The player from Germany experienced an issue where their account balance showed 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 filed a complaint with the casino but did not receive a response. The Complaints Team attempted to gather more information from the player regarding their betting history and communication with the casino, but the player did not respond to these requests. Consequently, the complaint was rejected due to insufficient information for further investigation.
Buran Casino - Player reports missing funds and account balance issues.
Amount: €177
Buran Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 days ago
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1 month 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.
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1 month 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
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1 month ago
Translation
I played with real money, no bonus and have been registered with the casino for about 3 years and spoke to the casino yesterday but they want a bet from me which I cannot name because all of a sudden all the money was gone and I was directed back to the homepage. As you can see in the picture, there is something wrong with the site and I still haven't got my money back.
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1 month ago
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I have now contacted the casino a few times and my money has still not been credited back
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1 month ago
Hello Secretownz,
Would it be possible to forward your full betting history where the missing funds are visible to nikolas.b@casino.guru for further review?
Looking forward to your response,
Regards,
Nick
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3 weeks ago
Dear Secretownz,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
Translation
As I said, the betting history is not set up or only shows 0€ everywhere, so I can't prove it, so have I now thrown my 177€ away or what? Such a rip-off to simply delete my money from my player account
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2 weeks ago
Hello Secretownz,
Thank you for the clarification.
Would it be at least possible to forward the communication between you and the casino regarding this matter before we would contact them? Please send it to nikolas.b@casino.guru.
Regards,
Nick
