The player from Germany is dissatisfied with the withdrawal process. We rejected the complaint because the player didn't respond to our messages and questions.
Buran Casino - Player’s withdrawal has been delayed.
Amount: €400
Buran Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I've been waiting for my 400 euros for over 1 week, whenever I ask when it will be credited to the bank account, I am only told that the finance department has high requests for payments and that my payment is taken care of as quickly as possible, according to the terms and conditions, the payment takes only 3-5 working days these are already overdue since yesterday today was the 6 working day
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2 years ago
Dear Suat,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Kristina
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2 years ago
Translation
Now 14 days have passed and nothing has changed yet
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2 years ago
Translation
That's a joke, no pig cares that the money is transferred, even from casino guru so far a very weak help and answer and now I have been waiting for a response for several days
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2 years ago
Thank you for your reply, Suat. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you tried discussing this issue with the casino directly? If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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2 years ago
Translation
I've been writing for more than 3 weeks with the live chat every time I am told that it will be transferred in a few days and now 3 weeks are over and nothing has happened, I passed the KYC verification
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2 years ago
Translation
I have the feeling that I will never see my money that has nothing to do with gambling that is criminal as people pull money out of people's pockets and give nothing back
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2 years ago
Could you please advise if your withdrawal request is still marked as pending (not processed) in your account?
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2 years ago
Dear Suat,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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2 years ago
We are changing the status of the complaint to "resolved" based on the confirmation from the player in his second complaint.
