HomeComplaintsBuran Casino - Player’s withdrawal has been delayed.

Buran Casino - Player’s withdrawal has been delayed.

Amount: €500

Buran Casino
Safety Index:Very high
Submitted: 26 Oct 2021 | Resolved : 05 Nov 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Germany has requested withdrawal a week ago. It has been received.

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2 years ago
Translation

Hello, everyone,


I have been waiting for my payment of € 500 since October 20, 2021. I am always being put off.


what can I do?

Automatic translation:
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2 years ago

Dear Chantal,

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

Could you please confirm that your account has been successfully verified in the past? Have you ever received any payments from this casino?

It’s quite usual for withdrawals 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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

 

Looking forward to hearing from you. Thank you in advance.

 

Best regards,

Petronela

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2 years ago
Translation

A KCY verification does not seem to be common at this casino. Of course, this would not be a challenge for me to legitimize myself. According to the LiveChat, everything is supposedly okay and I should be patient. No matter how often I write to customer service - it always means that the payment will be made soon. Unfortunately, however, nothing is happening. I haven't received a payment from the casino yet. Please help me because I just want the money.

Automatic translation:
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2 years ago

Thank you very much, Chantal, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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2 years ago

Hello Chantal,

I looked at your complaint and will do my best to help you. I would like to invite Buran Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

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2 years ago
Translation

Hello everyone, unfortunately something even worse happened. The 500 € are no longer visible under Payout. What can I do to get my money? Please help me urgently. file

Automatic translation:
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2 years ago

Dear Customer,

Thank you for reaching out!

Be informed that your withdrawal request has been processed from our side. You should have received the email confirmation. Please note that money transfers may take 3-5 banking days.

In order to navigate your profile transactions, you can also use the Period filters. If you have any issues with that, please, do not hesitate to contact our support in the Live Chat or via email to find out the status of your withdrawal.

Looking forward to hearing from you!

Sincerely,

Buran Casino

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2 years ago

Dear Chantal,

let me know when you'll receive your winnings, please.

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2 years ago

Dear Chantal,

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.

Waiting for approval
Waiting for approval
2 years ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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2 years ago

Dear Chantal,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru

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