HomeComplaintsBuran Casino - The player struggles to withdraw.

Buran Casino - The player struggles to withdraw.

Amount: €250

Buran Casino
Safety Index:Very high
Submitted: 07 Jul 2022 | Resolved : 10 Aug 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player struggles to withdraw as his requests are getting rejected. The player confirmed the withdrawal was later received.

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1 year ago
Translation

Good day ,

I had 500 euros paid out more than 2 weeks ago and I can still cancel it if I wanted which is ridiculous and the live chat tells you every time to wait for a message from the finance department that never comes but had problems before with this page at the time it was about 400 euros and i was helped and the money was transferred after 20 working days can you help me again this time? Thanks

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1 year ago

Hello secretgauloises,

Thank you very much for submitting your complaint 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.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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1 year ago

Dear secretgauloises,

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

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1 year ago
Translation

Hi of the 500 there are only 250 left but again I wait again and again but the money has not been transferred yet, no I have not used any bonus money and my account is verified

I hope to get my 250 euros transferred soon, thank you in advance

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1 year ago
Translation

And how does it look now?

I've talked to support several times and every time it says that the finance department will get in touch with me as soon as possible, but nobody answers

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1 year ago
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I spoke to the support again and they told me that the payout takes between 3-5 working days, these days are long gone

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1 year ago
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Here's the proof file

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1 year ago

Dear secretgauloises,

Do I understand it correctly that you have canceled your previous withdrawal and requested for a new one of 250€? If yes, please note that it might again take a week or too to receive the money. The time frame given by the casino is only the time for it to be processed in the casino. It still needs to be processed in their and your bank.

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1 year ago
Translation

Yes, I had canceled more than 3 weeks ago and had it paid out again 3 weeks my friend and still no money in the account 3-5 working days are already 3 times around according to the support there should be money in the account today but it is not and honestly I don't believe it's ever going to happen anymore

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1 year ago
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It's not the first time I've gotten in touch here, I always get in touch after 2 or more weeks if nothing changes in the status of the subscription, it would be nice if you could put pressure there, until now I've always been very satisfied with Casinoguru was always helped to get my money and I am also grateful for

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1 year ago

Thank you secretgauloises for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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1 year ago
Translation

Thank you very much

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1 year ago

Hello secretgauloises,


I will assist you with the complaint from now on. Based on your previous comment, I updated the disputed amount from 500€ to 250€. Now I would like to invite Buran Casino's representative to join this conversation and participate in the resolution of this complaint.


Buran Casino,


could you please explain why the player's withdrawal has not been processed yet and when can he expect it to be processed?

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1 year ago
Translation

Money was credited to the account today, thanks for the help

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1 year ago

Dear all,

Thank you for reaching out!

We are glad to inform you that the withdrawal request of the user for 100 EUR has been processed from our side. Please expect the funds to arrive at your account in the nearest time.

Unfortunately, due to some technical limitations on the side of the payment provider, there can sometimes be a delay in processing withdrawal requests. You can be assured that we will do everything in our power to avoid such a situation in the future.

We are sorry for the delay caused and we sincerely appreciate your patience!

Should you have any other questions, feel free to contact us via chat.

Best regards,

BuranCasino.com


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1 year ago

Hello all,


thanks to the Buran Casino representatives for the explanation and cooperation in resolving the issue.


secretgauloises,


Do I understand correctly that your winnings were paid out and you consider the issue resolved?

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1 year ago

Dear secretgauloises,

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

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1 year ago
Translation

Yes, you got that right, thanks again for the help

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1 year ago

Thanks for the confirmation, secretgauloises.


I am glad to hear you received your winnings. Thanks for letting us know. We will now mark the complaint 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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