Buran Casino - Povlačenje igrača je odloženo.

I withdrew €400 and somehow it disappeared from my player account immediately after a day, but it hasn't been credited to my bank account. I spoke to the people in the live chat who said it should arrive today or tomorrow.

Habe mir 400€ auszahlen lassen und irgendwie sind die sofort vom Spieler Konto verschwunden seit einem Tag und aber nicht meinem Bankkonto gutgeschrieben worden , habe mit den Leuten aus dem Live Chat geredet die meinten sollte heute oder morgen ankommen

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify when the incident happened?
• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

I spent a week in contact with live chat and was assured each time that the €400 had been released and that I didn't need to worry about it being paid out. Now they're telling me there was a system error and I can't withdraw the €400 even though the wagering requirement has been met. I even have photographic evidence of the confirmation that there are no problems.

Ich habe mich eine Woche lang mit dem Live Chat in verbinden gesetzt und mir wurde jedes Mal versichert das die 400€ freigegeben worden sind und ich mir keine Gedanken machen muss das es mir auf jedenfall ausgezahlt wird jetzt sagt man mir es gab ein systemfehler und ich kann die 400€ nicht auszahlen lassen obwohl die umsetzt Bedingung erfüllt worden ist . Habe sogar Beweis Fotos von der Bestätigung das es keine Probleme gibt

Doesn't that count as confirmation that everything is okay?

Das zählt doch als Bestätigung das alles inordnung ist oder nicht ?

If it was a system error, then the casino should be liable.

Wenn es ein systemfehler war muss doch das Casino dafür haften

Even in the history it says it's closed, but I was never paid the €400.

Sogar in den Historie steht es als abgeschlossen mit den 400€ wurden mir aber niemals ausgezahlt

Will I finally get my money back from Burancasibo after waiting for almost two weeks?

Bekomme ich jetzt endlich mein Geld von burancasibo seit 2wochen warten fast

Can someone tell me what's going on?

Kann man mir jetzt sagen was los ist ?

Hello Secrwttown2901,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Is there still a possibility, after so much time, that I will get paid as a cook?

Besteht den dann noch die Möglichkeit nach so viel Zeit das ich Koch mein Geld bekommen tuhe ?

I don't think I'll ever see my money again, so much time has passed without any response.

Glaube sehe mein Geld niemals ,so viel Zeit vergangen ohne Rückmeldung

I'm starting to feel really cheated. I haven't heard anything from you for over two weeks about what's finally happening with the €400 I owe. That's a lot of money, and I want it now. I've been waiting for about three weeks since the payment was supposed to be made.

Langsam komm ich mir echt verarscht vor seit über 2 Wochen keine Rückmeldung von euch was jetzt endlich mit den 400€ von mir ist ,das ist echt ne Menge Geld um die es geht und ich will es jetzt mal langsam haben ingesamt warte ich schon 3 Wochen oder so seit der Auszahlung

Dear Secrwttown2901,

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, Stefan (stefan.m@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

And how much longer will it take? Is there any information on that?

Und wie lange wird es jetzt ungefähr noch dauern weiß man da was

This can't be happening! I've been waiting for a month for a proper response and nothing's coming. I just want my €400 already! Others work a month in mini-jobs for that kind of money.

Das kann doch nicht sein ich warte seit einem Monat auf eine vernünftige Rückmeldung und da kommt einfach nichts will jetzt endlich mal meine 400€ haben andere gehen dafür einen Monat arbeiten auf Minijobs

Hello Secrwttown2901,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

How many more vacations is Stefan going on? He was already supposedly on vacation two weeks ago, and the deadline was extended by seven days then. So, I'm starting to feel like you guys are messing with me. This isn't normal, always the same answer: Stefan's on vacation. I can soften myself.

Wie oft geht der Stefan noch in den Urlaub er war wangeblicv schon vor 2 Wochen im Urlaub und da wurde die Frist schon um 7 Tage verlängert also langsam werde ich hier von euch auch verarscht das ist doch nicht nee normal immer die selbe Antwort das der Stefan im Urlaub ist erweichen kann ich mich selber

I used to be able to rely on you guys, but now it's like the casinos themselves – you wait forever for a reply that ends up being pre-written, and then you get the same message over and over again. This proves that my messages aren't even being read. It's a shame; I'll probably never see my €400 again.

Früher war echt Verlass auf euch mittlerweile ist es hier wie bei den Casinos selbst man wartet ewig auf eine Antwort die am Ende vorgefertig wurde und dann bekommt man die selbe Nachricht öfters ,das beweist das meine Nachrichten garnicht gelesen werden schade meine400€ werde ich wohl nie im leben sehen

Dear Secrwttown2901,

Apologies for the delayed response. I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Buran Casino to join this conversation and assist in addressing the complaint.

Dear Buran Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

I finally want my money! They simply cancelled my payout and kept the €400 even though it was processed for payout just two days prior.

Will jetzt endlich mal mein Geld haben die haben mir einfach meine Auszahlung storniert und die 400€ einbehalten obwohl die 2Tage vorher noch in Auszahlung waren

Dear Secrwttown2901,

We are writing to formally confirm you that the recently requested payout of 400 has been canceled and the corresponding funds have been deducted from your account balance, as you were informed by our support on 16/03/2026.

This action was taken following a routine audit which identified that a No Deposit Bonus was applied to your account without the requisite maximum release (cap) parameters. Per our standard Terms and Conditions 7.16 , winnings generated from a free bonus are capped at a maximum of 5x the original bonus amount.

Due to a system oversight, this restrictive condition was not automatically applied at the time of the credit. Consequently, we have adjusted your balance to align with the maximum allowable limit defined in our promotional terms:

7.16: Any no-deposit casino bonus has wagering requirements of x40 (forty). Any such bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. For example, a 20 EUR (twenty) no-deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.

We hope this clarifies the matter for you.

Kind Regards,

Buran Casino Team

Dear Buran Casino,

Thank you for your response and cooperation.

Could you please provide us with the player's game log so we could doublecheck the informatiom? You can send it to my email address stefan.m@casino.guru.

I look forward to your response.

Dear All,

We are currently consulting with the department responsible for the offer to clarify the details regarding the bonus in question.

We will provide a comprehensive update as soon as possible.

Thank you for your continued patience.

Kind Regards,

Buran Casino Team

Dear Buran Casino,

Thank you for your response.

Please keep us updated regarding this matter.

I look forward to your reply.

Dear All,

After a further review of the case, we would like to clarify that the bonus offer sent to the player via email included a specific maximum release limit. 

Please disregard our previous forum post stating this was a 'no deposit' bonus. While the Deposit bonus was obtained through a promotional email, the maximum release condition still applies. 

We have provided more evidence regarding the case via email to Stefan for a better understanding of our decision.

Thank you for your patience and cooperation.

Best Regards

Buran Casino Team

Dear Buran Casino,

Thank you for your email. I have responded and will be awaiting your reply.

Dear Stefan,

Please be advised that we have replied to your latest inquiry and provided additional details.

We appreciate your continued cooperation in this matter.

Best Regards,

Buran Casino Team

Dear Secrwttown2901,

We had the opportunity to review the evidence provided by the casino, and it appears that you were properly informed about the maximum cashout limit applicable to the bonus after completing the wagering requirements.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be reviewed, our team is here and ready to support you.

Kind regards,

Stefan

Casino.Guru