The player from Germany has experienced a technical problem when purchasing Free Spins. The issue was quickly resolved by the casino after investigation, therefore we have closed the complaint as 'resolved'.
Buran Casino - Player has experienced a technical glitch while playing.
Amount: €200
Buran Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hey dear Casino Guru team,
I had played Gates of Olympus online at Buran Casino on December 14th. After buying free spins for 80 cents, the site crashed several times and I was debited 200 euros from my account without having gambled it away. After I immediately wrote to the live chat and explained my problem to them, I was told that I would receive an email but nothing has come from them for 1 week. Please help
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2 years ago
Dear marioxx7,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to petronela.k@casino.guru? Please advise the exact time of the incident.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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2 years ago
Translation
Additional comments from the player:
"Hello dear Casino Guru team,
Unfortunately, I cannot trace the course of my game any further than 12/14/21. The 200 euros were debited on 13:21:21 at around 2 a.m., I immediately documented it. Is there a way to display my game history after December 14th?
Lg marioxx7
Sent from my iPad"
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2 years ago
Thank you very much, marioxx7, for your reply. Could you please advise how much you intended to pay for the Free Spins originally? Have you tried requesting the game history from the casino directly?
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2 years ago
Translation
Wanted to buy free spins for 80 euros. Then the page crashed and the money was gone without the free spins. Then I tried again and exactly the same thing happened. Yes, I tried, but as I said, I can't look further back.
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2 years ago
Dear marioxx7,
Is there at least a relevant communication between you and the casino that you could forward to me? Thank you.
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2 years ago
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I immediately wrote the live chat. They said they would check it out and contact me by email. Unfortunately nothing has arrived yet.
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2 years ago
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Have an up-to-date chat history from them. They wanted to have my game history but after certain days you can't just keep looking so these only show the game history up to a certain date.
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2 years ago
Thank you very much, marioxx7, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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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2 years ago
Hello Mario!
From now on, I will take care of your complaint. I would like to invite representatives of Buran Casino into this complaint in order to help us finding a solution for your issue.
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2 years ago
Good day,
Thank you for reaching out.
First of all, we would like to apologize for the delay. Due to the complexity of the investigation, it took us more time than expected.
We contacted the provider in order to complete the review of the reported issue. As a result, we discovered 4 bets (80 EUR each) that were debited from the player’s account but never played. We have returned the full amount of these bets back to the player’s account.
Thank you for your patience and understanding.
If you have any questions, please feel free to contact us at any time.
Sincerely,
Buran Casino
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2 years ago
Dear Mario,
Thanks to the reply of Buran Casino, it seems that your issue was already resolved. In order to close this complaint as 'resolved', I would like to ask you to confirm regaining of your lost balance.
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2 years ago
Hello Mario,
Thank you for informing us with the good news. 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.
