The player from Germany is dissatisfied with the withdrawal process. The player confirmed the issue was resolved.
Buran Casino - Player’s withdrawal has been delayed.
Amount: €500
Buran Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I requested a payout of 500 euros after my bonuses were wagered, the payout was requested on December 7th, 21st and approved by the finance department on December 8th, 21st. According to the terms and conditions, the winnings will be paid within 3 days, on December 10th, 21 I was moderately processed via the 24/7 customer service in the 08/15 chat, and I should cancel my payment and submit it again. You could tell that the customer service was not really interested and was only looking for the chat to be processed quickly. In the meantime, Buran Casino's email support does not respond to any email messages regarding the payment of my winnings. Or something is happening on the part of the payout of the winnings
Automatic translation:
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2 years ago
Dear Alexander,
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
Hello, first time thanks for taking my case. Unfortunately, nothing has happened so far, neither an email response from support, nor that anything has changed in the payment. This is still the same as since December 7th, 21, 500 euros in peding. I just don't understand why the general terms and conditions advertise a payout within 3 days, which is definitely not the case, nor that the email support has not responded to any messages for over 1 week. As already mentioned, although I already received the message from the financial department of the buran casino on December 9th, 21 at the casino that the payout was approved, I verified myself and gave account details, I find this delaying technology from Buran Casino, and not even the one anymore Email support to inquiries is a real mess, and it just makes me feel that it is a dubious casino and that my winnings are not being paid out.
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2 years ago
Thank you for your reply, stengelalexander01. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.
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2 years ago
Translation
Hello, Buran Casino does not have a submenu relating to verification. I was only asked for the account details that I had entered when I applied for the payment of the winnings. 14 days have now passed with the request for my winnings to be paid out at Buran Casino, and the casino still does not respond to any emails when a request is made, there is nothing more than just advertising for further bonuses, and my withdrawal request is still as it is before in pending, so unchanged since December 7th, 21st. I could have used the money wonderfully for Christmas, which I can of course forget now. As already described, when I logged in on December 8 or 9, 21, I was told "Congratulations, the finance department has approved your payout amount, but nothing happens from the casino as far as that goes In other casinos you have the option or are even required to have a verification or KYC.
When registering, I only entered the data I had left in order to be registered at the casino, and, as already communicated, when I applied for my payout via Bank Transfer, my complete account details. I'm slowly getting desperate, especially since the casino doesn't think it's necessary to respond to emails or the like. You are showered with advertising via emails, but no reactions whatsoever when it comes to the payout. I thank you in advance for the help and hope for ultimate success with your help
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2 years ago
Thank you very much stengelalexander01 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.
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2 years ago
Hello Alexander!
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
Thank you for reaching out.
First of all, we would like to apologize for the delay. You can be sure that we are doing our best to process the payments as fast as possible. We are always working on improving the procedure and avoiding any delays and we highly appreciate the feedback from the players.
We confirm the 500 EUR withdrawal was paid from our side and the client should be receiving it soon if they did not receive it yet.
If you have any questions or concerns, please feel free to contact us at any time.
Sincerely,
Buran Casino
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2 years ago
Hello all,
Thanks to Buran casino for their reply.
Alexander, do you confirm you received your winnings yet?
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2 years ago
Translation
Hello, yes, now confirm receipt of my prize of 500 euros. Was added to my bank account today. Many Thanks
Automatic translation:
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2 years ago
I am glad to hear that, Alexander! Thank you for letting us know. 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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