The player from Germany experiences an issue where their account balance shows as undefined after attempting to play with a €6 bet on the game Book of Ronin, resulting in the loss of their entire €180 balance. They have filed a complaint with the casino but have not received a response.
Buran Casino - Player reports missing funds and account balance issues.
Amount: €177
Buran Casino
Safety Index:Very highSafety Index
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9.3
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Case opened
Current status
Waiting for Casino Guru to reply
2d 21h 38m 33s
Case summary
4 days ago
Public
Public
5 days ago
Translation
I had €180 and wanted to play the game Book of Ronin. I spun once with a €6 bet and won €3. When I tried to spin a second time, all my money was gone except for the €3. Now even the €3 is gone, plus the €177. My balance now always shows as undefined. I have photos of this issue but can't upload them here due to repeated failures. However, I can send them separately in an email. I have already filed a complaint with the casino but have not received a response yet. I hope for assistance.
Automatic translation:
Public
Public
5 days ago
Hello Secretownz,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Buran Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you play with real money or a bonus?
- What exactly is visible in your betting history?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Casino Guru is examining the case
