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.
Buran Casino - Player's winnings are being delayed.
Amount: €1,500
Buran Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.5
Buran Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
They are stalling with supposed delays to avoid paying me the amount I legally won.
Automatic translation:
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2 months 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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2 months 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
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2 months 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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1 month 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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1 month 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 month 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
