HomeComplaintsBuran Casino - The player's withdrawal is delayed.

Buran Casino - The player's withdrawal is delayed.

Amount: €1,800

Buran Casino
Safety Index:Very high
Submitted: 11 Jan 2022 | Case closed : 08 Feb 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player's withdrawal is delayed for over almost a week. The complaint was rejected as the player stopped responding.

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2 years ago
Translation

I applied for the first payment six days ago and received an email informing me that the tax authorities will shortly release the amount. But nothing has happened since then. I have already asked three times in the chat when the payout will be processed. I only get the answer that everything looks good, I don't have to worry and the payment will be made shortly. Now in my last request for payment it said there were technical problems that I was working on and I should be patient. According to the terms and conditions, withdrawal requests are processed within three days. I'm starting to feel really pissed off now. Six days have now passed without the status changing.

Automatic translation:
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2 years ago

Hello casto1967,

Thank you very much for contacting us and I'm really sorry to hear about your issue with Buran Casino. Please allow me to ask you a few more question before we would move forward.

Is this your first ever withdrawal request from the casino? Is your account already verified? If yes, could you advise since when? Did you use any bonus to accumulate your winnings?

Please note that we always recommend to wait at least 14 day for your first withdrawal from a casino to arrive as the player verification may take up a while, so if it's the case, I would only recommend you to be patience.

Looking forward to your answer.

Regards,

Nick

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2 years ago
Translation

Hello Nick, thank you very much for the quick response.

To your questions, it is my first withdrawal request, there was no request for an account verification,

I didn't use a bonus to collect the winnings. In the chat from Buran Casino it was said that everything is fine, I shouldn't worry. I have made the payment instruction via the bank account I have stored (bank transfer). The word PENDING still stands behind my withdrawal requests. When I asked in the chat yesterday, they said there were 'technical problems'.


Greetings Carsten

Automatic translation:
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2 years ago
Translation

Hello Nick, I just asked again in Buran's chat and got this answer.


Thank you for waiting. Your withdrawal requests have been reviewed.

The dates for payment processing are January 13th (today), January 17th, January 20th

Your funds should reach your account within 1 or 2 days of each date


Now I'm curious whether the money will actually come.

Greetings, Carsten

Edited
Automatic translation:
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2 years ago

Dear casto1967,

If the casino will pay at those dates, it might still take a few days for them to get to your account. I would recommend to wait until the end of next week to see if they will arrive or not. Please keep us updated.

Regards,

Nick

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2 years ago
Translation

Hello Nick,

The first 500 € arrived on my account, but I received an email in advance asking me to verify. Now there are still more payments to be made and I have again received an email that I should verify myself. On the one hand, it said that the numbers on my credit card could not be read (but they were clearly visible), on the other hand, they said they wanted to see a bank statement, and last but not least, an invoice from my car insurance was not enough as proof of address, I should transmit one from the phone or electricity provider. I find this whole procedure quite questionable and dangerous. These are SCAM methods. One can only hope that one day one will not visit another country and be arrested because someone left behind a huge pile of debts with this data. Now you also know why these casinos are not allowed or desired in Germany. The reputation for this casino is therefore more of a negative, if not even dangerous, view. I'm out of there and will no longer register at any of these casinos and my account delete there.


Regards, Carsten

Edited
Automatic translation:
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2 years ago
Translation

Hello Nick, as feared, nothing is happening at Buran. Just chatted with Buran again:


Copy of chat history: name: Carsten

Username: CA..........

Hello, when will my payments be processed? I received an amount last week and now I have to verify myself again?


09:41

Welcome to our customer service!

German or English?


09:41

German

Hello, when will my payments be processed? I received an amount last week and now I have to verify myself again?


09:44

Please give me a moment to check it out.


09:46

OK

09:53

?


09:54

The finance department will review your request and notify you within 3 business days.


After your paperwork is verified, you will receive your payout.


09:55

I've gone through that before.. and then received 500.. and now again??


09:55

As far as I can see, yes


09:56

and then why again

then a payment comes and the procedure starts all over again or whatever

09:57

look at when I made the profits and what the date is today..

suspect

09:58

I don't think it's ok.. But that's different in their terms and conditions

10:00 a.m

Your colleague gave me three payment dates days ago, but only one was met


10:01 a.m

I will forward your feedback.


10:03

So if the intention behind it is to drag it out so that you can cancel the payout if possible, then unfortunately that doesn't work for me. Pretty unfair to the players. Thank you very much for your effort


10:04

If you have any other questions, contact us via live chat or email support@burancasino.com.


We wish you good luck and have a great time on our website!


10:04

Unfortunately, you missed my good time here


10:05

Understood.

closed the chat

Start chat again

Send me a copy


Could Emma help you?


Powered by LiveAgent

Automatic translation:
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2 years ago

Hello again casto1967,

Just to confirm, no payment came since then? What did the casino againt refered to when he said documents? Did the casino request a new verification method from you?

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2 years ago

Dear casto1967,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

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2 years ago

The complaint will be now rejected for the above mentioned reason.

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