HomeComplaintsBuran Casino - Player's winnings are being delayed.

Buran Casino - Player's winnings are being delayed.

Amount: €1,500

Buran Casino
Safety Index:Very high
Submitted: 27 Oct 2024 | Resolved : 14 Nov 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 week ago

The player from Portugal reported that their withdrawal from the casino was delayed. The player experienced issues with multiple withdrawals after initially successfully withdrawing 500 euros from a total winning of 2,000 euros. Following communication with the casino, all three pending withdrawals were eventually processed and received in her bank account.

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3 weeks ago
Translation

They are stalling with supposed delays to avoid paying me the amount I legally won.


Automatic translation:
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3 weeks ago

Dear andrea39zandrea,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise if your account has been fully verified?
  • Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
  • When did you request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

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3 weeks ago
Translation

What comes up is that my account doesn't need verification.

I won 2,000 euros on October 17th.

Since you can only withdraw 500 at a time, I withdrew 500 that day and another 500 on the remaining days.

The first withdrawal went well

The rest are rolling up.

Two of them said they were expired.

I had to request them again.

They should revise their security rating to very high. They're scammers

Automatic translation:
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3 weeks ago
Translation

They still don't process withdrawals

They rate the security of this casino as very high and are nothing more than scammers

Automatic translation:
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2 weeks ago

Dear andrea39zandrea,

Have you contacted casino support and requested assistance?

What response have you received?

If your issue persists, could you please share your communication regarding the issue between you and the casino? My email is tomas@casino.guru

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2 weeks ago
Translation

They've already sued. Finally

Automatic translation:
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2 weeks ago

Do I understand correctly all 3 withdrawals have been processed and received in your bank account?

May we consider the issue resolved?

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1 week ago

Sim

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1 week ago

Dear andrea39zandrea,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru 

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