The player from Germany is inquiring about casino website accessibility. The casino managed to process the payment and it was already received by the player. The complaint is now resolved.
Buran Casino - Casino website seems to be blocked.
Amount: €500
Buran Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.5
Buran Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Buran Casino does not pay out € 500. Gaming site cannot be reached. May no longer be available in Germany. Accepted my registration on October 20th, 2021 and withdrew money. What can you do to get your credit.
Automatic translation:
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3 years ago
Dear Michael,
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 understand the whole situation completely. Could you please advise when was the last time when you succeeded in accessing your casino account? Was your account successfully verified in the past? Have you tried any other devices to access your account?
Additionally, please forward any relevant screenshots and try to clear cache & cookies. My email address is petronela.k@casino.guru.
I have tried reaching the website with the German VPN and didn't accept the same difficulties (please see below).
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Do I understand correctly that you have played and lost your winnings? How much is your active balance now?
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3 years ago
Translation
As you can see on the screenshot, I still have a credit of 500 €, that's the point, the sum is simply not paid out. MfG MF ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Thank you very much, Michael, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Michael!
I will take care of your complaint from now on. In order to proceed, please let me invite representatives of Buran Casino into this complaint in order to help us resolve the issue.
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3 years ago
Dear Customer,
Thank you for reaching out!
Be informed that your withdrawal request has been processed from our side. You should have received the email confirmation. Please note that money transfers may take 3-5 banking days.
Please, note that if you have any questions you can always contact our support in the Live Chat or via email for help.
Thank you for giving us the opportunity to assist you!
Sincerely,
BuranCasino.com
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3 years ago
Hello Michael!
Thanks to the reply of Buran Casino's representatives, it seems that your withdrawal is on your way. I will now set the timer for 7 days for you, please inform us once you'll receive your withdrawal.
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3 years ago
Translation
Thank you for your support, the amount of 500 € has been credited to my account today. MfG Michael F ***
Edited by a Casino Guru admin
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3 years ago
Dear Michael,
I am delighted to see that you received your withdrawal. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
