The player from Germany has requested a withdrawal ten days ago. Unfortunately, the payment is still pending. Player’s complaint has been resolved successfully.
Buran Casino - Player’s withdrawal has been delayed.
Amount: €500
Buran Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello everyone, as already described several times by other customers, I am constantly being put off when it comes to my payout. I requested the payment on November 23, 2021 and it was initially said that the duration is 2-5 days and the finance department will be in touch. Then it was the beginning of December and then on December 3rd, 2021. Unfortunately, I have still not been contacted or the payment made. I hope you can help me, since contacting customer service doesn't help, I'm constantly being put off. The verification of the customer did not take place either, on my request it was said that a prior verification was not possible. This casino is somehow played for time. Thanks and Greetings
Automatic translation:
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2 years ago
Dear Sabina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with delayed withdrawal. Could you please advise if you have accumulated your winnings with or without an active bonus? Do I understand correctly that this is your first attempt to withdraw winnings 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. 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
Hello, thanks for your reply. The profit was without a bonus and yes that was my first payout. On December 7th, 2021, more than 2 weeks will be over. I am happy to wait until then and would then contact you again. The problem is, the false promises. In the chat I was told by several employees that the payment was planned for December 3rd, 2021 and nothing happened. I am aware that the documents for the verification are requested first and then everything is postponed again for an indefinite period of time, although I have also asked several times to submit the documents in advance. Many greetings
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2 years ago
I fully understand your frustration, Sabina. I will set the timer for additional 3 days and if there’s no development by Wednesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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2 years ago
Translation
Hello everyone, since two weeks have passed today, I checked again at the casino. I get the same answer over and over again, namely that the payout is planned (apparently already on December 3rd, 2021) and when I inquire about when it is planned, I don't get any information but only the advice that I should be patient. And always a ready-made answer - I don't think anyone really looks at the case. I meanwhile know a few casinos but I've never experienced anything like that - I wonder how they can keep their customers. Can you please help me because unfortunately I can't get any further. Many greetings
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2 years ago
Thank you very much, Sabina, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas 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 Sabina!
I will take care of your complaint from now on. I would like to invite representatives of
Buran Casino into this complaint in order to help us resolve this withdrawal issue.
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2 years ago
Translation
Hello - the email just came that the payout has been processed. The money should be in the account in 3-5 days. I will then write to you again. thanks
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2 years ago
Hello Sabina,
thank you for letting us know. That sounds promissing. I'll set the timer for 5 business days. Let us know when you receive the payment.
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2 years ago
Translation
Hello, the incoming payment was today on December 8th, 2021. Thank you
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2 years ago
Awesome news, Sabina! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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