The player from Germany is dissatisfied with the withdrawal process. We ended up closing the case as resolved. The player was receiving his payments in increments of €500.
Buran Casino - Player’s withdrawal has been delayed.
Amount: €4,500
Buran Casino
Safety Index:Very 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.
9.2
Buran Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello everyone, I have the same problem as the user Stephan 6 months ago. I don't get a response to my withdrawal request. Just the hint that someone will contact you shortly. I played with no bonus and won. I wanted to pay out the profit. 4500 euros. Unfortunately, I was only able to enter 500 euros in my withdrawal request. Then I thought ok with new players that might be the case. I received an email that someone will be in touch shortly. After waiting several days, I talked to live support. This informed me that I should wait for an email. After waiting 2 days I canceled the payment and requested a new one in the hope that it would be faster. Unfortunately this is not the case. And nowhere is there a link or reference to verification. Another colleague in the same casino had exactly this problem. Can you please help me. Thank you very much
Automatic translation:
Public
Public
3 years ago
Dear Stefan1966,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you passed the KYC verification? Have you ever made a successful withdrawal before?
Would you be so kind and clarify when exactly you requested the withdrawal?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hello. Thank you for your prompt reply. unfortunately I can't find anything at buran Casino. No link or note for verification. I often play in online casinos and have never had any problems. The withdrawal request has not been that long about 5 days. Since I had heard absolutely nothing, I asked the casino's live chat for help. After that I didn't hear anything for 2 days either. Then I canceled the withdrawal request. And put a new one in the hope I get at least an answer. Unfortunately, no. Then I turned to you. I am ready to submit my identity card, etc. But there is no hint or link for it. Greetings Stefan 1966
Automatic translation:
Public
Public
3 years ago
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
Public
Public
3 years ago
Translation
Hello good morning yes I will do so far, unfortunately, there has only been one.
Automatic translation:
Public
Public
3 years ago
Thank you very much for the emails. From what I can see in one of the emails, the casino claims they need to review your account first before the withdrawal will be processed. In this case, I would recommend waiting for a few more days. I will set the timer for additional 7 days and if there is no development within this timeframe, we will intervene. Thank you for your patience, and please, keep us updated in the meantime.
Public
Public
3 years ago
Translation
We received this email from Stefan1966:
"Dear Kerstin, dear Casino Guru team.
I received my first payout of 500 euros today. Thank you for your quick contact, help and action. I think that clears up all the inconsistencies. Otherwise I will contact you again. "
Automatic translation:
Public
Public
3 years ago
Thank you for the update, Stefan1966. I will keep the complaint opened until you receive the full amount. Please, keep us informed in the meantime and let us know if there is anything new.
Public
Public
3 years ago
Translation
Yes, I'll do it . Especially since I requested a second payout yesterday. Unfortunately only goes over 500 euros again. I hope it won't be that long again. My winnings are now 7000 euros. If the payout always takes 2 weeks then I'm busy with it for a few months. Hope it goes faster. Love from
Automatic translation:
Public
Public
3 years ago
Translation
Hello dear team.
Unfortunately, nothing has happened with the second withdrawal request. I posted this on October 6th. Will start a live chat again. greeting
Automatic translation:
Public
Public
3 years ago
Thank you very much Stefan1966 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
3 years ago
Hi Stefan,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Buran Casino to the conversation to participate in the resolution of this complaint.
Public
Public
3 years ago
Dear Customer,
To begin with, we would like to congratulate you on your winnings!
We apologize for any inconveniences caused by any delays in your withdrawal process and appreciate you taking the time to share your concerns.
You can be assured that all the withdrawal requests are being processed in accordance with the Terms and Conditions. Please, note that all your three withdrawal requests were successfully paid out.
Nevertheless, our goal is to provide an extreme level of customer service. Therefore, we invite you to proceed with the new withdrawal request. Also, please be advised that you can take advantage of making 3 pending withdrawals at the same time which will be processed in accordance with the Terms and Conditions.
Should you have any questions, please, do not hesitate to contact us via Live Chat or via email support@burancasino.com
Best regards,
Buran Casino
Public
Public
3 years ago
Thank you Buran Casino team for your reply.
Dear Stefan,
Please make a new withdrawal request and keep me updated.
Public
Public
3 years ago
Translation
Hi Peter. Thank you for your commitment. After you contacted the casino, the status of my 3 withdrawal requests was switched directly from pending to Processing and 1 day later to Complete. I was also able to submit a second withdrawal request for the first time. I did this when the 3 payout was on Processing. Unfortunately, this withdrawal request has been pending for 3 days. I cannot submit a second application, otherwise the first one will be deleted as long as it is pending. Tomorrow, Friday, is the last opportunity to process the application for this week, as the casino only processes applications from Monday to Friday. Unfortunately nothing has changed. I will contact the live chat again today and keep you up to date. greeting
Automatic translation:
Public
Public
3 years ago
Translation
Hello everyone again 1 week past and my withdrawal request has not yet been processed. Well, it's Monday, maybe it will be something tomorrow. At the moment, with the current application, there are still 4000 euros outstanding. Will contact me again tomorrow Greetings
Automatic translation:
Public
Public
3 years ago
Translation
Hello yesterday, the live chat informed me that the next payout of 500 euros is planned for the 28th. So far, the application is still pending. I'll let you know on the 28th greeting
Automatic translation:
Public
Public
3 years ago
Translation
Hello dear team.
Yes, the payment of 500 euros has taken place. The money is in my account. Of course, I submitted a new withdrawal request directly on October 28th (unfortunately only 500 euros is possible) Now there are still 3500 euros outstanding. This will certainly be handled in such a way that I will get 1500 to 2000 euros in one month. I will then contact you again if there are extreme problems. Because I don't think we can do anything here to get a faster payout. I will probably have to be patient and then have my full amount in 2 months. Thank you very much. Greetings Stefan 1966
Automatic translation:
Public
Public
3 years ago
Hi Stefan,
I'm afraid you are probably right. I will change the status of the complaint to resolved for now so that we don't keep it open for 2 months. In case that the casino stops paying you, let me know and we will reopen the complaint (peter.m@casino.guru). I wish I was of more help.
Best regards,
Peter
