Buran Casino - Player's bonuses were cancelled.

I made a deposit of 100 with the promise of a 50$ bonus, I also won a 60$ bonus on the crab game, both bonuses were canceled. I contacted support chat, they said they couldn't reactivate my bonus, cancelled without any reason, I won't be playing anymore..

Dear Gildemberg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you start playing with the bonuses or were they canceled immediately after the casino credited them to your account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello everything is fine ? I made the deposit and when you make the deposit you get the crab bonus, I entered the crab bonus and there I got another 60$ bonus to play whenever I want, and when I made the 100$ deposit I had already won 50$ bonus , to also activate whenever you want , well first I played my real money , when I went to activate the 50 bonus and the 60 $ crab bonus they simply disappeared from my account without me being able to play any of the 2 bonuses I won , I got in touch with support and they said they were canceled because I had won the 2 bonuses, I asked them to resolve and return me at least 1 because it is unfair, the answer was no that there were no possibilities, in another bookmaker almost the same thing happened and it was a matter of 1 minute they solved it, I was upset, because they offer the bonus and then cancel

Thank you very much for your reply, Gildemberg. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

unfortunately the casino does not let you see old conversations, when you close the chat, all conversations disappear

unfortunately the casino does not let you see old conversations, when you close the chat, all conversations disappear

unfortunately the casino doesn't let you see the old conversations, when you close the chat, all the conversations disappear, I tried to pull it but I couldn't

I sent you an email

Maybe you could contact casino support again and ask why they canceled your bonuses. We need this piece of information before we proceed with this complaint. Thank you for your understanding.

They canceled, claiming that I got the 2 bonuses, and I couldn't activate the 2 so they canceled, but they gave me the option to win the 2 so I thought it was very unfair

Do I understand correctly that you activated multiple free bonuses (free chips, free spin bonuses) consecutively?

That's what they claimed, I made a deposit and on that deposit I won 50% of the value 50 in bonuses, so far so good, but in the same promotion I was entitled to another bonus, the crab bonus, I won another 50 in the crab bonus, when I went to activate, my 2 bonuses disappeared, and when I went to make the deposit there it was written that I would win the 2 bonuses, and there is a possibility of winning another bonus in crab , I thought it was unfair because if I could not win the 2 bonus, why offer this to the player at the time of deposit, understand?

Could you please post here or forward me a screenshot of your bonus history?

they don't have the option to see bonus history... only the active ones, it's very difficult for the player that way.

Thank you very much, Gildemberg, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Gildemberg,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Buran Casino to join this conversation and share more information regarding the case.

Can you provide an explanation for why you have cancelled both bonuses?

Thank you.

Best regards,

Tomas

Dear Customer,

Thank you for reaching out to us.

We would like to inform you that your weekend 50% bonus was canceled by activating the cash crab bonus as per our following clause from the weekend bonus promotion:

• 15. This bonus can’t be combined with other bonuses (promotions) at the same time. If you activate another bonus or claim free spins while having an active bonus, the current active bonus and any corresponding winnings will be automatically removed.

However, we have re-credited your cash crab bonus of 60 BRL and you will be able to play this bonus after logging in to your gaming account.

Thank you for your understanding in this matter.

Best Regards,

BuranCasino

Thank you for returning the crab buran casino bonus , but as a player I wanted to leave a good tip , as you do not allow matched bonuses .

Do not give the player the option to win the 2 bonuses in the case, for example, the person makes the deposit and you offer 2 bonus options, but you cannot activate the 2, do you understand? In case you can't activate the 2, then don't give that option to win the 2 bonuses.. a constructive tip, thanks to casino guru for helping me, and thanks to buran casino for solving it.

Dear Gildemberg,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas