Buran Casino - Povlačenje igrača je odgođeno.

I have to go to month so I can even see all payouts. And in chat I am always told that there are technical problems. This is a mess.

I've had problems with casinos before and they got me

It was the same there.

So I hope you can help me again.

Ich muss schon auf Monat gehen damit ich überhaupt alle Auszahlungen sehen kann. Und in Chat wir mir immer gesagt das es technische Probleme gibt. Das ist eine Schweinerei.

Ich hätte schon Mal Probleme mit den Casino und da haben sie mir auch geholt

Da war es das gleiche.

Deswegen hoffe ich das sie mir wieder helfen können.

Hello Christian,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify when exactly you requested this withdrawal?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your email, Christian. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Thank you very much Christian for your emails. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello, Christian,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Buran Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Buran Casino Team, could you please state the reason why the player's withdrawal has not been fuly processed yet and when can he expect the payment?

Thank you in advance for providing the information.

Dear all,

Thank you for reaching out!

Be informed that the customer has not sent us the relevant documentation to complete the verification process. The list for verification was provided via email several times within the last two months. In the latest email, the customer was informed what specific documents were missing.

Once the customer provides us with the documents and his account is verified, the withdrawal requests will be processed.

We hope this clarified the case.

Best regards,

BuranCasino.com

I had sent all the necessary documents on 02/18/22. Had also received a payout of 600 euros. But the rest of the amount has still not been paid. So what is written there is in no way correct. There are still 2270 euros to be paid out.

Ich habe am 18.02.22 alles erforderliche Unterlagen gesendet gehabt. Hatte auch eine Auszahlung von 600 Euro bekommen gehabt. Aber der Rest Betrag ist immer noch nicht ausgezahlt worden. Also ist das was da geschrieben wird doch in keinster Weise richtig. Es sind immer noch 2270 Euro zur Auszahlung offen.

I have now sent all the documents again. That's a bottomless cheek I got a payout of 600 euros on the 21st and now suddenly the verification shouldn't be correct?

Ich hab jetzt noch Mal alles Dokumente geschickt. Das ist eine bodenlose Frechheit ich hab am 21 eine Auszahlung bekommen in Höhe von 600 Euro und jetzt plötzlich soll die verefizirung nicht korrekt sein?

Greetings all,

Thanks to both involved sides for providing the information.

Dear Christian,

It is a common practice in the industry, casinos reserve the right to require any additional documents for verification, anytime, especially in case of higher amounts.

Let us know once you receive a response from the casino's support.

Meanwhile, I would like to make the situation clarified.

The disputed amount is currently set to €2,150. You confirmed you have already received a payment of €600 on the 21st of February and that there are still €2270 to be paid out. Could you please explain the situation in more detail? It is not clear now.

So I've been waiting for my money for over 6 weeks. Then it said I had to verify my account. I did that . Then I got 600 transferred but not two payouts, once 800 and once 750 euros. And now one of the 720 has just been added. Which is a long time ago now. And now I am not supposed to have completed my verification? So honestly. Now I've done the verification again.

Also ich warte schon über 6 Wochen auf mein Geld. Dann hieß es ich musste mein Konto verefiziren. Das hab ich getan . Darauf hab ich 600 überwiesen bekommen aber zwei Auszahlungen halt nicht ,einmal 800 und einmal 750 Euro. Und jetzt ist halt noch eine von 720 dazu gekommen . Was jetzt auch schon wieder lange her ist. Und jetzt soll ich meine verefizirung nicht vollständig gemacht haben? Also ehrlich . Jetzt hab ich die verefizirung noch Mal erledigt.

Thank you, Christian, for the explanation. I updated the disputed amount.

Please keep us informed once there is any progress in your issue.

We are looking forward to hearing from you soon.

Hello Branislav I just wanted to say thank you for your efforts. All the money would be transferred to me. Thank you for taking such great care of my issue. It's really cool that you have Casino Guru. Thanks again and stay healthy. Kind regards Christian

Guten Tag Branislav ich wollte dir nur danke sagen für deine Bemühungen. Mir würde das gesamte Geld überwiesen. Danke das du dich so toll um mein Anliegen gekümmert hast. Es ist richtig cool das es euch gibt von Casino Guru. Nochmals danke und bleib gesund . Mit freundlichen Grüßen Christian

Hello, Christian,

What great news! I am very glad we helped you with resolving your issue.

And can you confirm you have already received your funds? I would like to keep the complaint open, it is a standard process - until your confirmation.

At this point, I sincerely believe it should only be a matter of time before the payment(s) comes to you.

Please let us know as soon as you receive the payment.

Dear Christian,

Can you please confirm that you have received the disputed funds?

I am extending the timer by 7 days. Please note in case you do not reply in the set time frame, we will consider the issue to be resolved.

Sorry Branislav I totally forgot

I got everything And deleted my account.

Thanks again for your help.

I'm playing at dachbet now, let's hope it goes better there.

Stay healthy and have a nice weekend

Sorry Branislav ich hab das voll vergessen

Ich habe alles bekommen. Und hab mein Account gelöscht.

Danke noch Mal für deine Hilfe.

Ich spiele jetzt bei dachbet hoffen wir das es da besser läuft.

Bleib gesund und schönes Wochenende

Nevermind. Great news! Thank you, Christian, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. Good luck with Dachbet!

As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, Buran Casino Team, for providing information and for your cooperation.

Best regards and have a nice weekend,

Branislav, Casino.guru