Buran Casino - Player's withdrawal is delayed.

I deposited 20€ and claimed a 100% bonus. I managed to win a bit, wagered the money and made a withdrawal request for 172.79€.

After this, I completed the verification process and my account was verified, I believe, on 7th December 2023. I immediately made another withdrawal request, but for some reason the first one was automatically cancelled. The money was returned to my BuranCasino account and I made a new withdrawal request.

It's been over 3 weeks and my withdrawal request still hasn't been approved. I've been checking and asking about it weekly and am constantly told in the chat that the payment should be processed 'any moment now'.

I made my deposit and the first withdrawal request on 1st December 2023.

Dear kassuplayer6,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any funds previously or this was your first withdrawal request?
• Do I understand correctly that the payment is still pending inside your account without being processed?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Have you received any funds previously or this was your first withdrawal request?

I have not received any funds previously. First withdrawal request got cancelled by the site (no info why, maybe because first request was made before my account was verified, now it is?)

Do I understand correctly that the payment is still pending inside your account without being processed?

Yes its in state pending.

Any previous experience of how long these withdrawals can take? In most sites you get money next day or in 1-3 days.

Thank you very much, kassuplayer6, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 in the near future.  

Dear kassuplayer6,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Buran Casino representative to join this conversation.

Dear Buran Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

So they also cancelled my withdraw again............

Dear Customer,

Thank you for reaching out.

We would like to inform you that your account was verified and the withdrawal request for 172.79 EUR was processed from our side today.

Please accept our sincere apology for the inconvenience caused.

Best regards,

BuranCasino.com

Thanks for the money. Is it possible to get a list of all your casinos, because I have bonus bans there. I only like to play with bonuses, because I'm only attracted to the fun of playing and I can't get that without bonuses. All casinos Curaçao Master License 8048/JAZ with that license are yours?

Dear kassuplayer6,

Do I understand it correctly, that you have received your withdrawal?

Thank You,

Mirka

Yes.

Dear kassuplayer6,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future.

We are here to help.

Best regards,

Mirka

Casino.Guru