Buran Casino - Player's withdrawal process is delayed by verification issue.

Hello i made a withdrawal request from this casino after 10 days had passed without any email notification they asked for verification i saw it by chance after 2-3 days then after i gave them everything they asked for they ticked ok on the documents but the verification of the account was not complete . Looks to me like they are stalling for something its been 15 days now and all they are saying is we are sorry and stuff like that

Dear morfisftw,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• When was the last time you were in contact with casino support and what did you discuss?

Looking forward to hearing from you.

Best regards,

Tomas

I have made the withdrawal requests it was 15 days ago the first 10 days ago the second and 9 the third you can only withdraw 500 euro per day on these casinos, but after verifying the files i send they dont verify the account and so as its an unverified account they dont complete the withdrawals as you can see in the photos

My only logical explanation is they are stalling for time i dont know if it happened to anyone else but apparently its happening to me

Ive been talking non stop with the online support but they don't help me one guy says they are checking the verification and its going to be completed in hours the other is saying i have talked to the verification department and they are going to check your account and the next guy is saying it's going to take at least 5 days, but its been 15 days already since my withdrawal request. Also i have made other withdrawal before and it took 5 days but i got it .

News my documents were verified before but now they arent

They now will tell me that they can make 10 days to verify my account again like they said before , and every support is saying something different

I also have the account since 26 april what do they even need the previous 25 days for ?



on the last thing they have been asking since yesterday they want me to give them proof of where i get the money on a credit card im telling them that there is no source of income in that kind of card because you can only give it the maximum amount you set . Let's say you use 100 euro you add 100 euro later thats how it works i can't do anything about it but they just wont verify my account .

Thanks for your patience.

Casinos have the right to verify all payment methods used for deposits. Casinos might also ask for a source of funds documentation.

Do I understand correctly you made multiple deposits using at least 2 bank cards?

Were these cards associated with your bank account and issued in your name?

Have you provided the casino with the bank statements when first attempting to verify your casino account, or have you provided them recently?

After 7 days of sending the same files again and again they veriffied my account not with your help i guess . So im probably waiting for my withdrawals at this point

Dear morfisftw, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I send the complaint in order to somehow get help. waiting one month is not exactly funny you know .

Thank you very much, morfisftw, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello morfisftw,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Buran Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for reaching out!

Please be informed that the customer's withdrawals have been paid out on May 30th, May 31st and June 2nd.

We hope this helps us reach the resolution of this case.

Best regards,

BuranCasino

Thank you for the information.

Dear morfisftw, could you please confirm that this is correct and that the matter is now resolved?

Yes it has been resolved.

Dear morfisftw,

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,

Dominika

Casino.Guru