Buran Casino - Pelaajan tilin sulkemispyyntöä ei huomioitu.

Hello,

I requested the closure of my BuranCasino account for responsible gambling reasons on January 13, 2025. In my request, I stated that I was suffering from a gambling problem and wished for the account to be closed permanently. I also requested that the closure apply to all sister casinos.

Unfortunately, BuranCasino did not implement the closure despite my request. I was able to continue playing normally, and was able to deposit and play thousands of euros after January 13th at both Buran Casino and its sister casino, Power Up Casino. The account was finally closed later in the spring, after several additional messages.

I think this is a clear failure to practice responsible gambling, as the casino did not respond appropriately to my self-exclusion request. The conversation with the casino has been escalating for some time now.

I request that the casino refund all my deposits made after January 13, 2025 as they should never have been possible.

I can attach if necessary:

• original lock request
• messages with casino customer service
• a list of deposits for that period

Thank you for handling this matter.

Hei,

Pyysin pelitilini sulkemista BuranCasinolla vastuullisen pelaamisen syistä 13.1.2025. Pyynnössäni kerroin kärsiväni peliongelmasta ja toivoin, että tili suljetaan pysyvästi. Pyysin myös, että sulku koskee kaikkia sisarkasinoita.

Valitettavasti BuranCasino ei toteuttanut sulkua pyynnöstä huolimatta. Sain jatkaa pelaamista normaalisti, ja pystyin tallettamaan ja pelaamaan tuhansia euroja 13.1. jälkeen niin Buran casinolla kuin sisarkasinolla, eli Power up-casinolla Lopulta tili suljettiin vasta myöhemmin keväällä, useiden lisäviestien jälkeen.

Tämä on mielestäni selkeä vastuullisen pelaamisen laiminlyönti, koska kasino ei reagoinut asianmukaisesti itse-estopyyntööni. Kasinon kanssa keskustelu on jo aikaa sitten eskaloitunut.

Pyydän, että kasino palauttaa kaikki talletukseni, jotka on tehty 13.1.2025 jälkeen, koska niiden ei olisi koskaan pitänyt olla mahdollisia.

Voin tarvittaessa liittää:

• alkuperäisen sulkupyynnön
• viestit kasinon asiakaspalvelun kanssa
• listan talletuksista kyseiseltä ajalta

Kiitos kun käsittelette asian.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Buran Casino.

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

• Has your account been blocked on May 3rd or shortly after?
• Have you contacted the casino between January 13th and May 3rd after you noticed your self-exclusion request wasn't processed? Please share any such requests to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?

I would recommend that you send another request, but this time, include me in the copy of your email.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear reksa,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of reksa. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Because Gamban blocked access to the site, I never got to provide more information. Can I still submit them? There is no space for attachments here.

Was your account blocked on or shortly after May 3rd?

The account was closed when I requested it a second time.

Have you contacted the casino between January 13th and May 3rd after noticing that your self-exclusion request was not processed? Please send such requests to my email address tomas@casino.guru

I haven't taken it because I didn't immediately notice that the casino didn't respond to the blocking request.

Could you tell me when the casino last let you make a deposit?

May 19, 2025 is the last deposit.

Dear reksa,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear reksa,

thank you for providing the additional documents. My name is Martin and I will be handling your complaint from now on.

For the purposes of this complaint, we will be forced to focus primarily on the activity after May 3, when you contacted Buran Casino directly regarding your gambling problem and received confirmation that your account had been closed.

Please clarify whether the deposits of €240 on May 5 and €578 on May 19 were made at Buran Casino or Power Up Casino.

At the same time, I would like to invite the Buran Casino representative to join the discussion.

Dear Casino Representative,

the evidence provided indicates that the player directly requested account closure due to a gambling problem on May 3 and shortly afterwards received confirmation that the account had been closed. However, the player claims that further gambling activity remained possible.

Could you please provide the exact date and time when the player’s Buran account was restricted or closed, along with the account’s deposit, withdrawal and gameplay history from May 3 onward? Additionally, can you confirm whether the deposits of €240 on May 5 and €578 on May 19 were credited to Buran Casino or another casino?

The relevant account records may be provided privately to martin.l@casino.guru.

Hello,

I would like to kindly inquire why this is not about that first blocking request and the deposits I made after that from January 13 to May 3, 2025?

I have been a customer of this casino since 2021 and have asked them to close my account on May 3, 2025.

I would think, Martin, that it concerns Power Up casino deposits between May 3 and May 19, but I can't say for sure because casinos use different operators for deposits, and I no longer have the deposit history available from the casino's website.

Hei,

haluaisin ystävällisesti tiedustella, miksi kyse ei ole tuosta ensimmäisestä sulkupyynnöstä ja sen jälkeen tekemistäni talletuksista 13.1.-3.5.2025 väliseltä ajalta?

Olen ollut kyseisen kasinon asiakas vuodesta 2021 ja olen heitä pyytänyt sulkemaan pelitilini 3.5.2025.

Uskoisin, että, Martin, kyseessä on Power up-kasinon talletukset ajalla 3.5-19.5., mutten osaa tarkkaan sanoa, koska kasinot käyttävät talletuksiin eri operaattoreita, eikä minulla ole enää talletushistoriaa saatavilla kasinon sivuilta.

Dear reksa,

thank you for your clarification.

We are not disregarding your January request. However, it was sent as a single bulk email to a large number of casinos, Buran states that it could not locate it, and you did not contact the casino again after receiving no confirmation. Under our complaint-handling approach, one unacknowledged mass request without any follow-up is not sufficient to hold the casino responsible for the subsequent losses.

The situation on May 3 is different. You contacted Buran directly regarding your gambling problem, and the casino expressly confirmed that your account had been closed. We are therefore investigating any activity that occurred after this confirmation.

As you believe these later deposits may have been made at Power Up Casino, we must wait for the casino’s account records to determine which casino received them. If the activity occurred only at Power Up, it cannot automatically be treated as activity at Buran. Additionally, have you sent an explicit self exclusion request to Power-Up casino as well?

Dear All,

Thank you for bringing this matter to our attention.

Please rest assured that players account has been officially and permanently closed as requested. Communication programs associated with the account are also closed.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Buran Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your internal review.