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Hey dear Casino Guru team,

I had played Gates of Olympus online at Buran Casino on December 14th. After buying free spins for 80 cents, the site crashed several times and I was debited 200 euros from my account without having gambled it away. After I immediately wrote to the live chat and explained my problem to them, I was told that I would receive an email but nothing has come from them for 1 week. Please help

Hey liebes Casino Guru Team ,

ich hatte am 14.12 online beim Buran Casino gespielt Gates of Olympus. Nachdem ich mir Freispiele für 80 Cent gekauft hatte , ist die Seite mehrmals abgestürzt und mir wurden 200 Euro aus dem Konto abgebucht ohne diese verspielt zu haben. Nachdem ich dem Live Chat sofort geschrieben habe und denen mein Problem erklärt habe wurde mir gesagt das ich eine E Mail erhalten werde jedoch nun schon 1 Woche nichts von denen gekommen ist. Bitte um Hilfe

Dear marioxx7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to petronela.k@casino.guru? Please advise the exact time of the incident. 

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Additional comments from the player:

"Hello dear Casino Guru team,

Unfortunately, I cannot trace the course of my game any further than 12/14/21. The 200 euros were debited on 13:21:21 at around 2 a.m., I immediately documented it. Is there a way to display my game history after December 14th?

Lg marioxx7

Sent from my iPad"

Additional comments from the player:

"Hallo liebes Casino Guru Team ,

Leider kann ich meinen Spielverlauf nicht weiter als den 14.12.21 zurückverfolgen. Die 200 Euro wurden am 13.21.21 abgebucht gegen 2 Uhr morgens , habe ich sofort dokumentiert. Gibts eine Möglichkeit meinen Spielverlauf nach dem 14.12 anzuzeigen ?

Lg marioxx7

Von meinem iPad gesendet"

Thank you very much, marioxx7, for your reply. Could you please advise how much you intended to pay for the Free Spins originally? Have you tried requesting the game history from the casino directly?

Wanted to buy free spins for 80 euros. Then the page crashed and the money was gone without the free spins. Then I tried again and exactly the same thing happened. Yes, I tried, but as I said, I can't look further back.

Wollte für 80 Euro Freispiele kaufen. Dann ist die Seite abgestürzt und das Geld war weg ohne die Freispiele. Dann hab ich es nochmal versucht und genau das selbe ist passiert. Ja habe es versucht aber wie gesagt weiter nach hinten kann ich nicht nachschauen.

Dear marioxx7,

Is there at least a relevant communication between you and the casino that you could forward to me? Thank you.

I immediately wrote the live chat. They said they would check it out and contact me by email. Unfortunately nothing has arrived yet.

Hatte sofort den livechat geschrieben gehabt. Diese meinten das sie das prüfen werden und sich bei mir per Mail melden wollten. Bis jetzt leider noch nichts angekommen ist.

Have you saved, by any chance, the live chat transcript?

Have an up-to-date chat history from them. They wanted to have my game history but after certain days you can't just keep looking so these only show the game history up to a certain date.

Habe einen aktuellen chatverlauf von denen. Sie wollten meinen Spielverlauf haben aber nach bestimmten Tagen kann man nicht einfach weiter schauen also diese zeigen nur den Spielverlauf bis ein bestimmtes Datum an.

Can I email you the chat history?

Kann ich ihnen den chatverlauf per Mail schicken ?

Thank you very much, marioxx7, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Super thank you !!!

Super vielen Dank !!!

Hello Mario!

From now on, I will take care of your complaint. I would like to invite representatives of Buran Casino into this complaint in order to help us finding a solution for your issue.

Thank you !

Danke !

Good day,

Thank you for reaching out.

First of all, we would like to apologize for the delay. Due to the complexity of the investigation, it took us more time than expected.

We contacted the provider in order to complete the review of the reported issue. As a result, we discovered 4 bets (80 EUR each) that were debited from the player’s account but never played. We have returned the full amount of these bets back to the player’s account.

Thank you for your patience and understanding.

If you have any questions, please feel free to contact us at any time.

Sincerely,

Buran Casino

Dear Mario,

Thanks to the reply of Buran Casino, it seems that your issue was already resolved. In order to close this complaint as 'resolved', I would like to ask you to confirm regaining of your lost balance.

The money is back thanks!

Das Geld ist wieder da danke !

Hello Mario,

Thank you for informing us with the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.