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