Buran Casino - Račun igrača je blokiran.

After the win they blocked my account without having received the payment!

Dopo la vincita mi hanno bloccato l'account senza aver ricevuto il pagamento!

Dear johnammendola97,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

I have accumulated a win with no bonus

My account was blocked as well as the payment. I tried to contact support without any response

Ho accumulato una vincita senza bonus

Il mio account è stato bloccato cosi come il pagamento.ho provato a contattare il supporto senza alcuna risposta

I think it is quite a scam.

Penso che sia proprio una truffa.

Thank you for your reply, johnammendola97. Could you please advise if you passed the verification before the casino blocked you?

I checked but I have not received any feedback

Ho effettuato la verifica ma non ho avuto nessun riscontro

Thank you very much johnammendola97 for your cooperation so far. 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.

It's been three weeks and I still haven't received my payment

Sono passate tre settimane e ancora non ho ricevuto il mio pagamento

Hello, johnammendola97,

I am sorry to hear about your unpleasant situation. 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 completely processed yet, and what is the estimated time frame for processing the payment? Can you explain the player's situation in more detail?

Thank you in advance for providing the information.

Dear all,

Thank you for reaching out!

We would like to inform you that the withdrawal requests, regardless of the amount, may be subject to delay due to the checks on the identity, account balance, source of funds, etc.

In compliance with the legislation, the finance department initiated the verification. The customer has already provided us with some documentation. Until all the verification procedures are completed, the execution of the payments may be postponed. We apologize for the inconvenience and look forward to your cooperation!

If for some reason there is difficulty in providing the requested documents or any other issues, you can always interact via support@burancasino.com or Live Chat with the casino’s operators who are always available to clarify in real-time which documents are requested or have not yet been received.

Sincerely,

BuranCasino.com

Dear johnammendola97,

Are you in contact with the casino's Customer Support? Could you please provide us with an update on your issue? What was the last information you received from the casino and when did you receive it?

Hi I was asked to verify the documents to have my winnings,

But three weeks have passed without having concluded anything With the truth of the documents

Salve mi è stata chiesta la verifica dei documenti per avere la mia vincita ,

Ma sono passate tre settimane senza aver concluso niente Con la verità dei documenti

The casino representative advised you to contact Customer Support and provided us also with ways how to do it. Did you try to contact them and ask for an update?

Dear johnammendola97,

Is there any progress on your issue? Could you please provide us with an update?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you, Buran Casino, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru