group)in that they let me deposit with a monzo MasterCard but claimed they couldn’t process withdrawals to it. Even tho other sites in the group did.

I then had to deposit via another method (bank Visa card) for them to process back to that method.

They are part of the gala coral group so are pretty reputable.

Withdrawals from coral / ladbrokes etc are normally processed the next day and depending on withdrawal method take no more then 48hrs to arrive after.

 

[Phoenix43]

The money is now back in my buzz bingo account, but only for £680, not £685. I'm onto live chat as I write this.

 

[Schind]

They are part of the gala coral group so are pretty reputable.

I could be wrong but I thought Buzz Bingo (online) and the bingo clubs they run were the bits of the old Gala that what is now Entain didn't take over and the Buzz Group is an independent company.

I used to play on the Buzz site but got frustrated as I only ever won anything when playing with bonuses and their restrictions meant I never got to withdraw anything. Gave up on them in April this year.

 

[PMKFRUITPRO]

Oh I could be wrong then, I thought they were all under Entain formerly GVC holdings?

Either way I would have thought fairly reputable.

 

[PMKFRUITPRO]

Yes just checked buzz is not part of GVC/Entain.

 

[Phoenix43]

The money is now back in my buzz bingo account, but only for £680, not £685. I'm onto live chat as I write this.

So I ended up ringing my bank and it's true that they declined the transaction, which apparently is a very rare occurrence, and due to the fact buzz didn't process the payment correctly, and/or provide enough info to verify it's my account. They asked me to go back to Buzz, and ask them to call the fraud dept at NatWest directly to resolve the issue. The other option would be for me to try to withdraw via bank transfer or PayPal and see what happens, but those payments take longer and it's already been 36 hours.
Called Buzz, they said they can't make the call, due to being in breach of GDPR, even though I said I gave my consent for details to be shared, and the bank would have to call them.
I tried calling the number the bank gave me for the fraud dept and there's a technical fault and no calls will be dealt with!
I'm at my wits end. I suppose I'm relieved to know Buzz were telling the truth, but the lack of info through the whole process has been appalling, and they're going out of their way NOT to help me, as they "can't step outside of process".
I've asked to speak to a manager, and the payment department, and finally the complaints department, but customer support are not allowed to transfer me.
I think I'm going to bite the bullet and try the withdrawal again via PayPal, which means another £5 deposit to add the payment method.
Thanks for all comments.

 

[Phoenix43]

I could be wrong but I thought Buzz Bingo (online) and the bingo clubs they run were the bits of the old Gala that what is now Entain didn't take over and the Buzz Group is an independent company.

I used to play on the Buzz site but got frustrated as I only ever won anything when playing with bonuses and their restrictions meant I never got to withdraw anything. Gave up on them in April this year.

In fairness, if you look beyond the obvious well known slots, they have some good original ones with very good RTPs. I won £356 in one bonus round yesterday, which came through after about my third or fourth spin at 30p. Can't really complain with that. It's just a shame there's issues when it comes to withdrawals.

 

[Phoenix43]

So I ended up ringing my bank and it's true that they declined the transaction, which apparently is a very rare occurrence, and due to the fact buzz didn't process the payment correctly, and/or provide enough info to verify it's my account. They asked me to go back to Buzz, and ask them to call the fraud dept at NatWest directly to resolve the issue. The other option would be for me to try to withdraw via bank transfer or PayPal and see what happens, but those payments take longer and it's already been 36 hours.
Called Buzz, they said they can't make the call, due to being in breach of GDPR, even though I said I gave my consent for details to be shared, and the bank would have to call them.
I tried calling the number the bank gave me for the fraud dept and there's a technical fault and no calls will be dealt with!
I'm at my wits end. I suppose I'm relieved to know Buzz were telling the truth, but the lack of info through the whole process has been appalling, and they're going out of their way NOT to help me, as they "can't step outside of process".
I've asked to speak to a manager, and the payment department, and finally the complaints department, but customer support are not allowed to transfer me.
I think I'm going to bite the bullet and try the withdrawal again via PayPal, which means another £5 deposit to add the payment method.
Thanks for all comments.

Also, when I originally called customer support the first time to clarify how to withdraw etc, I asked if they needed any verification documentation and they said no, which also concerned me.
Other sites I've played on ask the documentation before the very first deposit.

 

[Schind]

Also, when I originally called customer support the first time to clarify how to withdraw etc, I asked if they needed any verification documentation and they said no, which also concerned me.
Other sites I've played on ask the documentation before the very first deposit.

On another thread recently the subject of soft credit checks came up. Buzz did a soft check on me on the day I joined. That's all most companies I've joined up with in the past couple of years do. They'll have done the same to you.
I only bet low stakes so I've not been in a position to withdraw tens of thousands like some on here which I can understand can lead to more checks. Most I've withdrawn is £500 from Coral. No questions asked.

 

[cncas2123]

So I ended up ringing my bank and it's true that they declined the transaction, which apparently is a very rare occurrence, and due to the fact buzz didn't process the payment correctly, and/or provide enough info to verify it's my account. They asked me to go back to Buzz, and ask them to call the fraud dept at NatWest directly to resolve the issue. The other option would be for me to try to withdraw via bank transfer or PayPal and see what happens, but those payments take longer and it's already been 36 hours.
Called Buzz, they said they can't make the call, due to being in breach of GDPR, even though I said I gave my consent for details to be shared, and the bank would have to call them.
I tried calling the number the bank gave me for the fraud dept and there's a technical fault and no calls will be dealt with!
I'm at my wits end. I suppose I'm relieved to know Buzz were telling the truth, but the lack of info through the whole process has been appalling, and they're going out of their way NOT to help me, as they "can't step outside of process".
I've asked to speak to a manager, and the payment department, and finally the complaints department, but customer support are not allowed to transfer me.
I think I'm going to bite the bullet and try the withdrawal again via PayPal, which means another £5 deposit to add the payment method.
Thanks for all comments.

Played there a few times and every withdraw I made via Paypal was paid exactly an hour after withdrawal request was made, so I would recommend you go down the Paypal route.
Also never asked for documents and they never gave me any problem so for me they compare very favourably with many other sites who want to SOW or numerous documents if you try and withdraw a tenner.

 

[zoeann2020]

The money is now back in my buzz bingo account, but only for £680, not £685. I'm onto live chat as I write this.

Hi can I please ask how long you had to wait for the money to be returned to you as the sake thing has happened to me I made withdrawals no problem I won 870 pound and that withdrawal is stuck

 

[Phoenix43]

Hi can I please ask how long you had to wait for the money to be returned to you as the sake thing has happened to me I made withdrawals no problem I won 870 pound and that withdrawal is stuck

 

[Phoenix43]

Apologies for the slow reply. In the end, it was actually an issue with my bank and as soon as I switched to PayPal for the withdrawal, I was paid out immediately.
It's funny though, anytime I've played on there since, I've not had one single win to note!
I hope you managed to get it sorted.