Buran Casino - Player’s dissatisfied with the bonus system.

Meiner Meinung nach komplette abzocke. Man bekommt einen Automatischen Bonus, den man nicht ablehnen kann, ist dann im Spielen schon komplett eingeschränkt, kann nicht mehr als 5€ setzten? Warum? Dann möchte man sein Geld auszahlen, weil das spielen so keinen Sinn macht, um bei einem anderen Casino zu spielen. Dann wird die Auszahlung verweigert, Grund, man muss das Geld was man einzahlt auch umsetzten. Aussage des Casinos, also Fazit das Geld was ich einzahle muss ich verspielen sonst kann ich es nicht auszahlen, alles klar, das ist für mich Betrug und solche Casinos gehören geschlossen! Achtung an jeden der dort spielen will!

Dear Jeremy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I would like to emphasize, that each casino has different bonus policy. A bonus is something like a gift from the casino and the casino has the right to decide which bonuses they want to offer, and which conditions are applied to them.

I checked the casino’s Bonus and General T&Cs, and I found out, that most bonuses are activated by contacting the support, and those automatically activated can be cancelled by, again, contacting the support.

Please note, a maximum bet is in fact an industry standard, and almost every casino has a maximum allowed bet applied to their bonuses. The same applies to wagering requirements – only a few casinos offer wager free bonuses.

I would recommend you checking out the casino’s General and Bonus T&Cs before you start playing to get familiar with the conditions and understand what to expect. In addition to that, you can always ask the casino’s support if you need any help.

Also, I would recommend you checking out our article about bonuses. You can find many useful information about playing with them there:

https://casino.guru/casino-bonuses

Unfortunately, currently I don’t see anything unfair from the casino’s side but correct me if I am wrong. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint, otherwise I will be forced to reject it.

Best regards,

Kristina

Es geht hierbei nicht um den Bonus. Das es dafür Bedingungen gibt ist mir bekannt.

Hier geht es darum, dass das eingezahlte Geld erst dann ausgezahlt werden kann wenn es mindestens einmal umgesetzt wurde, heißt ich zahle Geld ein merke es macht mir kein Spaß oder etwas klappt nicht und ich kann das Geld nicht wieder auszahlen weil ich es erstmal einmal umsetzten muss, im besten Fall habe ich dann alles verloren, das ist für mich Betrug und nicht korrekt. Es geht hier nicht ums spielen mit Bonus Geld sondern nur um das eingezahlte Geld, da der Bonus von mir storniert wurde.

Jeremy, I am sorry to tell you, but this is one of the standard AML (anti money laundering) rules. Not all casinos require this, but it isn't anything unfair. Some casinos ask their players to rollover the real money deposit 3-5 times (I've even seen 10x, in case the player played only live games), and it is still acceptable. This casino has only 1x rollover, and it is stated in the T&Cs (https://burancasino.com/en/rules) as well:

"6.8 Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than USD 0.50 (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer."

I am affraid, that we cannot help you in this case. Please, let me know if there is anything else, I could do for you.

Dear Jeremy,

Is there anything else, we could help you with? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will close your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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 and we will try our best to help.