The player from Baden-Württemberg has requested a withdrawal less than two weeks prior to submitting this complaint. The player later confirmed that he received his winnings, and this complaint could be closed as resolved.
Buran Casino - Player believes that their withdrawal has been delayed.
Amount: €1,500
Buran Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello,
I won 1800,- € at this casino.
According to their Terms and Conditions, you can request a maximum payout of 500,- € per day and only have 3 requests open at a time.
Currently, there is 500,- € in payout with status "Pending"
The processing time is given as 3-5 days per payout, followed by another 3-5 days of waiting.
If I understand correctly, it could take 4-5 weeks for me to receive the entire amount.
No documents have been requested so far.
I played without a bonus.
Automatic translation:
Public
Public
1 year ago
Dear Baron_von_Brenden,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Hello,
Please correct the amount of the complaint to €1500, €300 was still being played.
Payouts of €500 each were requested on September 17th/18th/19th, these are all still pending and can still be canceled.
Support is not helpful, there are no player protection offers on the site (limits or breaks), there is speculation that deposits will be canceled and gambled away.
Documents are currently not required
Edited
Automatic translation:
Public
Public
1 year ago
Dear Baron_von_Brenden,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
