Buran Casino - Player's withdrawals are delayed.

Hello, I made a withdrawal of €500 on 12/8, €500 on 13/8, and €500 on 14/8, and I still have €7000 in my account. I have not seen any of these funds in my bank account. When I talk to chat support, they tell me to be patient. How patient should I be? I have made three withdrawals and would like to make more. Will I get my money? And if so, when? At this rate, it will take 3 months.

Dear manolismix09,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I have not been asked for any certification by the casino even though I have asked them on chat however if they tell me to do it I will do it I will be patient until the 14 day time limit

Dear manolismix09,

Could you please specify what the current status of your withdrawal requests is? Have you received any of your withdrawals yet?

Good evening no I haven't received anything yet my three withdrawals are pending 12/8 13/8 14/8 I asked if I am doing something wrong if they want certification somewhere and they don't ask me anything just be patient and I will get them

Do something guys it's been a long time 18 days have passed since the 1st withdrawal

Tell me the status is my request what about this whole thing we deposit money we have worked for it we are not all born with money

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.l@casino.guru.

Also, could you please specify if you accumulated your winnings with or without an active bonus?

What types of games did you play?

I have played with a normal deposit without any active bonus at pragmatic play slots and at least at other providers. but I will send the documents to the email and some screenshots that I have

I just got my 1st withdrawal

Thank you, manolismix09, for keeping me updated. Could you please send me the screenshot of your transaction history here? What is the status of your remaining withdrawal requests?

It's still recent because I canceled and withdrew again on 8/28

Thank you for your reply. How many withdrawal requests are currently in your account? Please send me the screenshot from your casino profile here.

Dear manolismix09,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.