The player from Germany forgot the password, and unfortunately, she wasn’t able to gain access to her account even with help from the support. The remaining balance is still held in the account. We rejected the complaint because the player didn't respond to our messages and questions.
Buran Casino - Player cannot log in to her account.
Amount: €1,000
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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, I accidentally forgot my password and requested a new password via the chat, this also happened, I received new access data 3 times and with the help of a computer specialist sitting next to me we were unable to get back into my account until the employees were in the chat gradually became outrageous, the fact is that I still have a credit of 1000 euros (earned) and can no longer get my money, what should I do now, take a lawyer? Thanks for reply lg
Automatic translation:
Public
Public
3 years ago
Hello Stefaniewagner,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you tried the password recovery function available in the window when you try to log in? It is very simple – you click on the option "Forgot your password?" then fill in your email address and the new password should be sent to you via email:
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hello I finally found out after 3 days that the account has been blocked,
So this case has actually been solved with a lot of nerve, now I'm waiting for a payment of 800 euros since July 4th. When asked, I was told that there would be a delay but no one can tell me why, as winnings should usually be done in 3-5 days via bank transfer. What should I do now?
Edited
Automatic translation:
Public
Public
3 years ago
Translation
Germany
2021-07-10 11:32 | PROCESSED
Hello I finally found out after 3 days that the account has been blocked,
So this case has actually been solved with a lot of nerve, now I'm waiting for a payment of 800 euros since July 4th. When asked, I was told that there would be a delay but no one can tell me why, as winnings should usually be done in 3-5 days via bank transfer. What should I do now?
Automatic translation:
Public
Public
3 years ago
Translation
I just looked at the 800 euros were simply canceled, what's that supposed to mean
Automatic translation:
Public
Public
3 years ago
Have you tried discussing the cancelled withdrawal with the casino directly? Would you be so kind and send me all the relevant communication between you and the casino to kristina.s@casino.guru?
