Buran Casino - Player's funds were utilized without consent.

Hello, I made a withdrawal of 500 Euros on my account on 25/05/2024. After a few hours, I logged into my account and found the money had disappeared while playing slots, without my consent, by a third party. I spoke to customer service and they said they would close the account, which they did, however, I'm still waiting on a response from the security department. The issue is that the funds disappeared without my consent. I'm unsure if I will get my money back or if I will lose it. I am very disappointed with Buran Casino!!!

Additionally, today I received several emails from Buran Casino about a password change, written in German. Please refer to the attached images!!!

Dear BlackJokerPro,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with Buran Casino.

To help us understand your situation better and assist you more effectively, could you please provide the following information:

• The exact time you initiated the withdrawal of 500 Euros on 25/05/2024.
• Any additional communication you’ve had with Buran Casino’s customer service regarding this issue.
• Details about when and how you discovered the unauthorized activity on your account.

If you have any relevant communication that might help us understand your case better, please forward it to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good evening, I can't say the exact time because I don't remember 25/05/2024 at around 18:00 when I made the withdrawal of 500 euros.

after 3 hours when I entered the buran casino to see the progress of the withdrawal the amount had been played in difference, games (slots) the issue is for the security department to see that it was done by third parties and to credit the amount to my account please!!!

Hi BlackJokerPro,

• Did you contact the casino immediately to inform them about the unauthorized access to your casino account?
• Can you confirm that you didn't share your login information with any third party?
• Could you please request and forward your game history to petronela.k@casino.guru?

Thank you.

I contacted immediately when they played the amount from my withdrawal I have not received an email from the casino yet

confirm how can i? I gave my account information to the service department, they froze it and they said they will check it..

unfortunately I won't be able to send you the history because my account has been frozen (it's closed)..

i just need to get the amount back please it's so unfair if i lose the money!!!

Thank you very much, BlackJokerPro, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello BlackJokerPro,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Buran Casino,

Could you possibly provide additional information regarding the case and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hi there doesn't seem to be a rep connected to the chat and I still haven't had an email from the security department!!!

Dear all,

Thank you for reaching out!

Please be informed that we have conducted a thorough investigation of the customer's account.

After reviewing the account, we did not find any evidence of unauthorized access by a third party.

In addition, we would like to bring your attention to the following articles from our terms and conditions, which were accepted by you during the registration of your account:

3.3 You must keep your login/username and password confidential and not disclose this information to third parties. You are solely responsible for any kind of action and/or transaction that are made using your account. Any party that enters your account using the correct login and password will be considered as you and any transactions will be considered as valid and made by you. We shall not be liable or responsible for third parties accessing your account or for any losses connected with the unauthorized use of your account; all such unauthorized use will be considered your own use.

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Based on the aforementioned article, we regret to inform you that a refund is not available for the account in question.

We hope this clarifies the case.

Best regards,

BuranCasino administration

Dear Buran Casino,

Thank you for the update. Just to be sure, would you be able and willing to provide me with player's history and the authorization journal (logs showing from which IP addresses players accessing their accounts)?

Please, send all the evidence to michal.v@casino.guru.

Dear Michal,

We have sent you an email with the requested details and some additional explanation of our findings.

We hope this helps justify our decision.

Best regards,

BuranCasino

Thank you, Buran Casino for the email. I have emailed you back with further questions.

I am waiting for your reply.

Dear BlackJokerPro,

From the evidence I was able to review, it seems like the withdrawal of 500 eur in question was canceled by the provider after the connection of the alleged 3rd party (different IP address) was terminated, meaning the funds could not be played down, since the funds were locked while the withdrawal request was still active. That would mean that the funds could have been played down only by yourself.

Can you provide a comment or evidence that would contradict this claim?