HomeComplaintsBuran Casino - Player’s withdrawal has been delayed.

Buran Casino - Player’s withdrawal has been delayed.

Amount: €230

Buran Casino
Safety Index:Very high
Submitted: 07 May 2024 | Case closed : 21 May 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

6 months ago

The player from Finland was experiencing a delay in a withdrawal through Zimpler. The player had conflicting information from customer service, with one indicating that it was still being processed and another stating that it had been processed and that a receipt had been sent. The player had received neither the money nor the receipt. We had attempted to investigate the issue by asking for additional information. However, due to the player's lack of response, the investigation was halted, and the complaint was rejected.

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6 months ago
Translation

I made a withdrawal from my account through Zimpler on Saturday. The money has not yet arrived in my account... One customer service representative said that it is still being processed, which is why, for example, no bonus can be granted as compensation, another says that it has been processed on their part and asks the payment department to send a receipt of payment to my email. I have not received either the money or the email...

Automatic translation:
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6 months ago

Hello heikkpaul,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Buran Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

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6 months ago

Dear heikkpaul,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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6 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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