The player from Bavaria deposited 30€ on two occasions, but the funds were debited from his bank account without being credited to his casino account. Despite providing bank statements and reaching out, he has not received a response from the casino.
Buran Casino - Player’s deposit has not been credited.
Amount: €60
Buran Casino
Safety Index:HighSafety Index
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8.5
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Case opened
Current status
Waiting for Casino Guru to reply
6d 17h 56m 4s
Case summary
6 hours ago
Public
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6 days ago
Translation
On 8-12-2024 and 10-12-2024, I deposited 30€ each, which were debited from my bank account but never credited to my player account. Contacting the casino has not been successful. This is not the first time with this casino. My bank statement was provided to the casino, but there has been no response to emails.
Automatic translation:
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6 days ago
Dear torri,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it might take some time before it’ll be credited to your casino account.
Kindly provide screenshots as evidence of the deposits not being credited on the casino's side here in the complaint thread. Alternatively, send the information to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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6 days ago
Translation
I don't know this payment provider, it is specified by the casino, I always want to pay with VR bank transfer
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6 hours ago
Dear torri,
Could you please confirm you contacted your bank and inquired about the transaction status?
Could you please share a screenshot as to how the transaction is recorded in your transaction history found in your player's profile?
Casino Guru is examining the case
