Buran Casino - Player's account closed after a large win.

Salve, due giorni fa ho fatto una vincita molto alta su Buran casinó mi rendo conto della grossa cifra ma mi è stato prima bloccato l’account dove non è stato possibile nemmeno contattare l’assistenza con il mio account e più questa mattina mi ritrovo con l account chiuso senza nemmeno una mail di avviso.

Io non pretendo di avere quella cifra perché mi rendo conto che è alta ma nemmeno un conto chiuso e di aver perso completamente ogni cosa.

Grazie per il vostro aiuto

Hello Ninetta93,

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 accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Ciao nick

no il mio account non era verificato perché non c’è una sezione dove poter caricare i documenti. No nessun bonus erano soldi veri ma era solo la seconda volta che giocavo. Dopo avervi contattato mi hanno finalmente risposto ad una mail dicendo che hanno chiuso il conto per fare verifiche.

Buonasera vorrei aggiungere a quanto detto che il mio account è stato riaperto ma con l’importo di zero euro. Provando a contattare l assistenza tramite chat istantanea mi dicono che c’è 0 perché c’è in corso un prelievo da 500€ ma come già detto sul conto c’erano molti più soldi inoltre questo prelievo è in verifica dal 14/02/24 ma non mi è stata inviata nessuna mail dove mi si chiede la verifica di documenti o altro. Grazie per la vostra collaborazione

Hello Ninetta93,

Did you contact the casino regarding the missing funds? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Ciao Nick

si il casinó mi ha risposto dicendomi che è stato annullato tutto perché durante la sessione di gioco c’è stato un malfunzionamento del software. Però mi hanno tolto anche i soldi che avevo prima di giocare. Con il mio telefono non riesco a contattarli tramite chat e alle e-mail non mi rispondono.

Thank you Ninetta93 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ciao io ho inoltrato le conversazioni a chi mi avevate chiesto di farlo. Da qualche giorno la mia cronologia di gioco su buran è stata eliminata. Provo sempre a contattarli ma nulla.

Hello, Ninetta93,

I am sorry to hear about your unpleasant experience. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Buran Casino team,

Could you please provide us with a detailed explanation of the player's situation? What happened there and why were the disputed winnings invalid/confiscated? If we are talking about a breach of the casino's rules or a bug/malfunction, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

Thank you for contacting us.

We would like to inform you that we are gathering information and will email you once it's ready. Thank you for your patience.

Best regards,

BuranCasino.com

Dear Branislav,

Thank you for your patience.

Please be informed that we sent you an email to branislav.b@casino.guru. Looking forward to your reply.

Best regards,

BuranCasino.com

Greetings all,

I am sorry for the delay (vacation).

After reviewing all the provided information and details, the following was found out:

• The malfunction was clear, fully supported by the evidence from the casino, and it is obvious what happened there
• According to the game logs, the malfunction caused the user basically not to lose any bet during the period/session in question (February 13 and 14, 2024) and only the winnings were credited to the balance, while the bets had an increasing tendency during the play
• Once the error disappeared and the game started working properly, there were 3 lost bets of 50€ each (150€), then a few attempts to withdraw small amounts from the disputed invalid winnings followed, which were unsuccessful - logically, leaving one last withdrawal of 500€ pending there
• A "rollback" took place 2 days later, and all the incorrect/invalid bets were annulled so the balance got to the point where it really should have been
• The pending withdrawal of 500€ was later also cancelled, understandably, because the winnings were accumulated during the same session with the technical error
• Considering the fact the player had to be aware of the error because she tried to withdraw very shortly after the error disappeared and after it was clear that bets started being correctly deducted from the balance - there is nothing to restore, even if there was any balance before the error occurred
• Higher bets caused by using the error to accumulate the disputed invalid winnings and their following correct deduction from the balance at the end of the session in question led to losing more than it was in the balance before

Dear Ninetta93,

Based on all the above-stated, we are closing this complaint as unjustified. Players are obliged to inform the casino if there is any malfunction or system error, or if the casino mistakenly credits any illegitimate winnings to their balance, etc. This was not followed, and the rules were breached.

You basically lost only your initial deposit of 20€ or the winnings accumulated until the moment when the error occurred (something around 40€). Although you did not know the winnings would be considered invalid, you lost your legitimate balance after the error disappeared with 3 bets of 50€ each. Trying to use the error in your favour led to the loss of the remaining balance. The casino acted in accordance with its Terms and Conditions, and we accept it.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Buran Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru

Ciao Branislav grazie per aver chiarito il tutto, il casino non è stato così chiaro.

ci tengo a precisare però che io non mi sono accorta del malfunzionamento perché era il primo giorno che giocavo ad aviator per me era tutto normale probabilmente perché ho visto solo le scommesse salire. Grazie per il vostro impegno a risolvere il problema!